Which HelpDesk/ ServiceDesk and cloud PBX to choose?

Question

Helpdesk

Good day! For the last few days, I have been responsible for the choice of such services / business assistants. As you know, nothing good has come of it so far, I appeal to you, friends)

Our small team has been supporting electronic document management in the executive bodies of the state for 10+ years. authorities, their subdivisions, rural settlements, supervisory departments, etc. on the territory of our region and the nearest regions of the Central Federal District, other federal organizations located in the region. At the moment, the number of individual users of the 3000+ system will seriously expand during the year.

Now we have Naumen ServiceDesk v.3.6.199.0 and use it to enter reports and display statistics thereof once every 7 days. During the day, the first line works with a Google tablet "List of incoming calls", from where the data is transferred by handles to employees of their applications in SD. Calls of the level "I do not remember the password from the system" "Help me find the order" are processed by the 1st line, calls of the level "No access to the server" "Does not sign the ES" if the issue cannot be resolved by the forces of the 1st line, it is transferred to the technical department by choosing the plate of the responsible employee and writing to him in the wasap/switching to his internal phone number. The realities of the pandemic forced 50% of employees to work remotely, like me, in fact. Each house has Mikrotik, IP telephony is up, Avaya phones are installed. In the office of automatic telephone exchange, in fact.

Now we have ~ 15 personnel, 2 offices in one building, a development department, a first line, a technical department, if you can call it a 2nd support line.

The task is simple and clear. We leave Avaya for internal communication, we find we buy a cloud PBX, either by forwarding or as a number known to users for years, we still have our former support. And we will integrate the cloud PBX into HelpDesk / ServiceDesk, sorry, as in this case it is true and if these concepts are not, I can’t know. Why integrate and what does leadership mean? A call comes from the user of our system to a specialist of the 1st line, who in the browser, having a headset connected to the PC, receives this call, he displays the number and username / name of the organization (downloading the telephone directory from the database in different formats is not a problem). If the issue is resolved within the competence of a specialist of 1 handset, here in the same card the essence of the call "setting rights" "deleting attachment files" is briefly filled in

The following fields are interesting for filling out the application:

Organization name, request type: "Consultation" "Work with directories" "Work with certificates" "Training" ..., full name and phone number. Once a week, statistics are displayed on which user made how many consultations, how many trainings were conducted in general, and who and how many technical calls were made.

There is also mail, 0.1% of requests go there only when they don’t reach us, they leave contacts, we call back.

The front of work is not big, the budget has not been allocated yet, we are considering all + and - but what I saw on YouTube is, firstly, a lot of superfluous things (mobile applications, gps trackers for employees, integration into telegram bots, etc.) what is not needed and is not implemented and will not be, of course. We need a program that is similar and understandable in interface without bugs and jambs, where the database of callers will be entered and the management will view the calls, their analysis and counting the “missed” calls that have fallen asleep and displaying the number of applications for the department for everything and for the employee once every 7 days.

Question to you. Does anyone have such solutions and what can you advise? It seems that I didn’t describe anything complicated, but I didn’t think that there would be torments of choice. Presented on the market are very extensive and affect many unnecessary aspects, loading your system "to the point" and I would like a simple solution that is understandable and accessible to all colleagues, sometimes even conservative in terms of new software. Thank you in advance for having stumbled upon this portal and have already learned/discovered a lot)

Answer 1

Would recommend OTRS very powerful, free, lots of languages, corporate LDAP integration.