Helpdesk magic is a term used to describe the ability of helpdesk technicians to solve complex technical issues and provide outstanding customer support. It refers to the combination of expertise, problem-solving skills, and effective communication that helpdesk professionals possess. Helpdesk technicians are trained to handle a wide range of technical problems and are often the first point of contact for customers seeking assistance. They have a deep understanding of computer systems, software applications, and network infrastructure, and can quickly diagnose and resolve issues. One of the key attributes of helpdesk magic is the ability to remain calm and composed, even in stressful situations. Customers often contact the helpdesk when they are frustrated or experiencing technical difficulties, and it is the responsibility of the technician to provide reassurance and support.

The Magic Help Desk Software Solution?

Yes Been There Done That is a help desk solution and has been around I think since 1996.

Most of this is not free, BTDT was at one point, some have billing capabilities (Autodesk, Autotask) but is really built around billing like an MSP bills a client so it's not a real ticketing system but does the same thing more in a time billable way and prints Invoices for the Client.

I've used all of these in my 20+ years in IT, some I like some have stupid features like always show closed tickets HUH?? That's just stupid when I can search for a ticket if need be.

Some are DB hogs, require a lot of CPU, memory and space (Pretty much requires its own Server, Power Plant, 530 acre Facility and Guards).

Some have NO customer Public or Intranet interface and if you want it, it's a paid add-on.

Some are 3 hours back for support, so their 9:00am is your 12:pm and you're playing phone tag for days, even Canadian support Eh?.

Some are buggy with certain browsers, some are buggy and lock when multiple users are trying to write to the SQL db, e.g. trying to edit, open or close a ticket.

I'm using Alloy now, sometimes it takes 3 minutes to update a ticket, sometimes 3 seconds same with Service Now.

You need to address totally what you want and willing to pay for and remember most that you pay for and tick you off after purchase and install you're pretty much stuck with and screwed unless your Company retains a Lawyer to sue to get the money back, which really never happens unless you're a Law Office :)

So do you want outside people to be able to create tickets? Or internal only?

Do you care about inventory and asset management?

Write your needs but there are needs you don't think about when truly writing down what you want, it's more what you think everyone does and you have used which is not case per entity.

Some people in here are bound to use what the company has chosen years ago and can't change anyone's mind, no matter how painful the software is (Or Director) another thread :).

You've seen praises on some but is it a 50 employee company? Are you a 50 Employee Company?

Did you state this and this makes a huge difference in your quest for the best.

So take all this in mind as we help you on your Journey to find the Magic Help Desk Software.

I'm not even touching Cloud Based versions for Obvious reasons------

User "My Internet is Down"

Hmm how can I put in a ticket on my little 5.5" smart phone public facing internet, oh wait we're intranet I think?, thank god I forgot my magnifying glass.

Good luck on your quest.

If you just took SW out on a date and learned how to meet her requests to learn her needs.

Customers often contact the helpdesk when they are frustrated or experiencing technical difficulties, and it is the responsibility of the technician to provide reassurance and support. This requires excellent communication skills and a patient and empathetic approach. Another aspect of helpdesk magic is the ability to think creatively and outside the box.

What;s your current Help Desk Software?

• Spiceworks 22 votes (67%)

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9 Replies

Small user base - don't need anything flash - certainly don't need to invoice my customers - Spiceworks Cloud ..

Btw - I tend to realise if the internet is down - I can't get on here!

Going back a bit - I used helpmate in the NHS - it ran off an Access database - it run like a dog with multiple users. When IT across the whole of the county came under one structure we used Touchpaper. It took a while to get it to work ok from our location (hosted in another trust) due to speed issues. Think we reverted to the web version. I then used an ancient one one in my previous full time job, we moved to Manage engine - which was pretty nice to use. I then had to temp are being made redundant and they did IT on the cheap - so we used the free Spiceworks. (my sarcasm of IT on the cheap - is they had Exchange 2003 server with the mailbox size limits though patched to be extended). Users regularly had to delete mail. I am now in my current role. We use the same Touchpaper I used 10 years ago. The exact same version. It runs like a dog (regular refresh freezes). We're moving to ServiceNow shortly. Not seen it yet, but can't be worse?

Ok. my initial caveat: Most help desk software sucks. Well. they do. Here is my take on the list. Decade and a half of industry knowledge, FWIW. :P TrackIt - Dead on the vine. It's an afterthought to BMC. No major updates in YEARS. I'd bet it's being sunset. Dell KACE - Excellent ITAM, lukewarm ITSM at best Service Now - $$$$$$$$$$$$$$$$$$$$$$$$$$$$ Remedy - Let's see how fast we can get locked into a custom solution and not ever be able to upgrade TOP desk - Honestly, I don't know much about them. More of of UK player than a US. Alloy - I only know how to spell it, sorry. Spiceworks - Forgive me folks. Nice "starter kit". Decent asset discovery. Meh ticketing. ZenDesk - Not a help desk / service desk. It is for customer service. Stop trying to make it a help desk solution. It is not one. Autodesk - Great for drafting 3-D images. Not so great for service desks. ;-P Autotask - MSP-centric and $$$ Kaseya - Lackluster UI, good asset management, bad ticket management. Been There Done That - Can't say I have. :P (P.S. If they don't sell T-Shirts for their product, well. marketing opp lost!)
ManageEngine ServiceDesk Plus - Clunky UI. Old as dirt. Works. but so does a gassed-up '74 Chevy Vega.
We've been running InvGate Service Desk Opens a new window for going on (lordy, just looked at the calendar) two years now and everyone really likes it. Its pros far outweigh the few cons. IT staff love the UI. Endusers like the self service portal. We went on-prem, rather than there hosted option. Runs cool and stable on a moderately staged VM. We actually screwed up and overlooked a feature to send physical attachments in ticket emails (rather than links). our bad during testing :( In about 3 weeks, they added it! Mad respect. Anyways. since the OP asked if asset management was important to us. YES. And it needs to be integrated with the ticketing system. We are now testing InvGate's asset manager now. Panning out pretty nicely. Stay tuned. Hope this helps in some capacity :) P.S. I urge everyone to agree or disagree with my assessment of the solutions.

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Magical Help Desk

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Magical Help Desk: Tactical Field Team

While many technical issues have straightforward solutions, there are also situations where a unique approach or workaround is needed. Helpdesk technicians are trained to analyze problems from different angles and develop innovative solutions to resolve them. Effective problem-solving is at the core of helpdesk magic. Technicians use a variety of tools, resources, and troubleshooting techniques to identify the root cause of an issue and implement the appropriate solution. This requires a combination of technical knowledge, analytical thinking, and attention to detail. In addition to their technical capabilities, helpdesk technicians also play a crucial role in customer service. They must possess excellent communication and interpersonal skills to provide clear and concise instructions, listen actively to customers' concerns, and manage expectations. Helpdesk magic includes the ability to explain complex technical concepts in a simple and understandable manner. In conclusion, helpdesk magic is an essential skill set that enables helpdesk technicians to provide exceptional customer support and resolve complex technical problems. It encompasses technical expertise, problem-solving abilities, effective communication, and a customer-centric approach. With their knowledge and skills, helpdesk technicians perform their duties like wizards, turning frustrating technical issues into smooth solutions..

Reviews for "The Helpdesk Mindset: Cultivating a Culture of Excellence"

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Empowering Helpdesk Agents: Magic Tips for Productivity and Efficiency