Track It and about 4 others.
We ended up selecting Alloy Navigator (
http://www.alloy-software.com/products/) about 18 months ago and are very
pleased with our choice. It was less expensive than most and yet highly
customizable. While Alloy has a nice web portal for users and integrates
with Active Directory, we've opted to customize our ticket system so it is
entirely email based making user training as simple as telling everyone to
send requests to a specific email address. We also found it less complex to
setup. While we've tweaked things quite a bit (e.g. creating rules to ensure
data consistency, send email alerts, etc.) since we started, it only took
about two days to learn and setup to the point where we had a functional
system.
Every school is different so there is no best help desk solution, but if you
haven't looked at Alloy I highly recommend you take a look. FWIW,
WebHelpDesk was our #2 choice followed by Track It at #3. We opted for Alloy
over Track It because it was less expensive, we liked the interface better,
and it seemed easier to customize.
Lastly, one caveat. We don't yet use Alloy to track laptop repairs because
we have a highly customized database that does this which still works very
well for us. We do plan to use Alloy for this eventually and see no major
hurdles, we just don't see any pressing need to do it now.
Tom Phelan
Peddie School
On Thu, Mar 11, 2010 at 11:27 AM, Luke Uetrecht <LUetrecht@cinci.rr.com>wrote:
> Two questions for all you 1:1 schools out there
>
> 1. Are any of you using TrackIt for your help desk software to track
> repairs and would you be willing to discuss your experience with another
> school?
> 2. What are you using to track repairs at your help desk?
>
> Thank you,
>
> Luke Uetrecht
>
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