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Hello.

 

The college is looking for a software vendor that can read the bar code off of the front of our student ID’s for athletic events.  Students can use their ID’s to get a free general admission entrance.  The bar code is 9 digits, but we only want to read the first 7 digits as that is the college ID number.  The system also needs to do standard ticket sales.

 

If you are using a ticketing system that does this could you let me know the vendor?

 

Thank you.

 

Jim

 

Jim Mahlberg
Iowa Western Community College
Director of Information Technology
2700 College Road
Council Bluffs, IA 51503
712-325-3218 (Voice)  712-325-3718 (Fax)

 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Comments

                We are re-evaluating our ticketing/help desk software and looking at what other options there are out there, and there a whole lot to choose from.  I’m looking for recommendations/feedback on what people are using to help us narrow down the field a bit. 

 

Our must have requirements are these

 

·         E-mail to Ticket gateway with rule based filters

·         Analytics/reporting

·         The ability to handle multiple service desks or instances

·         LDAP integration

·         Rule based notifications/escalations

 

Our ‘nice to have’ list is

 

·         Smartphone app for technicians to check/update tickets

·         Integrated Remote Desktop/Remote control solution

·         Client self-serve portal

·         Knowledgebase

 

Any other general feedback regarding ticketing/helpdesk software would be appreciated as well.

 

 

------------------------------

James Shuttlesworth

Network Technologies Manager

Ursinus College

Information Technology

system@ursinus.edu

 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Message from gerard.strouth@southeasttech.edu

We use iSupport and I believe it has all of those features

 

http://www.isupport.com/

 

 

Gerard Strouth, MSM, VCP

Server & Systems Administrator

Southeast Technical Institute

605-367-5503

 

HI,

 

We are currently dropping iSupport and moving to ServiceNow right now…..

 

CB

 

Assistant Director of Telecommunication Planning & Implementation

University Technology Services

University of Denver

2100 S. High St. #112

Denver, CO 80208

Desk Phone: 303-871-4441

Mobile Phone: 303-520-5657

 

 

 

 

 

We're using http://www.webhelpdesk.com/ recently acquired by Solarwinds.  Visit the web interface in your mobile browser, and you get a mobile version.  Mobile interface is nothing to write home about, but it gets the job done.  I use it on my S3 when in the field.

The only piece I don't know about is remote control integration - we don't use that piece, so I'm unsure.  The rest is included in the package.

Derek Johnson | Data Communications Coordinator
FORT HAYS STATE UNIVERSITY
415 Lyman Dr. TH 101, Hays, KS 67601
(785) 628 - 5688 | djohnson@fhsu.edu





From:        "Shuttlesworth, James" <system@URSINUS.EDU>
To:        NETMAN@LISTSERV.EDUCAUSE.EDU,
Date:        10/25/2012 03:22 PM
Subject:        [NETMAN] Ticketing System
Sent by:        The EDUCAUSE Network Management Constituent Group Listserv <NETMAN@LISTSERV.EDUCAUSE.EDU>



                We are re-evaluating our ticketing/help desk software and looking at what other options there are out there, and there a whole lot to choose from.  I’m looking for recommendations/feedback on what people are using to help us narrow down the field a bit.  
 
Our must have requirements are these
 
·         E-mail to Ticket gateway with rule based filters
·         Analytics/reporting
·         The ability to handle multiple service desks or instances
·         LDAP integration
·         Rule based notifications/escalations
 
Our ‘nice to have’ list is
 
·         Smartphone app for technicians to check/update tickets
·         Integrated Remote Desktop/Remote control solution
·         Client self-serve portal
·         Knowledgebase
 
Any other general feedback regarding ticketing/helpdesk software would be appreciated as well.
 
 
------------------------------
James Shuttlesworth
Network Technologies Manager
Ursinus College
Information Technology
system@ursinus.edu
 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

We used AutoTask at my prior job. It's possibly more suited to a Managed Service Provider style business but does have the things you need I think. (Might be overkill tho.) It had: - Multiple ticket queues - Analytics - Email notifications - Customer portal - Local site delegation ability (so you can assign things to local techs at client sites, or other teams for example.) - Workflow rules, including escalation ability - Integration into a network / systems management setup called whose name escapes me but it seemed to work pretty well. - Ability to search tickets based on a variety of criteria - Pretty good reporting functions. I've no idea what the cost is though. I wasn't involved in that side of the business. I know it did also have billing and Customer Relationship Management integrated all together. Also had a mobile app version and a knowledgebase built-in, (but the KB wasn't horribly useful IMHO.) I *think* it did integrate with LDAP, but not 100% certain. When used with whatever systems management software they had it did allow a pretty wide variety of remote access and support options, including the ability to remotely execute command-line tasks. Dan Scherck Sr. Network Engineer The Evergreen State College 2700 Evergreen Parkway NW , Olympia, WA 98505
Message from ahockett@warnerpacific.edu

We’re currently using Kayako 4.0 (http://www.kayako.com/ ) at Warner Pacific.

 

The system itself is fairly robust in terms of work flow, ticket generation from e-mail / web portal, AD integration, smart phone apps for both iOS and Android along with a knowledge base for self-service.  We have about 8 different departments using it right now from various things such as: web development / bug tracking, maintenance requests for on-campus repair work, student follow-up / retention, marketing projects, Telco / phone moves etc.  The area that it falls flat on is reports.  This is an area of which the developer has continued to pledge support towards improving but it is still fairly rough.  You can of course open up an ODBC connection directly to the MySQL DB but swimming through their “sub” headers within the database for finding relevant information is burdensome.

 

Software runs on various platforms including Windows and Linux.  We’re currently running it on a VM LAMP stack and the stability and availability has been terrific.  To give you some idea, we’ve been using their software now for about 4 years or so and are quite happy with it.

 

-Aaron

Warner Pacific College

Network Engineer

 

 

Message from lists.educause.netman@change.nightwind.net

On Thu, Oct 25, 2012, at 13:22, Shuttlesworth, James wrote: > We are re-evaluating our ticketing/help desk software and > looking at what other options there are out there, and > there a whole lot to choose from. I'm looking for > recommendations/feedback on what people are using to help > us narrow down the field a bit. We built our own using RequestTracker (http://www.bestpractical.com/rt/). ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

For remote control we've been using Join.me. It's easy and free and really works well. 

At home I use it to help family.  If you come across a package that you like, but does not have remote control, you could just use join.me.

As for a HD package, Spiceworks is pretty good.  Performance isn't great but it is feature rich including ticket management via email or mobile app.  Spiceworks is free but you get ads.  You can pay for it and not get the ads. 

John

On Oct 25, 2012 5:13 PM, "Derek Johnson" <djohnson@fhsu.edu> wrote:
We're using http://www.webhelpdesk.com/ recently acquired by Solarwinds.  Visit the web interface in your mobile browser, and you get a mobile version.  Mobile interface is nothing to write home about, but it gets the job done.  I use it on my S3 when in the field.

The only piece I don't know about is remote control integration - we don't use that piece, so I'm unsure.  The rest is included in the package.

Derek Johnson | Data Communications Coordinator
FORT HAYS STATE UNIVERSITY
415 Lyman Dr. TH 101, Hays, KS 67601
(785) 628 - 5688 | djohnson@fhsu.edu





From:        "Shuttlesworth, James" <system@URSINUS.EDU>
To:        NETMAN@LISTSERV.EDUCAUSE.EDU,
Date:        10/25/2012 03:22 PM
Subject:        [NETMAN] Ticketing System
Sent by:        The EDUCAUSE Network Management Constituent Group Listserv <NETMAN@LISTSERV.EDUCAUSE.EDU>



                We are re-evaluating our ticketing/help desk software and looking at what other options there are out there, and there a whole lot to choose from.  I’m looking for recommendations/feedback on what people are using to help us narrow down the field a bit.  
 
Our must have requirements are these
 
·         E-mail to Ticket gateway with rule based filters
·         Analytics/reporting
·         The ability to handle multiple service desks or instances
·         LDAP integration
·         Rule based notifications/escalations
 
Our ‘nice to have’ list is
 
·         Smartphone app for technicians to check/update tickets
·         Integrated Remote Desktop/Remote control solution
·         Client self-serve portal
·         Knowledgebase
 
Any other general feedback regarding ticketing/helpdesk software would be appreciated as well.
 
 
------------------------------
James Shuttlesworth
Network Technologies Manager
Ursinus College
Information Technology
system@ursinus.edu
 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

We use several different systems in various groups at UM; but the group I'm in (and many others) have been using Footprints (http://www.numarasoftware.com/) for several years and everyone I know who uses it really likes it.  Of course people here have done a lot of development work to optimize it...  But it beats the pants off Remedy IMHO.

My group has only scratched the surface of its capabilities; so i can't confirm that it has everything you want.  But it's worth taking a look at, and if you have specific questions I think our developers would be willing to answer a few.



-- 
                           Dr. Kurt Hillig
  UMNet Administration    I always tell the  (734)647-8778 desk
 University of Michigan    absolute truth,   (734)323-2736 cell
Ann Arbor, MI  48105-3640   as I see it.   khillig(at)umich.edu

> Computers were invented to help people waste more time faster <


We went to Footprints as an enterprise service request system, (ITS, Facilities, etc) – and it’s been great!!  We didn’t have to do a lot of customization on the system, and it’s worked great for the last 2 years…..a few hiccups in post-upgrade, but overall much better than what we were using before, (Frontrange/Heat)….

 

M

 

From: The EDUCAUSE Network Management Constituent Group Listserv [mailto:NETMAN@LISTSERV.EDUCAUSE.EDU] On Behalf Of Kurt Hillig
Sent: Thursday, October 25, 2012 7:40 PM
To: NETMAN@LISTSERV.EDUCAUSE.EDU
Subject: Re: [NETMAN] Ticketing System

 

We use several different systems in various groups at UM; but the group I'm in (and many others) have been using Footprints (http://www.numarasoftware.com/) for several years and everyone I know who uses it really likes it.  Of course people here have done a lot of development work to optimize it...  But it beats the pants off Remedy IMHO.

 

My group has only scratched the surface of its capabilities; so i can't confirm that it has everything you want.  But it's worth taking a look at, and if you have specific questions I think our developers would be willing to answer a few.

 

 

-- 

                           Dr. Kurt Hillig

  UMNet Administration    I always tell the  (734)647-8778 desk

 University of Michigan    absolute truth,   (734)323-2736 cell

Ann Arbor, MI  48105-3640   as I see it.   khillig(at)umich.edu

 

> Computers were invented to help people waste more time faster <

 

 

Another vote here for WebHelpDesk.  We really like it!


Larry Dougher

Director of Technology
Technology Department
Windsor Southeast Supervisory Union
127 State Street, Windsor, VT 05089
Email | Twitter | LinkedIn | (802) 674-8336




Yes - I have to vote for WebHelpDesk as well (Although I am very disappointed with the SolarWinds buyout and the removal of the concurrent licensing option).  We've been using that for a bit over a year with great success.

Jeremiah Cherwien

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