[26641] in resnet
Re: ReadyDesk ticket tracking software
daemon@ATHENA.MIT.EDU (Rose, Chuck)
Tue Jul 19 11:20:17 2011
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Message-ID: <F3F18953190F304C9ADF03C9360A56540D862C78CC@MBX1.AD.UCSD.EDU>
Date: Tue, 19 Jul 2011 08:14:35 -0700
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: "Rose, Chuck" <crose@ucsd.edu>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <757D446FED4D464DADED784E7E7FAF03020F6F0F47@newman>
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Hi Bob!
How many technicians do you have? Are you using the LITE or PRO edition? I =
was a little surprised by your comment about costs after looking at their w=
ebsite, but maybe that is because I use over 30 part time students, who wou=
ld each require a license. Do they host for you, or do you have the softwar=
e on your own server? SO many questions. :)
Thanks!
Chuck
UCSD
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Bob Moffi=
tt
Sent: Tuesday, July 19, 2011 7:01 AM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Re: [RESNET-L] ReadyDesk ticket tracking software
Cheryl,
We have been using the Webhelpdesk software for a couple of years now. We l=
ove it and you can't beat the yearly maintenance costs. They do a great job=
of updating their software on a daily basis and listening to their custome=
r feature requests. The Web interface is very user friendly and the softwar=
e integrates nicely with active directory. I have not had one complaint. It=
is the best helpdesk software that I've worked with. Feel free to email me=
directly or contact me if you have any questions.
Bob
*******************************
Bob Moffitt
Network Administrator
Information Technology Dept
Brooks School
1160 Great Pond Road
North Andover, MA. 01845
(E) rmoffitt@brooksschool.org<mailto:rmoffitt@brooksschool.org>
(P) (978)725-6247
(F) (978)725-6215
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Cheryl L =
Skingley
Sent: Tuesday, July 19, 2011 7:37 AM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Re: ReadyDesk ticket tracking software
Anyone using Web Help Desk? We've replaced Track-It with this product and =
are just about to go live with it. We really like it and would appreciate a=
ny advice or feedback from anyone using this package...
Cheryl Skingley
Manager, Technical Support & Services
Housing and Residences
University of Waterloo
Phone: 519-888-4567 ext 35722
Cell: 519-573-4357
On 2011-07-18, at 11:04 PM, "Rizzo, Jim" <JRIZZO@PROVIDENCE.EDU<mailto:JRIZ=
ZO@PROVIDENCE.EDU>> wrote:
Gonna give this a shameless bump. I'm also researching ticket tracking soft=
ware and looking at ReadyDesk and curious what other schools think about it=
.
Jim
--
Jim Rizzo
Helpdesk Manager
Providence College Information Technology
401-865-1277
AIM: JRizzoPC
http://itweb.providence.edu/helpdesk
http://selfhelp.providence.edu
Find us on Facebook!
http://www.facebook.com/ProvCollHelpDesk
________________________________
From: Resnet Forum [RESNET-L@LISTSERV.ND.EDU<mailto:RESNET-L@LISTSERV.ND.ED=
U>] on behalf of Davis, Terry [trdavis@TAYLOR.EDU<mailto:trdavis@TAYLOR.EDU=
>]
Sent: Thursday, July 14, 2011 3:00 PM
To: RESNET-L@LISTSERV.ND.EDU<mailto:RESNET-L@LISTSERV.ND.EDU>
Subject: [RESNET-L] ReadyDesk ticket tracking software
As many of you have done, are doing or will inevitably do at some point, we=
are researching ticket tracking replacement software. We would like to te=
st the ReadyDesk package, but five emails to them this week have gone unans=
wered. Are there any other institutions using this software? If so, what =
are your thoughts and do you have a more dependable/direct route for contac=
ting them?
Terry Davis
Client Services Manager
trdavis@taylor.edu<mailto:trdavis@taylor.edu>
236 West Reade Ave.
Upland, IN 46989-1001
765-998-4048 (office)
765-251-3373 (cell)
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link=3Dblue vlink=3Dpurple><div class=3DWordSection1><p class=3DMsoNormal>=
<span style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1=
F497D'>Hi Bob!<o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'fon=
t-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> =
</o:p></span></p><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-=
family:"Calibri","sans-serif";color:#1F497D'>How many technicians do you ha=
ve? Are you using the LITE or PRO edition? I was a little surprised by your=
comment about costs after looking at their website, but maybe that is beca=
use I use over 30 part time students, who would each require a license. Do =
they host for you, or do you have the software on your own server? SO many =
questions. </span><span style=3D'font-size:11.0pt;font-family:Wingdings;col=
or:#1F497D'>J</span><span style=3D'font-size:11.0pt;font-family:"Calibri","=
sans-serif";color:#1F497D'><o:p></o:p></span></p><p class=3DMsoNormal><span=
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D=
'><o:p> </o:p></span></p><p class=3DMsoNormal><span style=3D'font-size=
:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Thanks!<o:p></o:p=
></span></p><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-famil=
y:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p clas=
s=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Calibri","sans-s=
erif";color:#1F497D'>Chuck<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'=
>UCSD<o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'font-size:11=
.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></s=
pan></p><div><div style=3D'border:none;border-top:solid #B5C4DF 1.0pt;paddi=
ng:3.0pt 0in 0in 0in'><p class=3DMsoNormal><b><span style=3D'font-size:10.0=
pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span style=3D'font-s=
ize:10.0pt;font-family:"Tahoma","sans-serif"'> Resnet Forum [mailto:RESNET-=
L@LISTSERV.ND.EDU] <b>On Behalf Of </b>Bob Moffitt<br><b>Sent:</b> Tuesday,=
July 19, 2011 7:01 AM<br><b>To:</b> RESNET-L@LISTSERV.ND.EDU<br><b>Subject=
:</b> Re: [RESNET-L] ReadyDesk ticket tracking software<o:p></o:p></span></=
p></div></div><p class=3DMsoNormal><o:p> </o:p></p><p class=3DMsoNorma=
l><span style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:=
black'>Cheryl,<o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'fon=
t-size:11.0pt;font-family:"Calibri","sans-serif";color:black'><o:p> </=
o:p></span></p><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-fa=
mily:"Calibri","sans-serif";color:black'>We have been using the Webhelpdesk=
software for a couple of years now. We love it and you can’t beat th=
e yearly maintenance costs. They do a great job of updating their software =
on a daily basis and listening to their customer feature requests. The Web =
interface is very user friendly and the software integrates nicely with act=
ive directory. I have not had one complaint. It is the best helpdesk softwa=
re that I’ve worked with. Feel free to email me directly or cont=
act me if you have any questions.<o:p></o:p></span></p><p class=3DMsoNormal=
><span style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:b=
lack'><o:p> </o:p></span></p><p class=3DMsoNormal><span style=3D'font-=
size:11.0pt;font-family:"Calibri","sans-serif";color:black'>Bob<o:p></o:p><=
/span></p><p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:=
"Calibri","sans-serif";color:black'><o:p> </o:p></span></p><div><p cla=
ss=3DMsoNormal><span style=3D'font-size:8.0pt;color:black'>****************=
***************<o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'fo=
nt-size:8.0pt;color:black'>Bob Moffitt<o:p></o:p></span></p><p class=3DMsoN=
ormal><span style=3D'font-size:8.0pt;color:black'>Network Administrator<o:p=
></o:p></span></p><p class=3DMsoNormal><span style=3D'font-size:8.0pt;color=
:black'>Information Technology Dept<o:p></o:p></span></p><p class=3DMsoNorm=
al><span style=3D'font-size:8.0pt;color:black'>Brooks School<o:p></o:p></sp=
an></p><p class=3DMsoNormal><span style=3D'font-size:8.0pt;color:black'>116=
0 Great Pond Road<o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'=
font-size:8.0pt;color:black'>North Andover, MA. 01845<o:p></o:p></span></p>=
<p class=3DMsoNormal><span style=3D'font-size:8.0pt;color:black'>(E) =
</span><span style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";c=
olor:black'><a href=3D"mailto:rmoffitt@brooksschool.org"><span style=3D'fon=
t-size:8.0pt;font-family:"Times New Roman","serif"'>rmoffitt@brooksschool.o=
rg</span></a></span><span style=3D'font-size:8.0pt;color:black'><o:p></o:p>=
</span></p><p class=3DMsoNormal><span style=3D'font-size:8.0pt;color:black'=
>(P) (978)725-6247<o:p></o:p></span></p><p class=3DMsoNormal><span style=3D=
'font-size:8.0pt;color:black'>(F) (978)725-6215<o:p></o:p></span></p></div>=
<p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Calibri",=
"sans-serif";color:black'><o:p> </o:p></span></p><div><div style=3D'bo=
rder:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p clas=
s=3DMsoNormal><b><span style=3D'font-size:10.0pt;font-family:"Tahoma","sans=
-serif"'>From:</span></b><span style=3D'font-size:10.0pt;font-family:"Tahom=
a","sans-serif"'> Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] <b>On Beha=
lf Of </b>Cheryl L Skingley<br><b>Sent:</b> Tuesday, July 19, 2011 7:37 AM<=
br><b>To:</b> RESNET-L@LISTSERV.ND.EDU<br><b>Subject:</b> Re: ReadyDesk tic=
ket tracking software<o:p></o:p></span></p></div></div><p class=3DMsoNormal=
><o:p> </o:p></p><div><p class=3DMsoNormal>Anyone using Web Help Desk?=
We've replaced Track-It with this product and are just about to go l=
ive with it. We really like it and would appreciate any advice or feedback =
from anyone using this package...<br><br>Cheryl Skingley <o:p></o:p></p><di=
v><p class=3DMsoNormal>Manager, Technical Support & Services<o:p></o:p>=
</p><div><p class=3DMsoNormal>Housing and Residences<o:p></o:p></p></div><d=
iv><p class=3DMsoNormal><o:p> </o:p></p></div><div><p class=3DMsoNorma=
l>University of Waterloo<o:p></o:p></p></div><div><p class=3DMsoNormal>Phon=
e: 519-888-4567 ext 35722<o:p></o:p></p></div><div><p class=3DMsoNorm=
al>Cell: 519-573-4357<o:p></o:p></p></div><div><p class=
=3DMsoNormal><o:p> </o:p></p></div></div></div><div><p class=3DMsoNorm=
al style=3D'margin-bottom:12.0pt'><br>On 2011-07-18, at 11:04 PM, "Riz=
zo, Jim" <<a href=3D"mailto:JRIZZO@PROVIDENCE.EDU">JRIZZO@PROVIDENC=
E.EDU</a>> wrote:<o:p></o:p></p></div><blockquote style=3D'margin-top:5.=
0pt;margin-bottom:5.0pt'><div><div><p class=3DMsoNormal><span style=3D'font=
-size:10.0pt;font-family:"Tahoma","sans-serif";color:black'>Gonna give this=
a shameless bump. I'm also researching ticket tracking software and lookin=
g at ReadyDesk and curious what other schools think about it. <o:p></o:p></=
span></p><div><p class=3DMsoNormal><span style=3D'font-size:10.0pt;font-fam=
ily:"Tahoma","sans-serif";color:black'><o:p> </o:p></span></p></div><d=
iv><p class=3DMsoNormal><span style=3D'font-size:10.0pt;font-family:"Tahoma=
","sans-serif";color:black'>Jim<o:p></o:p></span></p><div><p class=3DMsoNor=
mal><span style=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif";color=
:black'><o:p> </o:p></span></p><div><div><p class=3DMsoNormal><span st=
yle=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif";color:black'>--<b=
r>Jim Rizzo<br>Helpdesk Manager<br>Providence College Information Technolog=
y<br>401-865-1277<br>AIM: JRizzoPC<br><a href=3D"http://itweb.providence.ed=
u/helpdesk">http://itweb.providence.edu/helpdesk</a><br><a href=3D"http://s=
elfhelp.providence.edu">http://selfhelp.providence.edu</a><br><br>Find us o=
n Facebook!<br><a href=3D"http://www.facebook.com/ProvCollHelpDesk">http://=
www.facebook.com/ProvCollHelpDesk</a><o:p></o:p></span></p></div></div></di=
v><div><div class=3DMsoNormal align=3Dcenter style=3D'text-align:center'><s=
pan style=3D'color:black'><hr size=3D2 width=3D"100%" align=3Dcenter></span=
></div><div id=3DdivRpF85987><p class=3DMsoNormal style=3D'margin-bottom:12=
.0pt'><b><span style=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif";=
color:black'>From:</span></b><span style=3D'font-size:10.0pt;font-family:"T=
ahoma","sans-serif";color:black'> Resnet Forum [<a href=3D"mailto:RESNET-L@=
LISTSERV.ND.EDU">RESNET-L@LISTSERV.ND.EDU</a>] on behalf of Davis, Terry [<=
a href=3D"mailto:trdavis@TAYLOR.EDU">trdavis@TAYLOR.EDU</a>]<br><b>Sent:</b=
> Thursday, July 14, 2011 3:00 PM<br><b>To:</b> <a href=3D"mailto:RESNET-L@=
LISTSERV.ND.EDU">RESNET-L@LISTSERV.ND.EDU</a><br><b>Subject:</b> [RESNET-L]=
ReadyDesk ticket tracking software</span><span style=3D'color:black'><o:p>=
</o:p></span></p></div><div><div><p class=3DMsoNormal style=3D'mso-margin-t=
op-alt:auto;mso-margin-bottom-alt:auto'><span style=3D'color:black'>As many=
of you have done, are doing or will inevitably do at some point, we are re=
searching ticket tracking replacement software. We would like to test=
the ReadyDesk package, but five emails to them this week have gone unanswe=
red. Are there any other institutions using this software? If s=
o, what are your thoughts and do you have a more dependable/direct route fo=
r contacting them?<o:p></o:p></span></p><p class=3DMsoNormal style=3D'mso-m=
argin-top-alt:auto;mso-margin-bottom-alt:auto'><span style=3D'color:black'>=
<o:p></o:p></span></p><p class=3DMsoNormal style=3D'mso-margin-top-al=
t:auto;mso-margin-bottom-alt:auto'><b><span style=3D'font-family:"Tahoma","=
sans-serif";color:#244061'>Terry Davis</span></b><span style=3D'color:black=
'><o:p></o:p></span></p><p class=3DMsoNormal style=3D'mso-margin-top-alt:au=
to;mso-margin-bottom-alt:auto'><span style=3D'font-size:10.0pt;font-family:=
"Tahoma","sans-serif";color:#244061'>Client Services Manager</span><span st=
yle=3D'color:black'><o:p></o:p></span></p><p class=3DMsoNormal style=3D'mso=
-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style=3D'color:#2440=
61'><a href=3D"mailto:trdavis@taylor.edu">trdavis@taylor.edu</a></span><spa=
n style=3D'color:black'><o:p></o:p></span></p><p class=3DMsoNormal style=3D=
'mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style=3D'font-si=
ze:10.0pt;font-family:"Tahoma","sans-serif";color:#244061'>236 West Reade A=
ve.</span><span style=3D'color:black'><o:p></o:p></span></p><p class=3DMsoN=
ormal style=3D'mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span st=
yle=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#244061'>Up=
land, IN 46989-1001</span><span style=3D'color:black'><o:p></o:p></sp=
an></p><p class=3DMsoNormal style=3D'mso-margin-top-alt:auto;mso-margin-bot=
tom-alt:auto'><span style=3D'font-size:10.0pt;font-family:"Tahoma","sans-se=
rif";color:#244061'>765-998-4048 (office)</span><span style=3D'color:black'=
><o:p></o:p></span></p><p class=3DMsoNormal style=3D'mso-margin-top-alt:aut=
o;mso-margin-bottom-alt:auto'><span style=3D'font-size:10.0pt;font-family:"=
Tahoma","sans-serif";color:#244061'>765-251-3373 (cell)</span><span style=
=3D'color:black'><o:p></o:p></span></p><p class=3DMsoNormal style=3D'mso-ma=
rgin-top-alt:auto;mso-margin-bottom-alt:auto'><span style=3D'color:black'>&=
nbsp;<o:p></o:p></span></p></div><p class=3DMsoNormal><span style=3D'color:=
black'><br><br></span><span style=3D'font-size:10.0pt;font-family:"Gill San=
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