[26643] in resnet
Re: WebHelpDesk ticket tracking software
daemon@ATHENA.MIT.EDU (Davis, Terry)
Tue Jul 19 12:07:07 2011
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Message-ID: <C74D3218146F3C4BA28BDB8B4EC0975207BD01@MAILDBSRV1.campus.tayloru.edu>
Date: Tue, 19 Jul 2011 15:08:57 +0000
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: "Davis, Terry" <trdavis@TAYLOR.EDU>
To: RESNET-L@listserv.nd.edu
--_000_C74D3218146F3C4BA28BDB8B4EC0975207BD01MAILDBSRV1campust_
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We have about 30 fulltime IT staff and 50-60 student techs. The quote I re=
ceived was considerably higher than our budget allows for this project. Th=
e pricing model revolves around named accounts (anytime access) and concurr=
ent users. With student workers averaging 6-9 hours per week, I thought th=
at concurrent users would be the appropriate model, but the pricing for con=
current licenses was a real shock, four times as much as a named account. =
This pricing model pushed the price way beyond what we can afford.
I find that discouraging as the product has received some good reviews and =
appears to meet most of our needs and wants.
Terry Davis
765-998-4048
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Bob Moffi=
tt
Sent: Tuesday, July 19, 2011 10:01 AM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Re: 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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<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:#1F497D">We have about 30 fulltime=
IT staff and 50-60 student techs. The quote I received was considera=
bly higher than our budget allows for this project. The pricing
model revolves around named accounts (anytime access) and concurrent users=
. With student workers averaging 6-9 hours per week, I thought that c=
oncurrent users would be the appropriate model, but the pricing for concurr=
ent licenses was a real shock, four times
as much as a named account. This pricing model pushed the price way =
beyond what we can afford.<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:#1F497D">I find that discouraging =
as the product has received some good reviews and appears to meet most of o=
ur needs and wants.<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:#1F497D"><o:p> </o:p></span><=
/p>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:#1F497D">Terry Davis<o:p></o:p></s=
pan></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:#1F497D">765-998-4048<o:p></o:p></=
span></p>
</div>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:#1F497D"><o:p> </o:p></span><=
/p>
<div>
<div style=3D"border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in =
0in 0in">
<p class=3D"MsoNormal"><b><span style=3D"font-size:10.0pt;font-family:"=
;Tahoma","sans-serif"">From:</span></b><span style=3D"font-s=
ize:10.0pt;font-family:"Tahoma","sans-serif""> Resnet F=
orum [mailto:RESNET-L@LISTSERV.ND.EDU]
<b>On Behalf Of </b>Bob Moffitt<br>
<b>Sent:</b> Tuesday, July 19, 2011 10:01 AM<br>
<b>To:</b> RESNET-L@LISTSERV.ND.EDU<br>
<b>Subject:</b> Re: ReadyDesk ticket tracking software<o:p></o:p></span></p=
>
</div>
</div>
<p class=3D"MsoNormal"><o:p> </o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:black">Cheryl,<o:p></o:p></span></=
p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:black"><o:p> </o:p></span></p=
>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:black">We have been using the Webh=
elpdesk software for a couple of years now. We love 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 customer feature re=
quests. The Web interface is very user friendly and the software 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 qu=
estions.<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:black"><o:p> </o:p></span></p=
>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:black">Bob<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:black"><o:p> </o:p></span></p=
>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:8.0pt;color:black">********=
***********************<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:8.0pt;color:black">Bob Moff=
itt<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:8.0pt;color:black">Network =
Administrator<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:8.0pt;color:black">Informat=
ion Technology Dept<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:8.0pt;color:black">Brooks S=
chool<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:8.0pt;color:black">1160 Gre=
at Pond Road<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:8.0pt;color:black">North An=
dover, MA. 01845<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:8.0pt;color:black">(E) =
; </span><span style=3D"font-size:11.0pt;font-family:"Calibri",&q=
uot;sans-serif";color:black"><a href=3D"mailto:rmoffitt@brooksschool.o=
rg"><span style=3D"font-size:8.0pt;font-family:"Times New Roman",=
"serif"">rmoffitt@brooksschool.org</span></a></span><span style=
=3D"font-size:8.0pt;color:black"><o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:8.0pt;color:black">(P) (978=
)725-6247<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:8.0pt;color:black">(F) (978=
)725-6215<o:p></o:p></span></p>
</div>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:black"><o:p> </o:p></span></p=
>
<div>
<div style=3D"border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in =
0in 0in">
<p class=3D"MsoNormal"><b><span style=3D"font-size:10.0pt;font-family:"=
;Tahoma","sans-serif"">From:</span></b><span style=3D"font-s=
ize:10.0pt;font-family:"Tahoma","sans-serif""> Resnet F=
orum [mailto:RESNET-L@LISTSERV.ND.EDU]
<b>On Behalf 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 ticket tracking software<o:p></o:p></span></p=
>
</div>
</div>
<p class=3D"MsoNormal"><o:p> </o:p></p>
<div>
<p class=3D"MsoNormal">Anyone using Web Help Desk? We've replaced Tra=
ck-It with this product and are just about to go live with it. We really li=
ke it and would appreciate any advice or feedback from anyone using this pa=
ckage...<br>
<br>
Cheryl Skingley <o:p></o:p></p>
<div>
<p class=3D"MsoNormal">Manager, Technical Support & Services<o:p></o:p>=
</p>
<div>
<p class=3D"MsoNormal">Housing and Residences<o:p></o:p></p>
</div>
<div>
<p class=3D"MsoNormal"><o:p> </o:p></p>
</div>
<div>
<p class=3D"MsoNormal">University of Waterloo<o:p></o:p></p>
</div>
<div>
<p class=3D"MsoNormal">Phone: 519-888-4567 ext 35722<o:p></o:p></p>
</div>
<div>
<p class=3D"MsoNormal">Cell: 519-573-4357<o:p></o:p></p=
>
</div>
<div>
<p class=3D"MsoNormal"><o:p> </o:p></p>
</div>
</div>
</div>
<div>
<p class=3D"MsoNormal" style=3D"margin-bottom:12.0pt"><br>
On 2011-07-18, at 11:04 PM, "Rizzo, Jim" <<a href=3D"mailto:JR=
IZZO@PROVIDENCE.EDU">JRIZZO@PROVIDENCE.EDU</a>> wrote:<o:p></o:p></p>
</div>
<blockquote style=3D"margin-top:5.0pt;margin-bottom:5.0pt">
<div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:"Ta=
homa","sans-serif";color:black">Gonna give this a shameless =
bump. I'm also researching ticket tracking software and looking at ReadyDes=
k and curious what other schools think about it.
<o:p></o:p></span></p>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:"Ta=
homa","sans-serif";color:black"><o:p> </o:p></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:"Ta=
homa","sans-serif";color:black">Jim<o:p></o:p></span></p>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:"Ta=
homa","sans-serif";color:black"><o:p> </o:p></span></p>
<div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:"Ta=
homa","sans-serif";color:black">--<br>
Jim Rizzo<br>
Helpdesk Manager<br>
Providence College Information Technology<br>
401-865-1277<br>
AIM: JRizzoPC<br>
<a href=3D"http://itweb.providence.edu/helpdesk">http://itweb.providence.ed=
u/helpdesk</a><br>
<a href=3D"http://selfhelp.providence.edu">http://selfhelp.providence.edu</=
a><br>
<br>
Find us on Facebook!<br>
<a href=3D"http://www.facebook.com/ProvCollHelpDesk">http://www.facebook.co=
m/ProvCollHelpDesk</a><o:p></o:p></span></p>
</div>
</div>
</div>
<div>
<div class=3D"MsoNormal" align=3D"center" style=3D"text-align:center"><span=
style=3D"color:black">
<hr size=3D"2" width=3D"100%" align=3D"center">
</span></div>
<div id=3D"divRpF85987">
<p class=3D"MsoNormal" style=3D"margin-bottom:12.0pt"><b><span style=3D"fon=
t-size:10.0pt;font-family:"Tahoma","sans-serif";color:b=
lack">From:</span></b><span style=3D"font-size:10.0pt;font-family:"Tah=
oma","sans-serif";color:black"> Resnet Forum [<a href=3D"mai=
lto:RESNET-L@LISTSERV.ND.EDU">RESNET-L@LISTSERV.ND.EDU</a>]
on behalf of Davis, Terry [<a href=3D"mailto:trdavis@TAYLOR.EDU">trdavis@T=
AYLOR.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 s=
tyle=3D"color:black"><o:p></o:p></span></p>
</div>
<div>
<div>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><span style=3D"color:black">As many of you have done, are doing or=
will inevitably do at some point, we are researching ticket tracking repla=
cement 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=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><span style=3D"color:black"> <o:p></o:p></span></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><b><span style=3D"font-family:"Tahoma","sans-serif&=
quot;;color:#244061">Terry Davis</span></b><span style=3D"color:black"><o:p=
></o:p></span></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><span style=3D"font-size:10.0pt;font-family:"Tahoma",&qu=
ot;sans-serif";color:#244061">Client Services Manager</span><span styl=
e=3D"color:black"><o:p></o:p></span></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><span style=3D"color:#244061"><a href=3D"mailto:trdavis@taylor.edu=
">trdavis@taylor.edu</a></span><span style=3D"color:black"><o:p></o:p></spa=
n></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><span style=3D"font-size:10.0pt;font-family:"Tahoma",&qu=
ot;sans-serif";color:#244061">236 West Reade Ave.</span><span style=3D=
"color:black"><o:p></o:p></span></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><span style=3D"font-size:10.0pt;font-family:"Tahoma",&qu=
ot;sans-serif";color:#244061">Upland, IN 46989-1001</span><span =
style=3D"color:black"><o:p></o:p></span></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><span style=3D"font-size:10.0pt;font-family:"Tahoma",&qu=
ot;sans-serif";color:#244061">765-998-4048 (office)</span><span style=
=3D"color:black"><o:p></o:p></span></p>
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