![]() ![]() ![]() OTRS Free allows you to do basic ticket management, build a knowledge base for end users and agents, and manage agent appointment schedules. The paid editions are available for both on-premises and cloud-based deployment and include additional features such as SMS notifications, chat, and reporting. There’s an on-premises open-source edition that’s freely downloadable and can be installed on a Linux, Unix-like, or macOS machine. Open Technology Real Services (OTRS) provides help desk software with IT management. The parameters can even be based upon particular service types.The software can track response, update, and resolution times per each ticket. The service level management features of MintSD give you the ability to input your SLA parameters and monitor your performance. In MintSD you can easily see your list of assets and click on any of them to access its details or asset label. The software also supports the creation of asset tags with QR codes. The asset management features allow you to create custom categories and asset relationships. Plus, it supports live chat with your end-users. MintSD’s incident management features allow you to manage tickets with some customizations, such as custom forms, custom dictionaries, and good filtering options when viewing tickets. The company doesn’t publicize pricing details for its premium editions but does say they’re free for nonprofits. The free edition supports up to 3 agents and includes all the features besides support. Mint Service Desk (MintSD) is an IT service desk management tool offered as a downloadable on-premises solution for Linux or macOS machines with Docker the vendor also offers a managed version as a paid option. ![]() The integration also provides native remote desktop support, software and configuration deployment, and patch management. Once you set up the DesktopCentral integration, you can manage hardware and software assets via its inventory features. You can also set tasks, reminders, and tech availability with the scheduler. ServiceDesk Plus allows you to track and manage requests and solutions. The vendor offers three paid editions as well: Professional, Enterprise, and UEM pricing for each starts at $795, $945, $1,095 per year for a single tech and up to 50 computers. Its free edition supports up to 25 computers and 25 mobile devices and is offered via on-premises deployment (Windows only) or via the cloud (Azure or AWS). To get asset management with the free ServiceDesk Plus tier, you must use ManageEngine’s remote monitoring and management (RMM) tool, DesktopCentral, which integrates with the ServiceDesk Plus interface. These prices are based upon an annual commitment, but they do offer month-to-month pricing for a slight premium. Pricing to move up to 10 agents and 500 nodes for the standard tier starts at $100 per month five agents and 500 nodes for the professional and enterprise tiers, which include asset management and other advanced features, costs $100 and $250 per month, respectively. There are three editions of ServiceDesk Plus (Standard, Professional, and Enterprise), but only the Standard Edition is free with support for up to five tech agents and 500 nodes. (Click any image in this story to enlarge it.) IDGįrom the main dashboard of ServiceDesk Plus you can quickly see the stats and access both user requests and DesktopCentral functionality. The free edition, however, is offered only for on-premises deployment and can be installed on Windows and Linux machines. ManageEngine provides a help desk tool with IT management features called ServiceDesk Plus, available via the cloud or on-premises. ![]()
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