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[NL] IT Service Management System (ITSM) Presales research

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Introductie

Begin 2020 al eens diverse research gedaan waardoor we begin 2021 kozen voor diverse Google Forms. Het is niet dat er een gebrek is aan systemen, maar veel zijn veels te uitgebreid, moeilijk eigen te maken, lastig te customizen, en/of alleen beschikbaar in het Engels. Maar toch .. zou het vet zijn. Hieronder een korte lijst.

Wat is ITSM?

IT service management — often referred to as ITSM — is simply how IT teams manage the end-to-end delivery of IT services to customers. This includes all the processes and activities to design, create, deliver, and support IT services. The core concept of ITSM is the belief that IT should be delivered as a service. A typical ITSM scenario could involve asking for new hardware like a laptop. You would submit your request through a portal, filling out a ticket with all relevant information, and kicking off a repeatable workflow. Then, the ticket would land in the IT team’s queue, where incoming requests are sorted and addressed according to importance.

 

Source: https://www.atlassian.com/itsm

ITSM Research (non-WP)

FreeScout

FreshDesk

FreshWorks

Added to this list on 2021-JUN-23, due to using it myself on bouncingsprout.com with an ability to include a real-time screenshot!

HelpScout

… but with a lot of great plugins (for EDD for example)

https://www.helpscout.com/pricing/

iTop

JIRA servicedesk system

PC Repair Tracker

http://pcrepairtracker.com/page/

Price: $125. 

OSticket

Voordeel: open-source
Nadelen: waardeloze UX

 

OTRS community edition

RepairDesk.co

 

WHMCS Support Tools

https://www.whmcs.com/integrated-support-tools/

ITSM research WordPress

Voordelen t.o.v. vorige hoofdzaak is integratie met wordpress == alles-in-1 oplossing. Maar kan dat ook een nadeel zijn.

 

Generieke artikelen:

Awesome Support

URL: https://wordpress.org/plugins/awesome-support/

 

Voordelen: best by far!

Nadelen: nog niet in NL beschikbaar

RepairDesk.co Woo API plugin

 

SupportCandy

Added: 2021-APR-05

URL: https://supportcandy.net/

WooCommerce support: https://supportcandy.net/downloads/woocommerce-integration/

GPL modules: https://www.gplvault.com/product-category/wordpress-plugins/supportcandy/

Skrill: plastic

WooCommerce Freshdesk add-on (GPL)

WSDesk

URL: https://elextensions.com/plugin/wsdesk-wordpress-support-desk-plugin/

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About Earnie Rhyker

tech pioneer | intellectual BadAss | ethical lifehacker | WordPress Developer & Polyglot | information activist | blogger | added value services provider | multimedia enthusiast | senior linux server administrator | geek | bitcoin investor | laptop entrepreneur | open source contributor | hackintosh fanatic | charity donator | accredited top MLM networker & internet marketer 2014-2016 @ BFH

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Communities I have been 'hanging out' regularly over the past two decades. 

Note: links go to my profile on those respective sites. Connect with me if you like.

 

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