Zimbra Helpdesk Feature?

[jmarte]

We recently installed Zimbra and I would like to know if there is any helpdesk features or plugins. We have been using oneorzero as our helpdesk in the past, but I would like to know if Zimbra has any built in helpdesk features or plugins.

Thanks!

[quietas]

I haven't seen this with Zimbra, though I would definately like to see it in future.

[jmarte]

Agreed. I would love to see a helpdesk integrated with Zimbra!

Thanks for your help!

[uxbod]

Zimbra is a messaging collaboration tool, so personally I do not see the benefit of introducing a helpdesk. Though, you could always write a zimlet to hook into a external helpdesk system.

[quietas]

Messaging is essentially all a Helpdesk system does. Messages to the IT department with a tracking system. Also the benefit of having single logins is always great on the IT side.

[uxbod]

Something like Best Practical Solutions, LLC: RT: Request Tracker should be fairly easy to integrate, certainly from a Postfix perspective. Changing the auth mechanism might be a little bit more work.

Perhaps you could open a RFE and then the Zimbra PM team will be able to see how much interest there is for this feature.

[uxbod]

Originally Posted by quietas

Messaging is essentially all a Helpdesk system does. Messages to the IT department with a tracking system. Also the benefit of having single logins is always great on the IT side.

In its simplest form yes, but what about escalation paths, SLA/OLA objectives, reassignment, ITIL, KPIs, dashboards and the list goes on.

[quietas]

It's on a Windows system or VMWare, but we've been using Spiceworks for both Inventory/Asset Management along with Helpdesk ticketing. You might take a Zenoss as well.

[uxbod]

Zenoss is a good EMS (Event Management System) (once they resolve the WMI problem ) but is not a helpdesk system really. Well worth a look though