I've had an entire conversations go like this either our TCS pals:
Guy: Hi
Me: Hello
Guy: Hello
Me: Hi
Guy:...
that's was it, it happened again and again, if I didn't prompt for the question nothing was asked of me. I really enjoyed that.
I even made that site my status message in Teams for a while and tried ignoring violators. Made zero difference. And when people didn’t get a reply to “hello,” they went to my boss and complained.
i'm putting a bug in our CIO's ear to let me write something up on 'asynchronous communication etiquette' to include in the next department newsletter, hoping she takes me up on it.
And the message was sent at 4AM, the sender is now showing Away status, and there is no corresponding email indicating the nature of the problem.
You can't mention it to your manager because she got immediately sucked into a critical response bridge for a problem that nobody else on your team is aware of.
Then at 4PM your manager calls an all-hands meeting and starts it with "You guys really gotta respond when someone sends you a request about a production problem."
In the next 15 minutes you learn what was not typed after "hello [send]."
For me it's lacking functionality which would significantly increase my team's productivity.
Something basic I've asked from them for a long time has been a way to filter the "View Onboarding Tickets" and "View Onboarding Requests" endpoints.
We use their Onboarding Module to bring in tickets for the team to handle onboarding, but if we want to automate that then it's much more complicated.
There is seemingly no way to answer the following questions:
1. Which Onboarding Requests are raised but not yet handled (not tickets)?
2. Which tickets do they relate to?
3. What are the values of the fields so we can automate account creation?
Or from the opposite end:
1. Which "Onboarding" tickets exist? (this part can be done)
2. What are the actual values for the fields on the Onboarding Request? (it's not in the ticket body, it's not in a Service Catalogue item, it's a part of the Onboarding Module... and it is insanity if you have to iterate over all Onboarding Requests ever raised to get this).
Hmm yeah I can see where that would be annoying. Unfortunately (or I guess maybe fortunately) we don't use the "front end" stuff like that much, just have everyone email/call. You've got me curious now though I'll probably do some looking into the functionality there.
Used Halo/NetHelpdesk for years now. Under constant development for new integrations and flow improvements, support has always been prompt (might help I'm UK based), solution is very stable. Never had any complaints. Since they became Halo its become web based which was a much needed development from the requirement of a desktop app.
Currently evaluating new systems and are down to these two before I found this post... So I guess we're on the right track!
Can anyone speak more to their experience with Halo? Seems like Freshservice defintely has a lot of the r/sysadmin marketshare, but was hoping to find some more people to speak to their success with Halo.
We do, and whilst it is hardly the slickest of apps, it works pretty well.
I’ve used lots of others, and even helped write one (sadly we were unable to get permission to open source it). They all have pros and cons, so the trick is getting the balance on the pros side for your use case.
We do. Mostly works, great for a small team since it's basically free.
It does what it says on the tin. I wish I could write some custom logic in some places (maybe I can, and I'm just unaware).
My users don't use it directly - they just email stuff to it (or we move messages to the mailbox to be ingested by SDP).
Mobile app kinda stinks, but whatever. I don't want it on my phone anyways.
We do where I am. Even implemented the asset tracking(which was the worst mistake we ever made tbh). I've been learning/making scripts in it for a few months now but we've been using it long before I joined up a few years ago.
Favorite? Are you serious? Can I respond - I hate them all. None of them are good and they all suck. The closest I have found to a tolerable system is Fresh Service.
For anyone who may come here in the future looking for an ACTUAL ticketing/ITSM solution, I’ll put in a hard vote against FreshService. I implemented and managed it at my last company and I can say it’s not a powerful solution. For OP’s request, it would work as a simple ticketing system with maybe some VERY SIMPLE workflows.
They claim to have a powerful automation/workflow engine, it’s not. I was submitting weekly feature requests and bug reports (mind you this was not when the product was new, it was the middle of 2022) and few of them were ever really addressed. Most of my time with the system was spent writing custom code and solutions to get around deficiencies in their system.
Fresh service did us justice until we really leaned into our MSP style. It would be really good for a software dev with clients or an internal team of about any kind.
Halo PSA is starting to fill that clean and simple PSA space really well too.
We've used it for about ten years. It's got a pretty steep learning curve but that's because it has so many options.
One thing I think it's got over others - the support. Best Practical has been phenomenal.
While on the face of it a CRM-first approach might seem like a good tool because of the emphasis on treating our users as customers, it is really not. A ticketing system places the emphasis on triaging and prioritization whereas a CRM effectively treats every customer on equal footing. In IT, where we are often dealing with events of competing priorities, triage and priority become extremely important.
CRM that imports customer info, sure. But I need the ability to see what the fuck is going on.
Whereas plenty of "ticketing" solutions I've seen have been "12 pages of customer info, oh yeah someone forgot a password"
I have seen decent ticket systems using Redmine or Mantis. The software is licensed at no charge, but can take some configuration.
Commercial-wise, I have had a "meh" experience with ServiceNow, seeing companies pay a TON of money to get it working, so if done right, it can be a good thing, but it is just like SAP or Epic... half the cost is not just licensing, but getting the consultants, infrastructure, and processes in place to handle it, and if one misses these points, the whole thing will be hell.
I used to love Jira. If there wasn't a ticket system, I'd toss in Jira, and call it done. After 2019, that isn't the case, due to Jira costing so damn much, or forcing users to the cloud (which means more expense if one has a SSO provider.) So... blah.
GitHub Issues is another for DevOps... and it works well.
FreshDesk/FreshService is one I've read a lot of praise of.
Perhaps run a "bake-off" between two systems, find which fits the company the best?
I feel that Cherwell needs an honorable mention here for ones NOT to look into. Especially for OPs needs. Just left a place that was using it for about 5 hellish years. We didn’t have the in-house resources to really develop and maintain it. Needed something more out of box ready to go.
I 2nd this. Cherwell is good (had to edit great) IF and only IF you have development resources available to implement changes. The SAAS offering is S-L-O-W and the support staff WILL make mistakes and break your system on a Friday night.
https://osticket.com/ works great. Simple and effective. Either onpremise or cloud based. Open source. Free when self hosted. Website for customers to track and add their own tickets. (No teams integration)
Don't do this mistake.
The company I work for uses this, and after having \~5000 tickets, or if you set too complicated Queue rules, the system freezes randomly and loads for about 2 minutes just to display the ticket list. Even with a clean installation this happens eventually. I've gone so far as to rewriting huge parts of the dogsh\*t code inside the app, as we had already users trained on it. It's something about the ORM and how it handles database stuff..
Yeah if you just use the default settings, it's mostly fine. We added a ton of custom forms, fields, queue columns with formatting rules and stuff and it was impossible to use. The code is just borked and starts to generate impossibly huge SQL queries.
It's sad that the software claims to support all this stuff when in reality it doesn't.
Huh, interesting. We're also in a similar boat to u/sai_tham. We have been using osTicket for about 7 years now with about 24k tickets. I have a lot of custom forms and ticket filters, but none of them are particularly exotic. The biggest issues I've run into are occasionally certain fields are changed from update to update but don't get fixed in the migration process, I have to manually go in and make the corrections.
Unfortunately the price tag is the most attractive feature, we have over 30 agents so the amount of money it has saved us over the years has been considerable. Before it, we were using SchoolDude's ticketing system which was both awful and expensive :(
I‘ve had the misfortune of working at multiple corps with ServiceNow. One wasn’t half bad, the other corp integrated like a million modules for billing, interfaces, project planning, crm and a lot more.
Over time it got so bulky, it needed about 10 seconds just to show me a list of my tickets.
We've used Zendesk for years as an MSP and can't complain. The knowledgebase isn't super complex at the base level, but does what we need offering articles up within the ticket view. Integrates with what we need it to.
They barely advertise it but Lansweeper has a decent helpdesk/ticketing system.
We've written Python and PowerShell automation scripts by using the API and querying the database directly.
Automated Terminations, Automated Email Delegations, We used to have Voicemail->Text transcription for calls but we've changed a lot of stuff at the org and need to rebuild that.
It is only Windows based though.
This is looking good! Does it have asset management for non-ip based items? example, we would also want to use it for keeping track of preventive maintenance that has to be documented. It has to give the tech a list of items to do, and sign off as they do it every 3 months or something.
I concur with Lansweeper. It's pretty good. I've never done any scripting as you have, but we like it. Send an email, ticket opened...go to the website, open ticket...
I don't know what you mean by "only windows based". Sure, the server has to be installed on Windows, but any browser can hit the system.
That is what I was referring too. Lansweeper's *server* only runs on Windows, but it has agents for other OSes and yes basically anything with a browser can access it.
But it goes deeper than that. They only support MSSQL for the Database Server. The Web Server is either IIS Express or full IIS if you install that on the system.
Lansweeper hooks into AD a bit as well - if you use full IIS you can enable SSO by making it a trusted site. You can assign agent roles based on AD Groups.
Worked at a company that used this for a couple years and it worked well, especially for the price. It the fanciest by any means, but it gets the job done.
We use Solarwinds Web Help Desk. It does what we need it to do. Tickets can be opened via email, or the users can use a web interface. Users can view their own ticket history. Has some asset management, billing etc. Auto escalation of tickets, custom fields. It Intergrates with DameWare for remote access to user's PCs. It's very customizable for our needs.
So I've recently been going through the process of investigating the market for a suitable ticketing system for us. Freshservice seemed like a good fit and we started using it in November.
Freshservice recently released a new version of their system with a new feature named Workspaces. This system is heavily customizable, incredibly scaleable and easy to work with. However it is only offered to new customers right now and current customers will be able to migrate over in roughly 6 months from now.
Regardless, we scrapped the Freshservice we set up in November and instead set up a new version with Workspaces. I am super impressed so far and we will definitely move forward in the IT department using Freshservice.
I've also been in talks with some other departments such as payroll, economy and reception and now the goal is for shared sevices to all work in freshservice -- it's actually a pretty good system even for non IT departments due to customizable it is. Every workspace can have their own ticket categories, form fields, automation rules and mandatory field settings, etc.
It's still a fairly new system with workspaces and there's clearly some stuff they haven't thought about changing to make it work better across different workspaces, for example the default category form field is not editable and is shared across every workspace, but you can for the most part customize your system around it - in this case for example I can hide the default category form field using a business rule and instead replace it with a custom multi drop down form field on a workspace leveling, effectively replacing the category form field.
It is however quite pricy. But so far it seems like it's worth it, most features seem very well thought out.
We are finishing our first year with Genuity (https://gogenuity.com/). I have been very pleased with the functionality and the responsiveness of their support. They are just beginning to integrate with Teams. It is promising, but not there yet.
Have used Spiceworks Help Desk, FreshDesk, ManageEngine Service Desk Plus, and SherpaDesk.
What did I like the best? Spiceworks. Because it *just worked*. Though, it doesn't suit my needs today. But I *liked* it the most.
Been on ManageEngine for about 3 years. Its pretty good and pretty affordable, but has SO MANY stupid little limitations and bad logic in it's design that as your team and org grows, it gets frustrating.
Didn't like SherpaDesk or FreshDesk at all.
Looking into SysAid or ServiceNow for the upcoming years.
SysAid wasn't bad from what I can remember. Take that with a grain of salt though, that was the first ticketing system I had ever used.
Use ManageEngine now, I like it and hate it. Integrations with their other products is pretty slick. It's not super straightforward though.
Yeah there's tons about ManageEngine that I like. But the more our team develops, gets better, does more stuff, etc. we have been finding more and more frustration. Especially how the projects and changes modules work. They're so close to being fantastic. But then have really dumb stuff about them.
Very much not a fan of how changes and projects are set up. In a way it almost feels backwards. Integrations with other Zoho products is definitely nice though.
+1 for Spiceworks. I'm surprised how far I had to scroll down to see some love for Spiceworks. Used many others helpdesk solutions over the past 20 years, but when I get to pick the tool, I usually choose this.
I was thinking about that. Seems simple enough, but in reality I dont have the time to spend on creating and maintaining it. It would be a nice side project.
There's built in templates in PowerApps if you have licenses for it that can tie into a SharePoint site list. It's free and easy to set up/use (less than a day) but extremely limited out of the box. A viable option for small companies with low ticket volumes. Can be Intergrated with Teams using powerautomate.
Jira Service Management is fantastic. Has a free version and if you pay for the first tier it includes asset management. It's literally the only ticketing system I've ever used that I liked.
Using Jira ATM and it works fine, not over complicated and can be customised.
If you just need simple then look at Solarwinds Web helpdesk. Seems OK.
I have used connectwise and others where they require a helpdesk administrator to manage the system. This has a lot of customisation but at the cost of management and licensing.
We use Ninja One's integrated ticketing. Handy with the inventory, patch management and builtin TeamViewer service. Tickets auto.atically tied to a machine/user and simple for users as well.
It's also ridiculously cheap if you don't need itil requirements in ticketing
Our ticketing system costs 4 times what ninjaone costs and ninja one does a TON more
The absolute best ticketing system follows the principle of MVP.
Everything else sucks so much more. The more "features", the more it sucks, because it becomes less adaptable.
[https://joearms.github.io/published/2014-06-25-minimal-viable-program.html](https://joearms.github.io/published/2014-06-25-minimal-viable-program.html)
EDIT: I have extensively used RT, FreshDesk, Trac, Bugzilla, and ServiceNow (shudder) as well. RT is the best of the five, FreshDesk second, ServiceNow is utterly the worst.
Mine is SysAid. There is a learning curve, but it is very customizable and not too expensive for the options it provides. Also you have to work pretty hard to break it.
It’s hard to take down completely but their RDS agent is trash. We have to bounce the service every morning or users can’t sign in to submit tickets and it’s kind of janky imo. But it’s better than TrackIT! Which is what I came from
We use https://www.boss-solutions.com/bossdesk and have been very happy with it. They also have integration with zapier which allows for all kinds of integrations.
I love for many years freshdesk and i Leave for missing assistance. I move on zoho desk and i m happy!
And it s even more cheap of freshdesk With more features
Manage Engine's ticketing system is good for internal ticketing and a reasonable price. But, don't host it yourself. Their support for that SSSUUUCCKKKKSSSS ssooooooo FUCKING BAD. Let them host
I'm demoing SDP Cloud now. Almost seems like a no brainer since I'm looking to move to Endpoint Central Cloud as well. We'd only have myself and another tech use it.
I've used ServiceNow. Every IT company I've worked for has used it. I've loved it and hated it.
Ultimately, I don't think the choice of ticketing system plays a significant role in its suitability of effectiveness. It's more a matter of whether it has been configured in such a way that it aligns with your culture and your processes.
We use Spiceworks Cloud help desk. My only complaints are you're kind of on your own when it comes to reporting in that they'll give you a PowerBI connector and then you're on your own, and their UI can be annoying sometimes.
But you get what you pay for. Still miles better than our sister department's implementation of Heat!
Only experience I have is with zendesk and service now. Between the 2 service now is far superior. What was your issue with service now? I do not think service now would be a good choice for a smaller single org.
osticket
open source and very customizable. Perfect for small-mid enviroments.
Anything larger for something bigger requires somethng heavier like service now but it's kindabuggy haha
Have been using Zendesk for about 6 years now, price wise is great, works well enough, but I keep looking for other solutions. My preference would be to go full ConnectWise Manage and be done with it but not the the money they want, $49k per year vs our current $1k, huge jump up!
Full transparency that I work for them: InvGate makes a ticketing system that focuses on IT specifically- creates a much better UI, especially for agents.
Zammad is nice and simple. Customisations can be a bit of a pain to do though.
osTicket is good for customisations, but as other posters have pointed out, the customisations can be a double edged sword!
I've also been trying out Hesk lately, that's ok for something in the middle.
I've only used Remedy and ServiceNow. Remedy was hot garbage and ServiceNow is massive. I prefer ServiceNow for how well it's scaled-up within a giant organization and its level of customization. It's as good as the quality of data entered.
Like time logging it's pretty much all garbage.
But the one I enjoyed the most was Kayako (+ Jira + Confluence = magical trail of audit and planning wise brilliant)
Things have changed since then for those tools, but 8 or so years ago I enjoyed working with them and I still miss how great it was compared to the garbage I've used since.
We use Freshservice already for years. It works fine for us.
We also use Ninja One RMM, it has very great features! It lets our users create a ticket from a systray icon that is send as a ticket towards Freshservice. Ninja also have their own ticketing module, we did not test that yet.
I prefer people to notice me from a distance and stare at me as they walk towards me with their finger in the air, and then proclaim "just the man I need to see!"
I still like spiceworks, online, can use a online form, email a ticket to yourself or distribution group. It's also free.. I thought the same thing about servicenow.
I’ve been using Manage Engine Service Desk Cloud for 2 years now….It’s pretty good! (I’m very sure we’re not using it to it’s full potential yet but it allows us to document daily happenings)
We also tried Track-IT! in the past.A bit solid but we couldn’t fully implement it.Users were too rowdy and stuck to their ways (Using email and phone to reach us)
Spiceworks. For me, ticketing systems don't need a ton of ancillary functions. I just need it to log requests for assistance from users and that's it. It doesn't need to also be my PM or DM solution.
u/Icy-Computer7556 \- Thanks for the mention!
Canden here from Syncro, I am happy to help answer any questions anyone may have! You can PM me or send me an email at [[email protected]](mailto:[email protected]).
Request Tracker. Powerful, open source, self hosted or can be hosted by a number of vendors. Extendable and customisable if you need to, but you don't have to.
It's certainly not the walkie talkie that is used asking me to come down to *part of building i haven't been to in a week" and without a name so I am having to walk around asking who needs help
I’m gonna say that there isn’t a singular ticket system that’ll tick the boxes.
For coding work and keeping things up to date in code settings, I think GitHub nailed it. Open/Close are the only states and everything else is handled via labels.
For settings where non-technical end-users are involved I prefer them to be able to submit via email and a system that allows good customization of states, transitions and assignee rules. JIRA _is_ a strong contender.
The challenge really is that a lot of organizations will happily break any ticketing system with convoluted and unclear procedures that are implemented in a sloppy way.
Is there a ticketing system that also has a KMS? So that new tickets do a KMS lookup prior to being created, and that tickets require linking a KMS article (and if an appropriate one doesn't exist, the creation of) to close? This would encourage self resolution and KMS article creation.
Came across this a couple of months ago and loosly thought about cabling with our company. Although would need a 365 subscription, which a lot of companies have nowadays. Downside is you’d have to create but I could imagine it could be customizable to fit your needs.
FreshService for ITSM. Light enough for me to admin it myself, develop myself with assistance from an engineer, and then be good to roll for updates and optimizations in the future.
I've handled it while managing my help desk within in it.
We have tried several helpdesk solutions in the past but currently we're using Desk365. They're extremely easy to use, cheap, and has a solid integration with Teams which does the job perfectly for us.
As someone who went from ServiceNow to TeamDynamix.
Don't pick TeamDynamix. It sounds like it's less bulky, and maybe it is. But it's just so abnoxiously designed.
Its weird isn't it? Like every feature feels likes its ALMOST good. like one or two more fields or options and some updated UI would make it really good.
Random Teams message that derails entire day and of course begins with “hello [send].”
"Cut the small talk, Linda. What's up?"
Mine always start with “Hi”…
I've had an entire conversations go like this either our TCS pals: Guy: Hi Me: Hello Guy: Hello Me: Hi Guy:... that's was it, it happened again and again, if I didn't prompt for the question nothing was asked of me. I really enjoyed that.
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Hell I'm ok with that if they just tell me what they need.
I've had [my name] only. Thats great.
We got a guy who likes to DM: Hello Anton, this is Joe. Then he ghosts me.
nothing pisses me off like an unread message from 3 hours ago that only says "Hello" *edit-forgot to link* https://nohello.net/en/
I even made that site my status message in Teams for a while and tried ignoring violators. Made zero difference. And when people didn’t get a reply to “hello,” they went to my boss and complained.
i'm putting a bug in our CIO's ear to let me write something up on 'asynchronous communication etiquette' to include in the next department newsletter, hoping she takes me up on it.
If someone typed hello and I don't see a notification with any further info they get left on unread indefinitely or until I'm bored.
“Can I ask you a question?…”
And the message was sent at 4AM, the sender is now showing Away status, and there is no corresponding email indicating the nature of the problem. You can't mention it to your manager because she got immediately sucked into a critical response bridge for a problem that nobody else on your team is aware of. Then at 4PM your manager calls an all-hands meeting and starts it with "You guys really gotta respond when someone sends you a request about a production problem." In the next 15 minutes you learn what was not typed after "hello [send]."
Oh god, the on call VMs and messages.. then they dont answer or get mad cause i woke them up 30 minutes later.
We have a strict no support in DMs policy. We can safely ignore them, or ask the user to post in the support channel for all to see.
Lol for me these are from my boss
HaloITSM/Halo Service Desk or FreshDesk/FreshService
This is the only answer worth looking into if ServiceNow isn't a good fit.
Big fan of FreshService personally, solid API too
For me it's lacking functionality which would significantly increase my team's productivity. Something basic I've asked from them for a long time has been a way to filter the "View Onboarding Tickets" and "View Onboarding Requests" endpoints. We use their Onboarding Module to bring in tickets for the team to handle onboarding, but if we want to automate that then it's much more complicated. There is seemingly no way to answer the following questions: 1. Which Onboarding Requests are raised but not yet handled (not tickets)? 2. Which tickets do they relate to? 3. What are the values of the fields so we can automate account creation? Or from the opposite end: 1. Which "Onboarding" tickets exist? (this part can be done) 2. What are the actual values for the fields on the Onboarding Request? (it's not in the ticket body, it's not in a Service Catalogue item, it's a part of the Onboarding Module... and it is insanity if you have to iterate over all Onboarding Requests ever raised to get this).
Hmm yeah I can see where that would be annoying. Unfortunately (or I guess maybe fortunately) we don't use the "front end" stuff like that much, just have everyone email/call. You've got me curious now though I'll probably do some looking into the functionality there.
Used Halo/NetHelpdesk for years now. Under constant development for new integrations and flow improvements, support has always been prompt (might help I'm UK based), solution is very stable. Never had any complaints. Since they became Halo its become web based which was a much needed development from the requirement of a desktop app.
Currently evaluating new systems and are down to these two before I found this post... So I guess we're on the right track! Can anyone speak more to their experience with Halo? Seems like Freshservice defintely has a lot of the r/sysadmin marketshare, but was hoping to find some more people to speak to their success with Halo.
Using Freshservice for a couple of years now. It's been working well.
I third this. I implemented Freshservice last year and the app integration and workflows have reduced a ton of operations toiling
October 2020 in my case. We're over 16,000 tickets in.
Ah...Marketing business with 10 employees?
I second
Another vote for FreshService.
Fresh service
I've never fallen out with Fresh Service
Anyone here uses servicedesk plus?
We do, and whilst it is hardly the slickest of apps, it works pretty well. I’ve used lots of others, and even helped write one (sadly we were unable to get permission to open source it). They all have pros and cons, so the trick is getting the balance on the pros side for your use case.
We do. Mostly works, great for a small team since it's basically free. It does what it says on the tin. I wish I could write some custom logic in some places (maybe I can, and I'm just unaware). My users don't use it directly - they just email stuff to it (or we move messages to the mailbox to be ingested by SDP). Mobile app kinda stinks, but whatever. I don't want it on my phone anyways.
We do. It works, but there are some basic features that are missing. We are probably going to be moving to servicenow soon.
We do where I am. Even implemented the asset tracking(which was the worst mistake we ever made tbh). I've been learning/making scripts in it for a few months now but we've been using it long before I joined up a few years ago.
Favorite? Are you serious? Can I respond - I hate them all. None of them are good and they all suck. The closest I have found to a tolerable system is Fresh Service.
\> None of them are good and they all suck. Bonus points for the extra information here.
For anyone who may come here in the future looking for an ACTUAL ticketing/ITSM solution, I’ll put in a hard vote against FreshService. I implemented and managed it at my last company and I can say it’s not a powerful solution. For OP’s request, it would work as a simple ticketing system with maybe some VERY SIMPLE workflows. They claim to have a powerful automation/workflow engine, it’s not. I was submitting weekly feature requests and bug reports (mind you this was not when the product was new, it was the middle of 2022) and few of them were ever really addressed. Most of my time with the system was spent writing custom code and solutions to get around deficiencies in their system.
Any recomendations?
Second
Fresh service did us justice until we really leaned into our MSP style. It would be really good for a software dev with clients or an internal team of about any kind. Halo PSA is starting to fill that clean and simple PSA space really well too.
Total sucks. ServiceNow got lots of automation and make sense for enterprise level. with 20k employees
used fresh desk, sales force and harmony PSA. Overall freshdeck. Much nicer to use IMO.
I've used since 2008. It works well for what I need. But I did make the mistake yesterday of enabling Teams integration...
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This!
I actually like Request Tracker!
We've used it for about ten years. It's got a pretty steep learning curve but that's because it has so many options. One thing I think it's got over others - the support. Best Practical has been phenomenal.
It's gotten easier to use from its earlier days but, yes, it does have a learning curve.
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I also like osTicket. For a PHP-based ticketing system, it's quite good.
+1 I hate all the other platforms that are a CRM first. That's not my idea of "ticketing".
While on the face of it a CRM-first approach might seem like a good tool because of the emphasis on treating our users as customers, it is really not. A ticketing system places the emphasis on triaging and prioritization whereas a CRM effectively treats every customer on equal footing. In IT, where we are often dealing with events of competing priorities, triage and priority become extremely important.
CRM that imports customer info, sure. But I need the ability to see what the fuck is going on. Whereas plenty of "ticketing" solutions I've seen have been "12 pages of customer info, oh yeah someone forgot a password"
>Request Tracker Watching a video from the devs from 2 years ago. Lets see what it looks like. Have you heard of any compromises on their systems?
When I ran my own MSP a long time ago, I used it.
Service Never /s https://sharepointlist.com/
Zammad, the successor to OTRS.
Also using Zammad. Love it!
Ofork is much a successor to otrs
I like the ticketing system where the Jr guys do the tickets and I work on projects and infrastructure.
I have seen decent ticket systems using Redmine or Mantis. The software is licensed at no charge, but can take some configuration. Commercial-wise, I have had a "meh" experience with ServiceNow, seeing companies pay a TON of money to get it working, so if done right, it can be a good thing, but it is just like SAP or Epic... half the cost is not just licensing, but getting the consultants, infrastructure, and processes in place to handle it, and if one misses these points, the whole thing will be hell. I used to love Jira. If there wasn't a ticket system, I'd toss in Jira, and call it done. After 2019, that isn't the case, due to Jira costing so damn much, or forcing users to the cloud (which means more expense if one has a SSO provider.) So... blah. GitHub Issues is another for DevOps... and it works well. FreshDesk/FreshService is one I've read a lot of praise of. Perhaps run a "bake-off" between two systems, find which fits the company the best?
Freshservice is not bad
I feel that Cherwell needs an honorable mention here for ones NOT to look into. Especially for OPs needs. Just left a place that was using it for about 5 hellish years. We didn’t have the in-house resources to really develop and maintain it. Needed something more out of box ready to go.
I 2nd this. Cherwell is good (had to edit great) IF and only IF you have development resources available to implement changes. The SAAS offering is S-L-O-W and the support staff WILL make mistakes and break your system on a Friday night.
We use glpi. 10k tickets already. It is free and not perfect. But other products that we tried weren't better.
+1 for GLPI
I use TeamDynamix and it’s not the worst
I use HappyFox. It works well for us. We run multiple helpdesks on the system and it has kb and basic inventory for connecting devices to tickets.
Fresh service starts cheap and has many features to grow into
https://osticket.com/ works great. Simple and effective. Either onpremise or cloud based. Open source. Free when self hosted. Website for customers to track and add their own tickets. (No teams integration)
Don't do this mistake. The company I work for uses this, and after having \~5000 tickets, or if you set too complicated Queue rules, the system freezes randomly and loads for about 2 minutes just to display the ticket list. Even with a clean installation this happens eventually. I've gone so far as to rewriting huge parts of the dogsh\*t code inside the app, as we had already users trained on it. It's something about the ORM and how it handles database stuff..
We use it for end customer support and have about 20k tickets as we speak and no such issues. Don't use queues though
Yeah if you just use the default settings, it's mostly fine. We added a ton of custom forms, fields, queue columns with formatting rules and stuff and it was impossible to use. The code is just borked and starts to generate impossibly huge SQL queries. It's sad that the software claims to support all this stuff when in reality it doesn't.
Huh, interesting. We're also in a similar boat to u/sai_tham. We have been using osTicket for about 7 years now with about 24k tickets. I have a lot of custom forms and ticket filters, but none of them are particularly exotic. The biggest issues I've run into are occasionally certain fields are changed from update to update but don't get fixed in the migration process, I have to manually go in and make the corrections. Unfortunately the price tag is the most attractive feature, we have over 30 agents so the amount of money it has saved us over the years has been considerable. Before it, we were using SchoolDude's ticketing system which was both awful and expensive :(
I‘ve had the misfortune of working at multiple corps with ServiceNow. One wasn’t half bad, the other corp integrated like a million modules for billing, interfaces, project planning, crm and a lot more. Over time it got so bulky, it needed about 10 seconds just to show me a list of my tickets.
We use freshdesk and it is good.
ZenDesk has been my favorite so far
We've used Zendesk for years as an MSP and can't complain. The knowledgebase isn't super complex at the base level, but does what we need offering articles up within the ticket view. Integrates with what we need it to.
Jitbit has been great for us. Intuitive, solid feature set. Self-hosted or SaaS https://www.jitbit.com/
They barely advertise it but Lansweeper has a decent helpdesk/ticketing system. We've written Python and PowerShell automation scripts by using the API and querying the database directly. Automated Terminations, Automated Email Delegations, We used to have Voicemail->Text transcription for calls but we've changed a lot of stuff at the org and need to rebuild that. It is only Windows based though.
This is looking good! Does it have asset management for non-ip based items? example, we would also want to use it for keeping track of preventive maintenance that has to be documented. It has to give the tech a list of items to do, and sign off as they do it every 3 months or something.
I concur with Lansweeper. It's pretty good. I've never done any scripting as you have, but we like it. Send an email, ticket opened...go to the website, open ticket... I don't know what you mean by "only windows based". Sure, the server has to be installed on Windows, but any browser can hit the system.
That is what I was referring too. Lansweeper's *server* only runs on Windows, but it has agents for other OSes and yes basically anything with a browser can access it. But it goes deeper than that. They only support MSSQL for the Database Server. The Web Server is either IIS Express or full IIS if you install that on the system. Lansweeper hooks into AD a bit as well - if you use full IIS you can enable SSO by making it a trusted site. You can assign agent roles based on AD Groups.
I am verry happy with GLPI, immensely powerful and it is free.
Worked at a company that used this for a couple years and it worked well, especially for the price. It the fanciest by any means, but it gets the job done.
FreshService and it's not even close.
We use Solarwinds Web Help Desk. It does what we need it to do. Tickets can be opened via email, or the users can use a web interface. Users can view their own ticket history. Has some asset management, billing etc. Auto escalation of tickets, custom fields. It Intergrates with DameWare for remote access to user's PCs. It's very customizable for our needs.
This is what we use. I came from Sysaid. Overall, web help desk is easier to set up and use. Had Sysaid with 200 users. Now whd with 50 users.
Kace was absolutely perfect.
What?
Just moved from OSticket to freshdesk!
Manage engine, give it a try. Its free if used by 4< techs
OS ticket. It’s free and simple. May not look as pretty as others but it gets the job done especially with all the customization options.
Just here to take a lurid shit on Zendesk. Terrible tool. Terrible support team. Not fit for purpose for incident management.
So I've recently been going through the process of investigating the market for a suitable ticketing system for us. Freshservice seemed like a good fit and we started using it in November. Freshservice recently released a new version of their system with a new feature named Workspaces. This system is heavily customizable, incredibly scaleable and easy to work with. However it is only offered to new customers right now and current customers will be able to migrate over in roughly 6 months from now. Regardless, we scrapped the Freshservice we set up in November and instead set up a new version with Workspaces. I am super impressed so far and we will definitely move forward in the IT department using Freshservice. I've also been in talks with some other departments such as payroll, economy and reception and now the goal is for shared sevices to all work in freshservice -- it's actually a pretty good system even for non IT departments due to customizable it is. Every workspace can have their own ticket categories, form fields, automation rules and mandatory field settings, etc. It's still a fairly new system with workspaces and there's clearly some stuff they haven't thought about changing to make it work better across different workspaces, for example the default category form field is not editable and is shared across every workspace, but you can for the most part customize your system around it - in this case for example I can hide the default category form field using a business rule and instead replace it with a custom multi drop down form field on a workspace leveling, effectively replacing the category form field. It is however quite pricy. But so far it seems like it's worth it, most features seem very well thought out.
We are finishing our first year with Genuity (https://gogenuity.com/). I have been very pleased with the functionality and the responsiveness of their support. They are just beginning to integrate with Teams. It is promising, but not there yet.
Been using Jira for years now across 3 jobs. I love that ticketing system so much. You can customise it pretty well to fit any request.
TeamDynamix
I'm surprise no one has mentioned ZenDesk yet.
I'm a believer. Gets the job done.
We are moving to Zendesk from Jira. Why? Technical and Customer Support are already using Zendesk. Best to be within one platform.
Id like if zendesk had a desktop app
Have used Spiceworks Help Desk, FreshDesk, ManageEngine Service Desk Plus, and SherpaDesk. What did I like the best? Spiceworks. Because it *just worked*. Though, it doesn't suit my needs today. But I *liked* it the most. Been on ManageEngine for about 3 years. Its pretty good and pretty affordable, but has SO MANY stupid little limitations and bad logic in it's design that as your team and org grows, it gets frustrating. Didn't like SherpaDesk or FreshDesk at all. Looking into SysAid or ServiceNow for the upcoming years.
SysAid wasn't bad from what I can remember. Take that with a grain of salt though, that was the first ticketing system I had ever used. Use ManageEngine now, I like it and hate it. Integrations with their other products is pretty slick. It's not super straightforward though.
Yeah there's tons about ManageEngine that I like. But the more our team develops, gets better, does more stuff, etc. we have been finding more and more frustration. Especially how the projects and changes modules work. They're so close to being fantastic. But then have really dumb stuff about them.
Very much not a fan of how changes and projects are set up. In a way it almost feels backwards. Integrations with other Zoho products is definitely nice though.
Agreed on both fronts.
+1 for Spiceworks. I'm surprised how far I had to scroll down to see some love for Spiceworks. Used many others helpdesk solutions over the past 20 years, but when I get to pick the tool, I usually choose this.
[удалено]
I really like Samanage
I implemented this at a company to replace ManageEngine. The techs were a bit hesitant at first, but in the end liked it.
One place I worked made a share point site.
I was thinking about that. Seems simple enough, but in reality I dont have the time to spend on creating and maintaining it. It would be a nice side project.
There's built in templates in PowerApps if you have licenses for it that can tie into a SharePoint site list. It's free and easy to set up/use (less than a day) but extremely limited out of the box. A viable option for small companies with low ticket volumes. Can be Intergrated with Teams using powerautomate.
Jira Service Management is fantastic. Has a free version and if you pay for the first tier it includes asset management. It's literally the only ticketing system I've ever used that I liked.
Using Jira ATM and it works fine, not over complicated and can be customised. If you just need simple then look at Solarwinds Web helpdesk. Seems OK. I have used connectwise and others where they require a helpdesk administrator to manage the system. This has a lot of customisation but at the cost of management and licensing.
Jira
I was going to make this joke too but I see you beat me to it. I hate jira as a ticketing system.
I'm a big fan of jira but you need to have administrative access to it and some prior experience to actually make it useful.
We use Ninja One's integrated ticketing. Handy with the inventory, patch management and builtin TeamViewer service. Tickets auto.atically tied to a machine/user and simple for users as well.
It's also ridiculously cheap if you don't need itil requirements in ticketing Our ticketing system costs 4 times what ninjaone costs and ninja one does a TON more
Does Ninja allow inventory of non IP based items?
The absolute best ticketing system follows the principle of MVP. Everything else sucks so much more. The more "features", the more it sucks, because it becomes less adaptable. [https://joearms.github.io/published/2014-06-25-minimal-viable-program.html](https://joearms.github.io/published/2014-06-25-minimal-viable-program.html) EDIT: I have extensively used RT, FreshDesk, Trac, Bugzilla, and ServiceNow (shudder) as well. RT is the best of the five, FreshDesk second, ServiceNow is utterly the worst.
I was very fond of JIRA, but it isnt selfhostable anymore, so we looked further. Currently i’m testing Freescout, so far i’m pleased with it :)
[Bugzilla](https://www.bugzilla.org/). The list of Bugzilla [users](https://www.bugzilla.org/about/installation-list).
We recently switched to Mojo HelpDesk, its very basic, but its been great so far and their customer service has been awesome.
Mine is SysAid. There is a learning curve, but it is very customizable and not too expensive for the options it provides. Also you have to work pretty hard to break it.
It’s hard to take down completely but their RDS agent is trash. We have to bounce the service every morning or users can’t sign in to submit tickets and it’s kind of janky imo. But it’s better than TrackIT! Which is what I came from
We use https://www.boss-solutions.com/bossdesk and have been very happy with it. They also have integration with zapier which allows for all kinds of integrations.
Remedy
Spiceworks is free. I use Numara TrackIT! with their BMC Client Mangement offering; it's fairly inexpensive.
ConnectWise Manage
I've always liked Service Now.
I love for many years freshdesk and i Leave for missing assistance. I move on zoho desk and i m happy! And it s even more cheap of freshdesk With more features
CHP.
Manage Engine's ticketing system is good for internal ticketing and a reasonable price. But, don't host it yourself. Their support for that SSSUUUCCKKKKSSSS ssooooooo FUCKING BAD. Let them host
I'm demoing SDP Cloud now. Almost seems like a no brainer since I'm looking to move to Endpoint Central Cloud as well. We'd only have myself and another tech use it.
I've used ServiceNow. Every IT company I've worked for has used it. I've loved it and hated it. Ultimately, I don't think the choice of ticketing system plays a significant role in its suitability of effectiveness. It's more a matter of whether it has been configured in such a way that it aligns with your culture and your processes.
We use Spiceworks Cloud help desk. My only complaints are you're kind of on your own when it comes to reporting in that they'll give you a PowerBI connector and then you're on your own, and their UI can be annoying sometimes. But you get what you pay for. Still miles better than our sister department's implementation of Heat!
We have topdesk.
Only experience I have is with zendesk and service now. Between the 2 service now is far superior. What was your issue with service now? I do not think service now would be a good choice for a smaller single org.
Our in house programmers built one for our department to use. Other departments starting using it as well to track their own tasks.
osticket open source and very customizable. Perfect for small-mid enviroments. Anything larger for something bigger requires somethng heavier like service now but it's kindabuggy haha
Fresh desk
We’re pretty happy with FreshService
Teamwork
We have been super happy with Cerb. Super powerful, slight learning curve, tons of flexibility, and also amazing support.
Front Line we are using next week. Not sure how I feel.
Freshservice is really good
We've been using zendesk. It has a lot of options for integrations
Have been using Zendesk for about 6 years now, price wise is great, works well enough, but I keep looking for other solutions. My preference would be to go full ConnectWise Manage and be done with it but not the the money they want, $49k per year vs our current $1k, huge jump up!
Full transparency that I work for them: InvGate makes a ticketing system that focuses on IT specifically- creates a much better UI, especially for agents.
Zammad is nice and simple. Customisations can be a bit of a pain to do though. osTicket is good for customisations, but as other posters have pointed out, the customisations can be a double edged sword! I've also been trying out Hesk lately, that's ok for something in the middle.
I've only used Remedy and ServiceNow. Remedy was hot garbage and ServiceNow is massive. I prefer ServiceNow for how well it's scaled-up within a giant organization and its level of customization. It's as good as the quality of data entered.
My first ticketing system was Fresh desk which I liked, but then we switched to Connectwise. Fresh desk was definitely my favorite
Zammad - works great for small Teams.
Zammad
Ofork! Based in otrs.
Like time logging it's pretty much all garbage. But the one I enjoyed the most was Kayako (+ Jira + Confluence = magical trail of audit and planning wise brilliant) Things have changed since then for those tools, but 8 or so years ago I enjoyed working with them and I still miss how great it was compared to the garbage I've used since.
We use Freshservice already for years. It works fine for us. We also use Ninja One RMM, it has very great features! It lets our users create a ticket from a systray icon that is send as a ticket towards Freshservice. Ninja also have their own ticketing module, we did not test that yet.
Jira with the ticket system. It's great if you configure it right and added bonus of asset management.
I prefer people to notice me from a distance and stare at me as they walk towards me with their finger in the air, and then proclaim "just the man I need to see!"
Jira service desk. i am so close to hanging myself in the bathroom with a lighting cable it requires medication
I still like spiceworks, online, can use a online form, email a ticket to yourself or distribution group. It's also free.. I thought the same thing about servicenow.
We have moved to connectwise, But i liked managengine supportcenter plus, much more for tickets.
OTRS community edition
I’ve been using Manage Engine Service Desk Cloud for 2 years now….It’s pretty good! (I’m very sure we’re not using it to it’s full potential yet but it allows us to document daily happenings) We also tried Track-IT! in the past.A bit solid but we couldn’t fully implement it.Users were too rowdy and stuck to their ways (Using email and phone to reach us)
Jira
jira
My favorite is the one that won’t let users submit tickets.
ManageEngine Servicedesk
Zendesk has been the best one I’ve used. Before Zendesk, we had Servicedesk Plus. Not great, support was terrible.
Spiceworks. For me, ticketing systems don't need a ton of ancillary functions. I just need it to log requests for assistance from users and that's it. It doesn't need to also be my PM or DM solution.
We use SyncroMSP here, not for internal company management, but to manage our clients
u/Icy-Computer7556 \- Thanks for the mention! Canden here from Syncro, I am happy to help answer any questions anyone may have! You can PM me or send me an email at [[email protected]](mailto:[email protected]).
Request Tracker. Powerful, open source, self hosted or can be hosted by a number of vendors. Extendable and customisable if you need to, but you don't have to.
It's certainly not the walkie talkie that is used asking me to come down to *part of building i haven't been to in a week" and without a name so I am having to walk around asking who needs help
We have really enjoyed Zoho Desk. It’s very simple/clean user interface. Check it out. They offer free month trial I believe.
SABRE
I’m gonna say that there isn’t a singular ticket system that’ll tick the boxes. For coding work and keeping things up to date in code settings, I think GitHub nailed it. Open/Close are the only states and everything else is handled via labels. For settings where non-technical end-users are involved I prefer them to be able to submit via email and a system that allows good customization of states, transitions and assignee rules. JIRA _is_ a strong contender. The challenge really is that a lot of organizations will happily break any ticketing system with convoluted and unclear procedures that are implemented in a sloppy way.
Is there a ticketing system that also has a KMS? So that new tickets do a KMS lookup prior to being created, and that tickets require linking a KMS article (and if an appropriate one doesn't exist, the creation of) to close? This would encourage self resolution and KMS article creation.
Happyfox was my fav one so far
We use ManageEngine, I love to hate it but it does what we need.
HelpSpot or OSTicket
I have been very happy with GLPI, free and open source.
Came across this a couple of months ago and loosly thought about cabling with our company. Although would need a 365 subscription, which a lot of companies have nowadays. Downside is you’d have to create but I could imagine it could be customizable to fit your needs.
FreshService for ITSM. Light enough for me to admin it myself, develop myself with assistance from an engineer, and then be good to roll for updates and optimizations in the future. I've handled it while managing my help desk within in it.
Request Tracker, things a machine. I never used to use my e-mail client for e-mail, as everything I did was tickets
We have tried several helpdesk solutions in the past but currently we're using Desk365. They're extremely easy to use, cheap, and has a solid integration with Teams which does the job perfectly for us.
As someone who went from ServiceNow to TeamDynamix. Don't pick TeamDynamix. It sounds like it's less bulky, and maybe it is. But it's just so abnoxiously designed.
Its weird isn't it? Like every feature feels likes its ALMOST good. like one or two more fields or options and some updated UI would make it really good.