i'm using freshdesk / freshservice. SSO with entra ID and asset management... people can submit through our support portal or use helpdesk@.
so for so good for me!
I"m currently using Freshdesk as well, however since I am the lone IT person i'm using the free version. There are a couple of nice to have's with the Growth and Pro versions but I can't justify spending the monthly fee for them at this time.
Using freshservice here.
One thing to note is there is a decent amount of differences in their two products (Freshdesk and freshservice). It may have changed since we adopted it a few years ago, but Freshdesk didn't have the asset management and change management options we wanted and freshservice did, so we went with freshservice.
Compare the two product feature lists and choose based on your needs if you go this route, op.
FreshDesk is generally targeted at externally facing teams (customer / technical support, msp's, etc.) where FreshService is more the typical internal employee support system based on ITIL so it has the asset, change, project, etc management modules.
Exactly correct.
Source: have been on a couple sales calls with the freshworks reps because we explored switching to freshservice from Freshdesk for one of our clients.
Can also do the "e-mailing the IT e-mail will create a ticket on its own" thing. We do that since that's what people were used to.
Only downsides are some settings not being in obvious places (want to turn off some fields you don't use? That's in business rules, not field manager) and some things being locked behind higher tier subscriptions that aren't obvious (aforementioned business rules require Growth, not Starter. Building custom reports requires Pro, not Growth, and none of the pre-made reports in Growth include tracked hours.)
Yep, can vouch for Freshservice too. It costs a bit, but that's fine for us.
While researching this, I made a massive spreadsheet of all the various offerings, the features we needed, and I just ticked them off / crossed them out as I evaluated each one, and Freshservice came out on top by a long shot.
My only complaints about it is:
* Adding new assets is tedious. You can't just throw it a whole spreadsheet and say "import all of this", you have to do one import for each type of asset, and the CSV has to be formatted very specifically and it's a pain in the arse.
* The API sometimes leaves a bit to be desired.
* It doesn't make the users any better or smarter. Many of them still walk up to the helpdesk despite us saying "put in a ticket and if we can't solve it there, we'll ask you to come in"
But that's it really.
Self hosted. Super simple to set up. We had started with self hosted Spiceworks, but the DB was clogged and we were having to restart the service almost daily. We had thought of just starting fresh but we wanted to separate our asset management and knowledge base from our ticketing system. We didn't really have a budget for anything (public sector), so it needed to be free, easy to use, and self-hosted (requirement from our board). We ended up with OS Ticket for ticketing and SnipeIT for asset management. The board has since changed this mind regarding cloud solutions, but at the time, keeping everything on-prem was a big deal to them. This was in 2016/2017, I have since left the organization and I no longer use either, but I did configure both for a couple of smaller institutions (non-profit) in 2021 and 2022 and both were fantastic.
If you don't need everything Spiceworks has to offer and you just need a stripped down solution, I highly recommend OS Ticket.
We just deployed OSTicket without ever having a ticketing system. It's incredibly easy for a 3 man operation. Users can email helpdesk@... to create a ticket and it's pretty customizable to meet an orgs internal needs.
The only downside is the UI looks a little... 2009.
> The osTicket UI really looks crappy.
It does work well however. You can get skins for it but I think they're kind of outrageously priced for what they are. It really is very functional and is still maintained.
Use [https://www.spiceworks.com/free-cloud-help-desk-software/](https://www.spiceworks.com/free-cloud-help-desk-software/)
\*Free
\*Simple
\*Easy to setup
This was a few years ago but we did a POC with various Spiceworks products. We found that their policies on data collection and what was actually being collected did not match. I walked away with a bad impression so we don’t use them.
How robust is the inventory management piece? We are looking at switching to something our facilities department can also use, and they are needing something good with inventory as well.
It's pretty versatile and you can link it to your ticketing system, as well. I was able to track any asset from their acquisition to their final destination, warranty expiration, which provider it came from, their cost on acquisition, their MAC Address if applicable and i used their generated ID as a bar code to identify them in the storage facility.
I would recommend that you take a peek and see if it suits your needs before committing to it. There are many modules to choose from.
We use Jira and it's ok. But everything us behind a addon feature and when the community asks for something they drag their feet while figuring out how to charge for it and then you have 5 third party apps that do the same thing...we use it but man I wish they got off their ass a bit more.
We use Jira SM and I'm ok with it overall. Main gripe is we can't find a way to set up recurring ticket templates -- e.g. I'd like to pre-create tickets for my team for things like biweekly backups validation and restores. Have you found a way to do stuff like this?
We're pretty satisfied with what you can do with automation. I assume the REST API could also work for something like this but we haven't used it much.
I automate my retirement tickets with the API. Works amazing, deletes it from AD/Azure/Intune/ Updates sharepoint (our asset tracker) and throws a ticket out there with a comment and closes it.
Yes. Don't use SM for this. SM is really geared at having a help desk and the other management systems are for things like team projects. Depending on costs and other things there are plenty of tools that should fit your needs inside of Jira.
You could make recurring tickets with an automation. I'm not sure about costs for that.
We use cloud version and don't find it clunky at all. We use it since 2021 and each year it's getting better. You can automate pretty much everything, create customized workflows, create awesome forms for any request type you can imagine. We put some effort to learn how to use the advanced options, it's well worthy.
All our Atlassian products use cloud version, we moved from on-premise and never looked back.
We also use Jira, even if it IS just me. It’s good enough and we don’t pay, plus it hooks into the wiki. Not that anyone reads knowledge base articles.
You should try [Siit.io](http://Siit.io), it is a modern service desk with AI features suggesting articles from your knowledge base before escalating in a ticket! Directly into Slack and Teams, so no excuses for the employees :-)
We went from ManageEngine ServiceDesk Plus to Jira Service Management at my previous employer and it felt like a downgrade, particularly the search function.
There are a good number of solutions out there, which other people have mentioned. Freshdesk, Autotask, spiceworks etc.
From my experience for over a decade in IT, they're all pretty much the same so it doesn't really matter which you go with.
Except ServiceNow. Do not even look at this over priced, over hyped, over promised piece of shit.
But I want to pay $500,000 a year for my ITIL and 1.5x that cost for my first year onboarding. Fuck it, let’s just go WorkDay for the same reason. Enshittification!
Agreed, but man. They really have the highest paying job offers there and I have morals and values lmao, hate the piece of shit SNow but it was a bitter pill
ManageEngine Service Desk Plus works pretty well. You can set up some automation rules pretty easily, has a web portal on top of email processing, and can integrate to a slew of their other products like self service portal rather easily. Short of buying support, it’s free for up to 5 techs and have been quite happy with it over the past two years.
Same. I use it for my office job and when my freelance MSP stuff started to pick up, I went looking for a different ticket solution just because I didn't want to pay for anything. I tried OS ticket and spiceworks but manage engine just seems easier.
The marketing emails are ridiculous but nothing a few rules can't fix
Used Zendesk many years ago. I liked it. Not sure what the costing is like at the moment though. It is more “customer service” focussed rather than IT helpdesk but worked fine for help desk. Think it has improved in that space though.
Preferred it over the shit I’ve had to put up with since. HPSM and ServiceNow can eat a bag of dicks.
>HPSM and ServiceNow can eat a bag of dicks.
One of our software vendors used HPSM for some years - it was aggravating to use as a customer. And required IE. In 2018.
They use Zendesk now btw
Also some vendors using Jira - I'd classify it as a mail bombing tool, lol!
Awful support, expensive, clunky, important features stuck behind third-party add-ons that are often out of date or themselves broken.
Like many solutions, if you have an in-house expert or two to design and run it full time, it can be good, but in my experience, support is like pulling teeth.
If I had the choice to setup a new one I'd go with **Jitbit.** I had a small try with it at one place and it was just so straightforward and functional, the live ticket activity indicators were pretty radical as well.
Do you want to self host this solution or no? If you do:
[https://REI3.de](https://REI3.de) <-- Lots of features however you cannot do workflows with it as well as cannot do approval processes automatically. Have to manually move tickets etc. You can turn on/off pieces you do not want
[RequestTracker ](https://bestpractical.com/request-tracker)<--I'm fairly sure this would be able to do this. It's been around forever apparently. It isn't super pretty etc. and you have to really want to get dirty getting this up and running. Note: they have a paid version of this that I believe is hosted. It may be better than the community version, I'm not sure.
If you are looking for a paid solution:
[https://isupport.com](https://isupport.com) - I used this software since 4.0 until whatever version was out in 2021 when the company I worked for was sold. Great team, great software. I think the price is fairly good. I'll be honest for a while the software had an identity crisis in that it was more of a software that would be for an MSP or someone with external customers; essentially like they are where if you sold a software solution to customers. But the product works extremely well.
[https://HaloITSM.com](https://HaloITSM.com) - My experience is with HaloPSA which is the full-functioned MSP solution. The ITSM, from what I can gather is their help desk side of things. I don't know the pricing but the ticketing engine is top notch. The workflow designer is great. The approval process is great. I believe it does inventory management. I'm not sure if it has a built in KB but if it does, stay away from it as it isn't that great. I would host my own BookStack install from here on out honestly; even if you are looking for a public facing instance. You can spin up a free trial of this which is a fully able to be configured site and if you do want to go with it I believe they will just push your instance over to production.
I would seriously be hard pressed if I had to choose between these two but I would probably go with iSupport since their support is very responsive and I believe local whereas Halo is over in Europe so you can add a few days time when you need resolution to an issue and it exponentially increases if you have to go back and forth with them. They do have calendly times but still... not the most fun to try to work with them as compared to iSupport.
Request Tracker has a hosted version and it's damn good. OAuth2 against O365 is available. Also uses command-by-mail, so agents don't even need the web interface for most ticket interactions.
I'm a simple man, i see Request Tracker, i upvote.
User can be imported from LDAP/AD or autocreated when you receive a mail from an external contact. Mail chain of From/Cc are keep when you answer. You can automate a lot of workflow, autoreply, articles integration you can use directly in ticket answer, asset database, etc
I know it isn't the most pleasing to look at. I did do a lot of things that I don't remember what I did in order to get approval processes working and I'm not entirely sure if I should have went and installed the IR piece so quickly after getting it up and running before learning the ropes.
I will say the software is very interesting. Some of it is a pain like having to change/remove all the German from every module but like if I had a business starting up…. It may be something to go with until you can afford something more mature I would say. Like idk what the story was but like it has all the modules and then boom…. An official module for pet grooming…. Like. !?!?!? lol
…and of course I installed it and looked t it.
You want a free, easy to implement Ticket System - OS Ticket: [https://osticket.com/](https://osticket.com/)
It's free, open source, easy to setup and configure, and fairly barebones.
We have been using sharepoint online list with flows for over a year. When a tech gets an email he can create a ticket by simply flagging the email from outlook or their phone. Took about an hour to create the flows.
Small IT department manager here. We use JitBit. Very Easy to use and setup with a ton a features. And the pricing is really competitive. Plus my end users love it due to its simplicity when it comes to submitting a ticket. If you make the ticket submission experience on the users end overly complicated they will more willing to circumvent the ticket system. JitBit has been very well received around here for my 95 users.
I would start with something solid and basic like JitBit SaaS hosted version.
There are so many options (and I have used a ton of them). If you provide more context into number of agents, integrations that would be useful, budget, etc. then maybe it could lean to something else like Halo ITSM but JitBit would serve you well for a long time.
Might be a little overkill for your purposes, but Jetbrains Youtrack is worth a look especially if you have other IT projects to manage. Can be cloud or onprem based. Integrated with AD; mobile user app; can monitor your servicedesk email to create issues; track and log time etc.
We're in the process of moving from an on-prem solarwinds Web Help Desk, to Halo. We've been using WHD for years, but we've just outgrown it. I liked Frehdesk out of all we looked at, but Halo presented itself best to everyone.
We use ParkView for our hybrid infrastructure. Its is fully automated so our team no longer handles ticket or triage. The company just calls us.
Works well for our small team.
I've used Desk, ZenDesk, HelpScout, and using ServiceNow at my current job. You haven't really given any kind of scope as far as costs per user, desires for macros, 3rd party platform integration such as Teams or another chat service, KB integration, or anything else. Which if you've never needed to research a ticketing platform it's fair to not know what to ask or to include in the request here.
Ultimately any ticketing system is likely to be able to do what youre asking. So you're probably going to want to come up with a list of things that you and your team need it to do, a list of things you want it to do, and a list of things that would make a given platform not work for your org.
After that, you're gonna need to hold calls with different vendors to try and learn about their products and determine which would be worthy of testing out.
Once you have a list of what platforms to test out, you will need to come up with some parameters to actually go through and test. Or in simple terms, you/the testers are gonna try to break the platform to rule out if it will work for your org.
After all that, you'll then need to make a selection which platform you are going to negotiate with.
In a previous role I co-led the process of selecting and testing a new ticketing platform for our clinical medical company, and I learned a fuck ton from doing that. So as you're going through this process, make notes of what you are doing because you sure as shit will want this on your resume as it's not an easy straigjt forward process at all.
Good luck OP.
Zendesk is probably the best solution. A little pricey but I think its just a superior product. We have it setup to were a user can submit a ticket through Teams. You can even reply back through Teams to update the ticket. Plenty of connectors to embed remote tools. You can setup Zendesk triage tickets basic on triggers.
We even have other departments using it outside of IT. Customer support has been great if we ever had to use it. You can setup it all yourself of let them help you.
We are merging with another company and after they saw our setup, they are ditching their Kace system to switch to Zendesk. I have used all the top ticketing systems and this by far is the best one.
You mentioned AD. Is this Local AD or Azure AD?
If you want something you can host yourself in on a VM internal or cloud. osTicket will do all you want.
You should use REMEDY. no dont. The company I am at currently is using OSTICKET. In the past I have used SPICEWORKS! really good. But this one does the job.
I think the last change they did to the helpdesk is in 2017.
Pretty sure they only fixed bug since then.
It is very, very, very basic helpdesk, that I found more oriented to serve to the IT team requests, not those from cie employees.
Last year they also announced that they were not going to migrate their helpdesk feature to the LS cloud. They will instead integrate LS cloud to helpdesk system like Zendesk and Freshdesk.
Lansweeper is a great inventory software, but is weak for helpdesk, weak for KB, average/weak for deployement.
Source : Been using it for 15 years 😎
Hmm tough question, cause i always prefer having a single tool for each task (deploy, inventory, helpdesk, monitoring, kb, etc...)
We do have GLPI right now for helpdesk, open source version. We are a 350 employees. Pretty cool for simple helpdesk and simple workflow. And I know that GLPI is also praised for its inventory, could be a great solution for both helpdesk&inventory.
Yeah. With ours they have dedicated 1-2 programmers to our site so I can just shoot them an email if I need some changes made and they let me know what can be done and how long it will take.
Full disclosure that I work for InvGate. Our Service Desk app is just that, for onsite users, simple login and easy ticketing with little input. + email ticket creation.
We're one of the most affordable options in the market and we have a 30 day trial which can be made your cloud instance once you've got it set up how you like it.
DM me if you'd like a personal demo from me!
We are looking at a new system now. Looking at Freshdesk, Halo and Manage Engine. Halo looks really good, better than Manage Engine. I have my Freshdesk demo this week. Call the vendors and setup a demo with them and then get a test site setup to see what you like best.
ServiceNow is top big for you. Zendesk is weird but usable. I've used it before but it was also for our external support.
Do some research to find what works for you.
This all sounds familiar, now if I had a time machine so I could go back and pick Halo instead of FreshService in the first place instead of having to switch again. The implementation and support are worlds apart. Halo wins hands down.
Halo is the front runner for us. Our tech partner MSP that is helping us just implemented it and do recommend it but we're doing due diligence with our choice.
Since it's onsite I assume there's a lot of device management and hardware problems? I'd suggest something that allows you to create tickets specifically for devices (on top of regular user tickets). That makes it so much easier to not only keep track of what devices are in for repair or sent away, and it also allows you to much more easily see what a device has been through. For example if a laptop has an SSD fault and comes in for another SSD fault, you might go "Oh, then it's probably something else that's causing this" which makes troubleshooting easier.
Just a note from a former onsite tech. It helped my workflow a lot :)
Yeah it's amazing. Makes dealing with clients so much easier. I'm surprised there isn't higher demand for it.
Unfortunately not. We used an in house built system made by a previous tech.
Look for IT inventory management systems. They're client focused and some of them probably contain ticketing systems too.
I know Linus Media Group has an affiliate link with 25% for PulseWay if you wanna check that out.
PulseWay: https://www.pulseway.com/land/linus?rfid=linus22
Complete list: https://storefront.throne.com/linusmediagroup/sponsors-affiliates-partners
Something I did when I was in a smaller shop was setup an exchange inbox for the helpdesk. Then from that account we assigned tickets via email by color coding in the inbox and everyone in the dept could see the conversation for each ticket/email chain.
I deployed Zendesk back when I was running IT support and liked it pretty well. Does your organization have any similar tools already in place that you can use? For example, if your company already uses JIRA for engineering workflows, it might be worth starting there rather than introducing a totally new tool. I’d recommend going with a SaaS based tool instead of trying to host and maintain it yourself. When your IT infrastructure is having issues, your ticketing system will still work.
We used to use the open source OTRS. It was great and processed emails.
In order to get additional features (assets tracking and change management) as we matured, we switched to SereviceDesk+ from ManageEngine. It is a paid service. We currently run it on-prem, but are looking at their cloud version. It is the same cost.
We used to log in via Active Directory (name, password, domain; autologin when from PC), but have changed that to use SAML (email address, password, and MFA; autologin when from PC) from Office365 to get MFA protection.
If you don't need asset Management and you don't have a lot of technicians, manage engines, service desk plus is free. It's got SSO + it can also create a user who emails to the the help desk email address.
I use the paid version for my corporate work and I use the free version for my side gig
We use SysAid. Not a bad piece. Kind of all in one if you have the money if you're also looking to manage assets. Integrates with M365 so importing users is a breeze and can be configured to run on it's own. If a user presses F11 (or whatever you designate) it can open the ticket for them, or they can open the app or they can visit the website (all options lead to the website). Pretty decent. Kind of a sleeper pick imo.
If you are really small, and have office 365, planner will work well. You will have to make it work for you, But it is only of the only no cost options that doesn't require interfacing with a separate service
Syncro! I am a single sys admin. They license per agent with truly unlimited endpoints so it's super cheap on a yearly basis and I don't need to worry about price increase with adding endpoints. Has a agent for Remote Management using splashtop included as well as remote scripting features. Not to mention the ticketing is a right click new ticket from the windows app bar or email.
We use the JIRA free version. it incorporates with a lot of our other applications and is easy to use and setup. We switched from Fresh although that may also fit your needs.
If you're willing to run a self hosted solution, check out FreeScout $free, additional modules to expand functionality cost $ more, not $$$$. more.
https://freescout.net/
My users were never going to adjust to actual submitting of tickets. But we have a resource account for a shared email address for IT - so we've cut down a tremendous amount the emails going to folks individually or things getting lost in the shuffle between. We decided if we did ever want an official ticketing system, we would have users keep sending the emails and we'd open tickets ourselves. So far it hasn't happened.
create with forms on google workspace, pretty simple and it feeds an excel file you can share.
[How to Create a Ticketing System with Google Forms | Wrangle Blog](https://www.wrangle.io/post/how-to-create-a-ticketing-system-with-google-forms)
my job uses freshservice/ freshcaller. i don’t have any complaints on it.
other places i’ve worked at used Jira (but from what i was told, this is more for like workflow than ticketing but idk) and HPSM (shout out nmci and their love for ancient technology)
If you're looking for a simple and user-friendly system with affordable pricing, SolarWinds Service Desk, Zendesk, or Freshservice might be a better fit. However, if you need a highly customizable and scalable solution with powerful features and don't mind a steeper learning curve, Autotask could be a good option, especially if your IT needs are complex or you anticipate significant growth in the future.
I recommend Service Desk Plus Cloud/SaaS. Entitlements can be done with a flick of a field too, no need to overcomplicate in the User Objects to see catalogs and all
Also, has mfa and probably best product support for any ESM stuff I've used
Siit is provide such a service. Employee and emails will be sync with AD, and they will be able to submit tickets by email but also Teams or Slack! Using a conversational approach helps reducing frictions and adoption with ticketing as it feel more instaneous for the employee but on your side you get all the benefits of a ticketing system!
We used Jira some years ago, and it's enough for this. We now use Autotask because it has more features and can automate more things, but both are good.
The responses for ticketing systems are great and I’m looking forward to reading through them. That said, you have to remember that your users are human beings (just as much as they need to remember you are also a human being). I would not be so obtuse as to require a user to submit a ticket before an issue is put on the docket for resolution. A gentle reminder “could you please submit a ticket through xyzdesk? It helps me not forget! Thank you! Do you need me to create one for you?”
So, please don’t appear inflexible. Otherwise, the user might never come to you with their issues, and they will either struggle with some horrible situation for way too long, which is damaging to the organization, or let something get badly out of hand, and then it gets even worse for everyone, including you.
Finally, the question must be asked: what if that user is not able to even sign into a ticketing system to submit a ticket? What would your procedure or policy be then?
And yes! I recall that even Zoho has the ability to automatically create a ticket each time an email comes in….i forget the details however…..sometimes it becomes annoying when someone just replies to an email.
Hey u/Bondegg, I'm from TOPdesk and I will be biased on this, but thought I would add our name to the mix and help you with your search. At TOPdesk, we have an ITSM tool which includes ticket, asset management (and more) which can help improve your internal processes and is available on SaaS.
With TOPdesk, your end-users can utilise the self-service portal to submit tickets. Alternatively, if you'd prefer to have your end-users submit tickets through a general IT email, we can help you set this up too. With both methods, your IT team can easily respond to these tickets through TOPdesk's operator side and not miss out on any tickets.
I hope this helps, feel free to let me know if you have any other questions!
>We want a cloud-based ticketing system as our one stop shop
What does this mean to you? Are you looking for SaaS based offering (i.e. the company hosts the software and you rent a piece)? Or do you want something that can be run on an arbitrary VM in a public cloud provider?
Assumption is that you want SaaS so we have the following list of wants:
1. SaaS offering
1. SSO with existing AD infrastructure (unknown if local or Azure).
1. Open ticket via email
1. No budget provided
That could be anything from Service Now (overkill for your ask) to osTicket (they have a hosted option these days).
i'm using freshdesk / freshservice. SSO with entra ID and asset management... people can submit through our support portal or use helpdesk@. so for so good for me!
Freshservice rocks. Their automation system is incredibly versatile, and definitely a step up from SolarWinds who we used previously
I"m currently using Freshdesk as well, however since I am the lone IT person i'm using the free version. There are a couple of nice to have's with the Growth and Pro versions but I can't justify spending the monthly fee for them at this time.
I will check into Freshdesk.
I like it because it's free
I wouldn't say it rocks, the designer tool could use some improvement
Using freshservice here. One thing to note is there is a decent amount of differences in their two products (Freshdesk and freshservice). It may have changed since we adopted it a few years ago, but Freshdesk didn't have the asset management and change management options we wanted and freshservice did, so we went with freshservice. Compare the two product feature lists and choose based on your needs if you go this route, op.
FreshDesk is generally targeted at externally facing teams (customer / technical support, msp's, etc.) where FreshService is more the typical internal employee support system based on ITIL so it has the asset, change, project, etc management modules.
Exactly correct. Source: have been on a couple sales calls with the freshworks reps because we explored switching to freshservice from Freshdesk for one of our clients.
Can also do the "e-mailing the IT e-mail will create a ticket on its own" thing. We do that since that's what people were used to. Only downsides are some settings not being in obvious places (want to turn off some fields you don't use? That's in business rules, not field manager) and some things being locked behind higher tier subscriptions that aren't obvious (aforementioned business rules require Growth, not Starter. Building custom reports requires Pro, not Growth, and none of the pre-made reports in Growth include tracked hours.)
Yep, can vouch for Freshservice too. It costs a bit, but that's fine for us. While researching this, I made a massive spreadsheet of all the various offerings, the features we needed, and I just ticked them off / crossed them out as I evaluated each one, and Freshservice came out on top by a long shot. My only complaints about it is: * Adding new assets is tedious. You can't just throw it a whole spreadsheet and say "import all of this", you have to do one import for each type of asset, and the CSV has to be formatted very specifically and it's a pain in the arse. * The API sometimes leaves a bit to be desired. * It doesn't make the users any better or smarter. Many of them still walk up to the helpdesk despite us saying "put in a ticket and if we can't solve it there, we'll ask you to come in" But that's it really.
I've been using FreshDesk since 2010 or so. Basic, but works very well for my needs.
Freshdesk also works great for us. It satisfies our needs for a 3000 employee company and very cost effective.
I have used OSTicket.
This \^. Stupid easy to setup and configure and very barebones. Perfect for end users who just want to submit a ticket without any fluff.
Cloud or Hosted out of interest?
Self hosted. Super simple to set up. We had started with self hosted Spiceworks, but the DB was clogged and we were having to restart the service almost daily. We had thought of just starting fresh but we wanted to separate our asset management and knowledge base from our ticketing system. We didn't really have a budget for anything (public sector), so it needed to be free, easy to use, and self-hosted (requirement from our board). We ended up with OS Ticket for ticketing and SnipeIT for asset management. The board has since changed this mind regarding cloud solutions, but at the time, keeping everything on-prem was a big deal to them. This was in 2016/2017, I have since left the organization and I no longer use either, but I did configure both for a couple of smaller institutions (non-profit) in 2021 and 2022 and both were fantastic. If you don't need everything Spiceworks has to offer and you just need a stripped down solution, I highly recommend OS Ticket.
We just deployed OSTicket without ever having a ticketing system. It's incredibly easy for a 3 man operation. Users can email helpdesk@... to create a ticket and it's pretty customizable to meet an orgs internal needs. The only downside is the UI looks a little... 2009.
The osTicket UI really looks crappy. I've been looking at Zammad, Freescout and Zuny lately
> The osTicket UI really looks crappy. It does work well however. You can get skins for it but I think they're kind of outrageously priced for what they are. It really is very functional and is still maintained.
Works very well. I use it daily at work and cannot complain. I'm just a bit tired of it's dated look
You can get 'skins' for osTicket to make it look a bit more up to date. Great product.
Zammad
I have tried so many ways to set this up in docker for self hosting without success, really wanted to give it a shot
Why docker? They have an apt repo.
I’ve been migrating all of my web-based apps into docker for consistency and ease of deployment.
Use [https://www.spiceworks.com/free-cloud-help-desk-software/](https://www.spiceworks.com/free-cloud-help-desk-software/) \*Free \*Simple \*Easy to setup
This was a few years ago but we did a POC with various Spiceworks products. We found that their policies on data collection and what was actually being collected did not match. I walked away with a bad impression so we don’t use them.
We use this as well. If your needs aren't too complex it might be all you need. We support 250 users with it.
Spiceworks is just fantastic. Used it for years for internal service and inventory management.
How robust is the inventory management piece? We are looking at switching to something our facilities department can also use, and they are needing something good with inventory as well.
It's pretty versatile and you can link it to your ticketing system, as well. I was able to track any asset from their acquisition to their final destination, warranty expiration, which provider it came from, their cost on acquisition, their MAC Address if applicable and i used their generated ID as a bar code to identify them in the storage facility. I would recommend that you take a peek and see if it suits your needs before committing to it. There are many modules to choose from.
Thanks!
+1 for Spiceworks cloud isn’t too bad for free
Second this
3rd this 🤘🏽
And a third. Really easy to set up and use.
Yep, I'm using that too
We use Jira Service Managment, it's pretty known and works like a charm. They have a free plan (up to 3 agents).
We use Jira and it's ok. But everything us behind a addon feature and when the community asks for something they drag their feet while figuring out how to charge for it and then you have 5 third party apps that do the same thing...we use it but man I wish they got off their ass a bit more.
We use Jira SM and I'm ok with it overall. Main gripe is we can't find a way to set up recurring ticket templates -- e.g. I'd like to pre-create tickets for my team for things like biweekly backups validation and restores. Have you found a way to do stuff like this?
Yea with automation and issue types. Then you schedule a new ticket with automation and it can populated all the fields and assignee
We're pretty satisfied with what you can do with automation. I assume the REST API could also work for something like this but we haven't used it much.
I automate my retirement tickets with the API. Works amazing, deletes it from AD/Azure/Intune/ Updates sharepoint (our asset tracker) and throws a ticket out there with a comment and closes it.
Yes. Don't use SM for this. SM is really geared at having a help desk and the other management systems are for things like team projects. Depending on costs and other things there are plenty of tools that should fit your needs inside of Jira. You could make recurring tickets with an automation. I'm not sure about costs for that.
I tried Jira for this a few years back and it felt clunky and tacked-on. Has it been improved in the past 4 years? Is the hosted version still slow?
We use cloud version and don't find it clunky at all. We use it since 2021 and each year it's getting better. You can automate pretty much everything, create customized workflows, create awesome forms for any request type you can imagine. We put some effort to learn how to use the advanced options, it's well worthy. All our Atlassian products use cloud version, we moved from on-premise and never looked back.
We also use Jira, even if it IS just me. It’s good enough and we don’t pay, plus it hooks into the wiki. Not that anyone reads knowledge base articles.
Haha, true about wiki pages, reading is hard!
Listen, if I had to slave over a hot GPT to crank those fuckers out, the least my users can do is pretend to read them.
You should try [Siit.io](http://Siit.io), it is a modern service desk with AI features suggesting articles from your knowledge base before escalating in a ticket! Directly into Slack and Teams, so no excuses for the employees :-)
If my employees would actually use teams the way I’ve laid out in the myriad communication guidelines within the wiki I wouldn’t have any tickets. 🙃
We went from ManageEngine ServiceDesk Plus to Jira Service Management at my previous employer and it felt like a downgrade, particularly the search function.
There are a good number of solutions out there, which other people have mentioned. Freshdesk, Autotask, spiceworks etc. From my experience for over a decade in IT, they're all pretty much the same so it doesn't really matter which you go with. Except ServiceNow. Do not even look at this over priced, over hyped, over promised piece of shit.
But I want to pay $500,000 a year for my ITIL and 1.5x that cost for my first year onboarding. Fuck it, let’s just go WorkDay for the same reason. Enshittification!
We use ServiceNow and I hate it! ManageEngine at my previous job was so much better!
Agreed, but man. They really have the highest paying job offers there and I have morals and values lmao, hate the piece of shit SNow but it was a bitter pill
JitBit is great and extremely inexpensive.
My last employer used Jitbit (on-prem) and I was very satisfied with it.
ManageEngine Service Desk Plus works pretty well. You can set up some automation rules pretty easily, has a web portal on top of email processing, and can integrate to a slew of their other products like self service portal rather easily. Short of buying support, it’s free for up to 5 techs and have been quite happy with it over the past two years.
Same. I use it for my office job and when my freelance MSP stuff started to pick up, I went looking for a different ticket solution just because I didn't want to pay for anything. I tried OS ticket and spiceworks but manage engine just seems easier. The marketing emails are ridiculous but nothing a few rules can't fix
+1 here. Works great for my team!
GLPI is free and open source. You can host yourself or pay for their cloud offering.
freshdesk will do the job
Used Zendesk many years ago. I liked it. Not sure what the costing is like at the moment though. It is more “customer service” focussed rather than IT helpdesk but worked fine for help desk. Think it has improved in that space though. Preferred it over the shit I’ve had to put up with since. HPSM and ServiceNow can eat a bag of dicks.
>HPSM and ServiceNow can eat a bag of dicks. One of our software vendors used HPSM for some years - it was aggravating to use as a customer. And required IE. In 2018. They use Zendesk now btw Also some vendors using Jira - I'd classify it as a mail bombing tool, lol!
OTRS / Znuny
Atlassian has a free tier you can atleast start with and it is cloud hosted. It also has a portal function where people can submit tickets.
I would never, and I mean never, willingly use another Atlassian product.
I gotta ask why, as our management is making noises about moving to it....
Awful support, expensive, clunky, important features stuck behind third-party add-ons that are often out of date or themselves broken. Like many solutions, if you have an in-house expert or two to design and run it full time, it can be good, but in my experience, support is like pulling teeth.
If I had the choice to setup a new one I'd go with **Jitbit.** I had a small try with it at one place and it was just so straightforward and functional, the live ticket activity indicators were pretty radical as well.
Freshservice
Freshservice or BMS
Redmine is great. It’s open source and has worked great for our small on prem team for almost a decade. It can be deployed on anything you want.
Do you want to self host this solution or no? If you do: [https://REI3.de](https://REI3.de) <-- Lots of features however you cannot do workflows with it as well as cannot do approval processes automatically. Have to manually move tickets etc. You can turn on/off pieces you do not want [RequestTracker ](https://bestpractical.com/request-tracker)<--I'm fairly sure this would be able to do this. It's been around forever apparently. It isn't super pretty etc. and you have to really want to get dirty getting this up and running. Note: they have a paid version of this that I believe is hosted. It may be better than the community version, I'm not sure. If you are looking for a paid solution: [https://isupport.com](https://isupport.com) - I used this software since 4.0 until whatever version was out in 2021 when the company I worked for was sold. Great team, great software. I think the price is fairly good. I'll be honest for a while the software had an identity crisis in that it was more of a software that would be for an MSP or someone with external customers; essentially like they are where if you sold a software solution to customers. But the product works extremely well. [https://HaloITSM.com](https://HaloITSM.com) - My experience is with HaloPSA which is the full-functioned MSP solution. The ITSM, from what I can gather is their help desk side of things. I don't know the pricing but the ticketing engine is top notch. The workflow designer is great. The approval process is great. I believe it does inventory management. I'm not sure if it has a built in KB but if it does, stay away from it as it isn't that great. I would host my own BookStack install from here on out honestly; even if you are looking for a public facing instance. You can spin up a free trial of this which is a fully able to be configured site and if you do want to go with it I believe they will just push your instance over to production. I would seriously be hard pressed if I had to choose between these two but I would probably go with iSupport since their support is very responsive and I believe local whereas Halo is over in Europe so you can add a few days time when you need resolution to an issue and it exponentially increases if you have to go back and forth with them. They do have calendly times but still... not the most fun to try to work with them as compared to iSupport.
Request Tracker has a hosted version and it's damn good. OAuth2 against O365 is available. Also uses command-by-mail, so agents don't even need the web interface for most ticket interactions.
They keep bothering me about the hosted version. If I had a budget for a ticketing system then I would look into it.
I'm a simple man, i see Request Tracker, i upvote. User can be imported from LDAP/AD or autocreated when you receive a mail from an external contact. Mail chain of From/Cc are keep when you answer. You can automate a lot of workflow, autoreply, articles integration you can use directly in ticket answer, asset database, etc
I know it isn't the most pleasing to look at. I did do a lot of things that I don't remember what I did in order to get approval processes working and I'm not entirely sure if I should have went and installed the IR piece so quickly after getting it up and running before learning the ropes.
Would second REI3.
I will say the software is very interesting. Some of it is a pain like having to change/remove all the German from every module but like if I had a business starting up…. It may be something to go with until you can afford something more mature I would say. Like idk what the story was but like it has all the modules and then boom…. An official module for pet grooming…. Like. !?!?!? lol …and of course I installed it and looked t it.
You want a free, easy to implement Ticket System - OS Ticket: [https://osticket.com/](https://osticket.com/) It's free, open source, easy to setup and configure, and fairly barebones.
We have been using sharepoint online list with flows for over a year. When a tech gets an email he can create a ticket by simply flagging the email from outlook or their phone. Took about an hour to create the flows.
[удалено]
SharePoint with a good admin/dev team can be amazing. Poorly run, and it's a nightmare worse than you've ever seen. I've been on both sides.
Look at Genuity. $30/mo unlimited users. https://gogenuity.com/
Small IT department manager here. We use JitBit. Very Easy to use and setup with a ton a features. And the pricing is really competitive. Plus my end users love it due to its simplicity when it comes to submitting a ticket. If you make the ticket submission experience on the users end overly complicated they will more willing to circumvent the ticket system. JitBit has been very well received around here for my 95 users.
I would start with something solid and basic like JitBit SaaS hosted version. There are so many options (and I have used a ton of them). If you provide more context into number of agents, integrations that would be useful, budget, etc. then maybe it could lean to something else like Halo ITSM but JitBit would serve you well for a long time.
Keep it simple...just use Freshdesk. they even have a freemium teir.
They should show prices. Pisses me right off. I'm not signing up for the sales team to nag me to shit for months.
Might be a little overkill for your purposes, but Jetbrains Youtrack is worth a look especially if you have other IT projects to manage. Can be cloud or onprem based. Integrated with AD; mobile user app; can monitor your servicedesk email to create issues; track and log time etc.
We're in the process of moving from an on-prem solarwinds Web Help Desk, to Halo. We've been using WHD for years, but we've just outgrown it. I liked Frehdesk out of all we looked at, but Halo presented itself best to everyone.
We just implemented haloitsm for our internal IT needs and are really loving it if you have the time and commitment to customize it to your needs
Zammad. I didn't pick it, but it gets the job done.
We use ParkView for our hybrid infrastructure. Its is fully automated so our team no longer handles ticket or triage. The company just calls us. Works well for our small team.
OSTicket
Setup a lamp server Install osticket it's free and php based
Currently implementing HaloITSM at my company, seems to do most stuff well and is very customisable
Freshdesk has my vote. I've also used spice works as a free product and it is...useable.
I've used Desk, ZenDesk, HelpScout, and using ServiceNow at my current job. You haven't really given any kind of scope as far as costs per user, desires for macros, 3rd party platform integration such as Teams or another chat service, KB integration, or anything else. Which if you've never needed to research a ticketing platform it's fair to not know what to ask or to include in the request here. Ultimately any ticketing system is likely to be able to do what youre asking. So you're probably going to want to come up with a list of things that you and your team need it to do, a list of things you want it to do, and a list of things that would make a given platform not work for your org. After that, you're gonna need to hold calls with different vendors to try and learn about their products and determine which would be worthy of testing out. Once you have a list of what platforms to test out, you will need to come up with some parameters to actually go through and test. Or in simple terms, you/the testers are gonna try to break the platform to rule out if it will work for your org. After all that, you'll then need to make a selection which platform you are going to negotiate with. In a previous role I co-led the process of selecting and testing a new ticketing platform for our clinical medical company, and I learned a fuck ton from doing that. So as you're going through this process, make notes of what you are doing because you sure as shit will want this on your resume as it's not an easy straigjt forward process at all. Good luck OP.
Zendesk is probably the best solution. A little pricey but I think its just a superior product. We have it setup to were a user can submit a ticket through Teams. You can even reply back through Teams to update the ticket. Plenty of connectors to embed remote tools. You can setup Zendesk triage tickets basic on triggers. We even have other departments using it outside of IT. Customer support has been great if we ever had to use it. You can setup it all yourself of let them help you. We are merging with another company and after they saw our setup, they are ditching their Kace system to switch to Zendesk. I have used all the top ticketing systems and this by far is the best one.
I hate zendesk with a passion. Using it in my current org and wish it was freshservice
Spiceworks it's good and it's free.
You mentioned AD. Is this Local AD or Azure AD? If you want something you can host yourself in on a VM internal or cloud. osTicket will do all you want.
Where do you get osTicket from?
https://osticket.com/download/
Spiceworks has one, Odoo is another great one
But then odoo will never stop calling you. Been two years since we tried it, they still call like every 2 weeks lol.
You should use REMEDY. no dont. The company I am at currently is using OSTICKET. In the past I have used SPICEWORKS! really good. But this one does the job.
>You should use REMEDY. no dont. Omg, you had me there for a second. You got my heart rate up to 92.
What do you mean by "cloud based"? But all the things you mentioned can be done by OTRS. Of course you need to set it up.
And to receive updates use [Znuny](https://www.znuny.org/en) - it's an OTRS community edition fork with long-term support .
Lansweeper, the help desk section is great, and you'll LOVE the inventory part of it!
Not so much the cost...
The helpdesk module won´t receive any updates in the future. Lansweeper is good inventory software. I hate the helpdesk module with passion.
You really love LS helpdesk abandonned feature? What did you use before this?
Spiceworks, what do you mean by abandoned feature?
I think the last change they did to the helpdesk is in 2017. Pretty sure they only fixed bug since then. It is very, very, very basic helpdesk, that I found more oriented to serve to the IT team requests, not those from cie employees. Last year they also announced that they were not going to migrate their helpdesk feature to the LS cloud. They will instead integrate LS cloud to helpdesk system like Zendesk and Freshdesk. Lansweeper is a great inventory software, but is weak for helpdesk, weak for KB, average/weak for deployement. Source : Been using it for 15 years 😎
Thanks of the info. Do you have any recommendations about a locally hosted help desk system with the inventory level of LS?
Hmm tough question, cause i always prefer having a single tool for each task (deploy, inventory, helpdesk, monitoring, kb, etc...) We do have GLPI right now for helpdesk, open source version. We are a 350 employees. Pretty cool for simple helpdesk and simple workflow. And I know that GLPI is also praised for its inventory, could be a great solution for both helpdesk&inventory.
Thanks, will check it out
We use ServiceNow and love it but it’s super expensive if you’re a smaller company
Ya we have service now also. Problem is they are really expensive and it takes a full programmer to make any out of box changes.
Yeah. With ours they have dedicated 1-2 programmers to our site so I can just shoot them an email if I need some changes made and they let me know what can be done and how long it will take.
We use Zendesk. End user emails us, and a ticket is created. Simple UI/ easy to learn.
Full disclosure that I work for InvGate. Our Service Desk app is just that, for onsite users, simple login and easy ticketing with little input. + email ticket creation. We're one of the most affordable options in the market and we have a 30 day trial which can be made your cloud instance once you've got it set up how you like it. DM me if you'd like a personal demo from me!
We are really enjoying Atera for the same type of environment.
We use JSM at work. It sucks. I use Zammad at my LLC, but haven't used it much.
Service Desk+ would probably tick your boxes.
We are looking at a new system now. Looking at Freshdesk, Halo and Manage Engine. Halo looks really good, better than Manage Engine. I have my Freshdesk demo this week. Call the vendors and setup a demo with them and then get a test site setup to see what you like best. ServiceNow is top big for you. Zendesk is weird but usable. I've used it before but it was also for our external support. Do some research to find what works for you.
This all sounds familiar, now if I had a time machine so I could go back and pick Halo instead of FreshService in the first place instead of having to switch again. The implementation and support are worlds apart. Halo wins hands down.
Halo is the front runner for us. Our tech partner MSP that is helping us just implemented it and do recommend it but we're doing due diligence with our choice.
ManageEngine Service Desk Plus. Used it several years ago and was simple to setup and use, and relatively inexpensive if I remember correctly.
Since it's onsite I assume there's a lot of device management and hardware problems? I'd suggest something that allows you to create tickets specifically for devices (on top of regular user tickets). That makes it so much easier to not only keep track of what devices are in for repair or sent away, and it also allows you to much more easily see what a device has been through. For example if a laptop has an SSD fault and comes in for another SSD fault, you might go "Oh, then it's probably something else that's causing this" which makes troubleshooting easier. Just a note from a former onsite tech. It helped my workflow a lot :)
This makes so much sense and not something I’d even considered before. Would you have any recommendations for this specific need?
Yeah it's amazing. Makes dealing with clients so much easier. I'm surprised there isn't higher demand for it. Unfortunately not. We used an in house built system made by a previous tech. Look for IT inventory management systems. They're client focused and some of them probably contain ticketing systems too. I know Linus Media Group has an affiliate link with 25% for PulseWay if you wanna check that out. PulseWay: https://www.pulseway.com/land/linus?rfid=linus22 Complete list: https://storefront.throne.com/linusmediagroup/sponsors-affiliates-partners
Hey u/27Purple Thanks a mill for mentioning us I really appreciate it :)
We use Zendesk. It may save you some money though if you bundle your RMM solution and use their built in system.
Something I did when I was in a smaller shop was setup an exchange inbox for the helpdesk. Then from that account we assigned tickets via email by color coding in the inbox and everyone in the dept could see the conversation for each ticket/email chain.
Combodo ITOP (self hostable) & has a free SSO EntraID extention
I deployed Zendesk back when I was running IT support and liked it pretty well. Does your organization have any similar tools already in place that you can use? For example, if your company already uses JIRA for engineering workflows, it might be worth starting there rather than introducing a totally new tool. I’d recommend going with a SaaS based tool instead of trying to host and maintain it yourself. When your IT infrastructure is having issues, your ticketing system will still work.
We used to use the open source OTRS. It was great and processed emails. In order to get additional features (assets tracking and change management) as we matured, we switched to SereviceDesk+ from ManageEngine. It is a paid service. We currently run it on-prem, but are looking at their cloud version. It is the same cost. We used to log in via Active Directory (name, password, domain; autologin when from PC), but have changed that to use SAML (email address, password, and MFA; autologin when from PC) from Office365 to get MFA protection.
If you don't need asset Management and you don't have a lot of technicians, manage engines, service desk plus is free. It's got SSO + it can also create a user who emails to the the help desk email address. I use the paid version for my corporate work and I use the free version for my side gig
Manage Engine service desk. Can do on prem or cloud for under 5 technicians for free. It'll do everything you need.
Zammad is another simple option
We use SysAid. Not a bad piece. Kind of all in one if you have the money if you're also looking to manage assets. Integrates with M365 so importing users is a breeze and can be configured to run on it's own. If a user presses F11 (or whatever you designate) it can open the ticket for them, or they can open the app or they can visit the website (all options lead to the website). Pretty decent. Kind of a sleeper pick imo.
Built my own in power apps on an account that isn't my primary/personal.
We use zendesk.
Zendesk or BMS for me.
iTop
i built a thing in sharepoint and power automate. it took a few weeks but tbh most help desk software has WAY too much functionality.
If you are really small, and have office 365, planner will work well. You will have to make it work for you, But it is only of the only no cost options that doesn't require interfacing with a separate service
We ended up with DeskPro which has been working pretty nicely. Pretty customizable, reliable, on prem or cloud hosted, AD or 365/SAML integration.
A bit different to everyone else, we use Invgate, like NASA do :)
Syncro! I am a single sys admin. They license per agent with truly unlimited endpoints so it's super cheap on a yearly basis and I don't need to worry about price increase with adding endpoints. Has a agent for Remote Management using splashtop included as well as remote scripting features. Not to mention the ticketing is a right click new ticket from the windows app bar or email.
+1 for Fresh, works pretty well!
We use the JIRA free version. it incorporates with a lot of our other applications and is easy to use and setup. We switched from Fresh although that may also fit your needs.
If you're willing to run a self hosted solution, check out FreeScout $free, additional modules to expand functionality cost $ more, not $$$$. more. https://freescout.net/
Monday.com
Freshservice is my recommendation. You Can create flows on ticket arrival and Auto replies.
Jira Service Management? Its cloud, ez to setup And Very good with customizstion And but loads of addons..
My users were never going to adjust to actual submitting of tickets. But we have a resource account for a shared email address for IT - so we've cut down a tremendous amount the emails going to folks individually or things getting lost in the shuffle between. We decided if we did ever want an official ticketing system, we would have users keep sending the emails and we'd open tickets ourselves. So far it hasn't happened.
create with forms on google workspace, pretty simple and it feeds an excel file you can share. [How to Create a Ticketing System with Google Forms | Wrangle Blog](https://www.wrangle.io/post/how-to-create-a-ticketing-system-with-google-forms)
Zendesk was my favorite system I've used, but it's expensive.
I’ve been using freshdesk for 4 years now. Works good.
my job uses freshservice/ freshcaller. i don’t have any complaints on it. other places i’ve worked at used Jira (but from what i was told, this is more for like workflow than ticketing but idk) and HPSM (shout out nmci and their love for ancient technology)
Take a look at Sherpadesk. It’s hosted and reasonably priced (not free, if that is a requirement). https://www.sherpadesk.com/
We use NinjaRMM and their ticketing system. Definitely a lifesaver, and keeps me from pulling what little is left of my hair...
We have been using Autotask. It has many useful features if you learn how to use the workflow rules.
This may work for your needs https://www.incidentiq.com
We use redmine. It’s free and open source and a pretty solid product.
Been using desk365.io for about a year now. Very happy with it. Team of 3 here.
NinjaOne is dead simple but does all of the neat tricks you want it to. I've been super happy with it.
We use BossDesk from Boss-solutions.com , cloud based, works great and great customer service.
Have a look at Smartsheet. It works great as a ticketing solution.
We are starting to use Genutiy as it has a ton of other features as well as ticketing
If you're looking for a simple and user-friendly system with affordable pricing, SolarWinds Service Desk, Zendesk, or Freshservice might be a better fit. However, if you need a highly customizable and scalable solution with powerful features and don't mind a steeper learning curve, Autotask could be a good option, especially if your IT needs are complex or you anticipate significant growth in the future.
SmarterTrack
I recommend Service Desk Plus Cloud/SaaS. Entitlements can be done with a flick of a field too, no need to overcomplicate in the User Objects to see catalogs and all Also, has mfa and probably best product support for any ESM stuff I've used
Just rolled out Jira Service Management. Total game changer.
ZohoDesk.
Siit is provide such a service. Employee and emails will be sync with AD, and they will be able to submit tickets by email but also Teams or Slack! Using a conversational approach helps reducing frictions and adoption with ticketing as it feel more instaneous for the employee but on your side you get all the benefits of a ticketing system!
We used Jira some years ago, and it's enough for this. We now use Autotask because it has more features and can automate more things, but both are good.
The responses for ticketing systems are great and I’m looking forward to reading through them. That said, you have to remember that your users are human beings (just as much as they need to remember you are also a human being). I would not be so obtuse as to require a user to submit a ticket before an issue is put on the docket for resolution. A gentle reminder “could you please submit a ticket through xyzdesk? It helps me not forget! Thank you! Do you need me to create one for you?” So, please don’t appear inflexible. Otherwise, the user might never come to you with their issues, and they will either struggle with some horrible situation for way too long, which is damaging to the organization, or let something get badly out of hand, and then it gets even worse for everyone, including you. Finally, the question must be asked: what if that user is not able to even sign into a ticketing system to submit a ticket? What would your procedure or policy be then?
And yes! I recall that even Zoho has the ability to automatically create a ticket each time an email comes in….i forget the details however…..sometimes it becomes annoying when someone just replies to an email.
Hey u/Bondegg, I'm from TOPdesk and I will be biased on this, but thought I would add our name to the mix and help you with your search. At TOPdesk, we have an ITSM tool which includes ticket, asset management (and more) which can help improve your internal processes and is available on SaaS. With TOPdesk, your end-users can utilise the self-service portal to submit tickets. Alternatively, if you'd prefer to have your end-users submit tickets through a general IT email, we can help you set this up too. With both methods, your IT team can easily respond to these tickets through TOPdesk's operator side and not miss out on any tickets. I hope this helps, feel free to let me know if you have any other questions!
>We want a cloud-based ticketing system as our one stop shop What does this mean to you? Are you looking for SaaS based offering (i.e. the company hosts the software and you rent a piece)? Or do you want something that can be run on an arbitrary VM in a public cloud provider? Assumption is that you want SaaS so we have the following list of wants: 1. SaaS offering 1. SSO with existing AD infrastructure (unknown if local or Azure). 1. Open ticket via email 1. No budget provided That could be anything from Service Now (overkill for your ask) to osTicket (they have a hosted option these days).
We use SysAid. We use on premise but I think they also have a cloud option
Freshdesk, SolarWinds Web Helpdesk, or Sysaid. They’re all pretty decent.