What is everyone using for basic ticket management these days?
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Our Sales Coordination team is looking to have a very basic ticketing system to help track some of their activities. They are looking for the following:
- Email to ticket creation and tracking (future emails go into the ticket)
- Cat and Subcat of ticket
- Ticket Status: OPEN, WORKING ON, WAITING FOR MORE INFO, CLOSED
- When in the status of working on, keeping track of time working on ticket
- Ticket Notes
- accept attachmets. Mostly documetns but ocaasionally zip files
REPORTING: Needs to have good reporting
Right now, we use ManageEngine SDP for our I-T ticketing and asset management. This would work for the Coordinators but they do not need the whole ITIL model nor any asset management or remote control capabilities. I am going to look at Zoho's DESK package (Free for up to 10 users) , and looking for other recommendations.
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We are in the process of switching over to SodiumSuite for NTG. Doesn't have all that stuff yet, but I think only email and reports missing right now. But new stuff coming out every few days and we need that stuff, too. So it'll be there soon. It's early, but the product is coming along really quickly.
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Here's couple of choices.
https://freshdesk.com/
http://osticket.com/ -
osTicket is good, that is what we are moving from.
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Where can we sign up to test sodium suite? The site doesn't seems to have a link.
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@ambarishrh said in What is everyone using for basic ticket management these days?:
Where can we sign up to test sodium suite? The site doesn't seems to have a link.
https://sodiumsuite.com/ should have a link in the top right. If not, this works here, too...
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@jt1001001 trello.
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I'm looking at moving from spiceworks to OSTickets soon
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@scottalanmiller said in What is everyone using for basic ticket management these days?:
osTicket is good, that is what we are moving from.
Why are you moving away from osTicket?
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Moving to a ticket system that doesn't depend on Windows is a good thing too.
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@tim_g said in What is everyone using for basic ticket management these days?:
@scottalanmiller said in What is everyone using for basic ticket management these days?:
osTicket is good, that is what we are moving from.
Why are you moving away from osTicket?
monitoring integration, real time chat, constant updates
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Circling the wagons.
We presented Zoho's Desk and OsTicket for this solution and so far the team like's Zoho even through it does not support the time on ticket feature in the free version. I just saw Trello and will be looking at that as well. SodiumSuite I'm keeping on our back burner to look at moving our I-T department to. -
Try https://www.helpspot.com/help-desk-software free for 3 users (host it yourself, self support). They have a cloud version as well.
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Just made a switch from Jira to ZenDesk here - smooth as butter.
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Jira works. But I never like it.
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Jira is super confusing. Mostly because it is meant to be a project management tool and people either just use the PM tool for ticketing, or they get Jira's ServiceDesk extensions, but those are just interface layers on top of the PM tools. Not being purpose built for ticketing makes Jira a difficult tool to use for that purpose.
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@darek-hamann said in What is everyone using for basic ticket management these days?:
Just made a switch from Jira to ZenDesk here - smooth as butter.
Did ZenDesk import Jira data? ZD is certainly one of the better products out there. We've obviously looked at a lot, given that we are trying to make something competitive. ZD isn't cheap, but it does a great job.
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@jt1001001 said in What is everyone using for basic ticket management these days?:
SodiumSuite I'm keeping on our back burner to look at moving our I-T department to.
Give it a little bit, it's getting quite usable, but still very ugly, for tickets. That will change very soon. Some major changes coming this weekend. From looking at time table estimates, my guess is that you will see a major overhaul that will boost the helpdesk usability dramatically in about two weeks.
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Not something that was one of our requirements, but AFAIK:
There is a Python script that can be used on cloud instances if you turn off the direct MySQL support. It should be noted that if you do that, the script is unable to import private comments (because there isn't a REST API to set the privacy in Service Desk) and it is unable to set the dates on issues or who submitted comments. In the case of the latter, the script works around the problem by adding the commenter's name at the start of the comment.
