Long story! for now, the only option I have is to set up something on-premise. Eventually, i will be able to move it. Can spiceworks be used only has helpdesk and disable inventory part? Haven't used Spiceworks in a long time

@dafyre said in What is everyone using for basic ticket management these days?:

@mattspeller said in What is everyone using for basic ticket management these days?:

Still using spiceworks here, its ok

ducks and runs for cover

It's really not that bad. The guys at my last job are still using it too.

*hides behind @MattSpeller *

I am tempted to use Spiceworks on-premise helpdesk tool, but still keep snipeit for inventory!

Ah, not what we have with SolarWinds- user sends email to helpdesk and if some techs or even if the user replies back the system now creates another ticket. The guys who are working on setting up SW told us that they can capture the subject with FW: or RE: and if the subject matches that it will not create a new ticket but that doesn't seem to be working. The workaround given to us is to stick to the portal for all communications and force end users to use the portal! Educating users to use the portal is a bit longer process, but we can't stop serving users via helpdesk till that time.

Another issue that we have now with SW is "mark as resolved" doesn't work. Ideally, techs should be able to mark the ticket as resolved, the user gets an email with a yes or no option, if clicked on yes the ticket will be closed and if clicked on no, it will reopen. SW guys say there is a bug in the system and for now, they will configure only close ticket option. This way we lose track of the ticket if the user wants to reopen.

For NTG, does the Manager/tech creates a ticket? I can imagine for some users when there is a problem, they might call and that time the tech could create a ticket but usually its the customer who will be creating the ticket right?

@fuznutz04 said in What is everyone using for basic ticket management these days?:

@ambarishrh said in What is everyone using for basic ticket management these days?:

@coliver said in What is everyone using for basic ticket management these days?:

@ambarishrh 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?:

@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 :)

If you don't need features like monitoring , chat etc do you think OS ticket is a good option for self hosted? I've tried but not used osticket on day today basis.

We currently have solarwinds still haven't paid but the overall experience is bad (just the web help desk) i guess it's due to the wrong approach and config and not because the product itself is bad. Major issue is email to ticket, whenever user replies to the ticket by mail the system creates another ticket again!

We can't go to a solution that's hosted outside our servers, so sodium suite is not an option as of now but I would like to setup osticket and explore

That's the beauty of Open source. Setup a server and play with it see if you can get it to match the experience of your Solarwinds instance.

I am about to test that, but wanted to know if there were any real world challenges when @scottalanmiller used OSTicket

We use OS ticket. So far, it has been great. Very easy to use, and works for what we need (a basic ticketing system) So far, the only limitation that I have found is that there is no easy way (or at least not that I have found) to merge duplicate tickets together.

How does duplicate tickets occur here?

@coliver said in What is everyone using for basic ticket management these days?:

@ambarishrh 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?:

@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 :)

If you don't need features like monitoring , chat etc do you think OS ticket is a good option for self hosted? I've tried but not used osticket on day today basis.

We currently have solarwinds still haven't paid but the overall experience is bad (just the web help desk) i guess it's due to the wrong approach and config and not because the product itself is bad. Major issue is email to ticket, whenever user replies to the ticket by mail the system creates another ticket again!

We can't go to a solution that's hosted outside our servers, so sodium suite is not an option as of now but I would like to setup osticket and explore

That's the beauty of Open source. Setup a server and play with it see if you can get it to match the experience of your Solarwinds instance.

I am about to test that, but wanted to know if there were any real world challenges when @scottalanmiller used OSTicket

@scottalanmiller said in What is everyone using for basic ticket management these days?:

@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 :)

If you don't need features like monitoring , chat etc do you think OS ticket is a good option for self hosted? I've tried but not used osticket on day today basis.

We currently have solarwinds still haven't paid but the overall experience is bad (just the web help desk) i guess it's due to the wrong approach and config and not because the product itself is bad. Major issue is email to ticket, whenever user replies to the ticket by mail the system creates another ticket again!

We can't go to a solution that's hosted outside our servers, so sodium suite is not an option as of now but I would like to setup osticket and explore

Free Opensource Alternative to TypeForm
https://tellform.com/

@guyinpv sign up for a demo i guess this might be a good fit

Please Check https://92fiveapp.com/#features

It's $199 No Monthly Fees. No renewal of account. Just one time price for single domain.Self hosted Unlimited users, projects, tasks, files etc.Free Updates forever

Where can we sign up to test sodium suite? The site doesn't seems to have a link.