Best Support Ticketing System for Internal Use

[Bootman 650]

Hi All,

I hope everyone is well.

It's been a while since I've posted or been active on these forums since I changed jobs back in August last year. It's been strange not browsing and posting these forums after coming here every day for almost 2 years.

I have been tasked with a job at work to find, set-up and configure a new internal ticketing/support system for staff to log jobs. We are currently using Richmond SupportDesk and it is far from comprehensive and not very efficient either.

We have about 160 users all of which have a Laptop, Mobile phone and desktop.

What do people recommend, budget is not an issue as long as it is efficient and works well.

Thanks,

Chris

 

[lcoughey]

We have been using WebHelpDesk for many years without any issues other than the price basically doubled after it was acquired by SolarWinds several years ago.

 

[Slaters Kustum Machines]

We use ServiceNow at my FTJ. No idea on cost, but I would imagine quite pricey. It seems to be very configurable.

 

[NOLA IT Pro]

We use Spiceworks and have been very happy with it. It is very configurable, has a great community and is free. We have about 125+ users to support, does a great job of inventory, is easily configurable and great for generating reports.

http://www.spiceworks.com/

 

[kwisher]

If you are a Linux fan you can roll your own with the free osTicket. We use it at my day job and it is great.
http://osticket.com/

 

[610WebTech]

Since budget isn't an issue, you should check out Solarwinds. Spiceworks also has a nice free solution.

 

[nlinecomputers]

We use Spiceworks and have been very happy with it. It is very configurable, has a great community and is free. We have about 125+ users to support, does a great job of inventory, is easily configurable and great for generating reports.

http://www.spiceworks.com/

I've not looked at Spiceworks in several years but is not that really geared towards an in-house ticket system, not a customer based one? How can you really invoice off of it?

 

[YeOldeStonecat]

N-Able (Solarwinds) HelpDeskManager here. It ties into N-Ables N-Central (our RMM tool)...so it makes sense for us.
If we weren't using N-Able....well, prior to HDM we used mHelpdesk for a while...it was good.

 

[jbartlett323]

If you are a Linux fan you can roll your own with the free osTicket. We use it at my day job and it is great.
http://osticket.com/

Don't have to be a linux fan for osTicket, runs on Windows just fine with WAMP or your favorite site hosting software. Was the first ticketing system I implemented for my shop, and while not very store friendly, it was a great ticketing solution. Wish it had some of the store stuff built into PCRT, I'd probably using it still.

 

[Mike McCall]

I setup osTicket as a subdomain of our website. That works well in most cases for me, except when I need to actually create a ticket in Repairshopr. Repairshopr does provide a customer profile where an existing client can submit a ticket. However, most of my clients have never used a ticketing system and would have it fouled-up in short order. I prefer to have osTicket flag an issue or question for me, and if it warrants an actual ticket it's not hard for me to create one in Repairshopr. Otherwise I end up having to clean up tickets that really aren't making more work than it should be.

 

[drpcfix]

(I'm reading this as, they want a tool for 160 employees to talk to in-house IT Department with - not a true customer facing product)


I think freshdesk gives you a pretty slick set of features, and free for a couple users.
(users would be your IT Department, and "customers" would be the rest of the employees)

Also - yeah, if you aren't using any RMM - going full N-Able is probably better than just doing tickets - because then tickets will link to an employees computer, with remote control, etc

The opensource stuff is good - especially for small businesses, but if you can get away with a free tier of one of the really powerful SaaS ones - you are going to get a little bit more of a finished product. With 160 employees, your company is probably big enough to want to pay for software that works well and has support.

(I'm a huge open source fan, but in my experience with bigger orgs you end up outgrowing the tools. Think freenas - graduating to synology/drobo/etc when you want to standardize, etc)