What is everyone using for basic ticket management these days?
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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.
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so the group decided to go with Zoho's solution as it provides the basic functions they are looking for and its free for up to 10 users (there's 3 on that team). Thanks everyone for the suggestions and we will definitely keep our eyes on SodiumSuite.
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@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
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@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.
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@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
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@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.
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@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?
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@ambarishrh said in What is everyone using for basic ticket management these days?:
@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?
Very common. We see it all of the time at NTG. Manager, tech and customer might all make tickets at the same time.
