Ticketing Solutions for IT Department
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@quixoticjustin Maybe by the time I get someone in here, I will be comfortable with it in production.
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@grey said in Ticketing Solutions for IT Department:
At the risk of getting flamed, I still think Spiceworks is a good solution for the very small IT department. I don't know how their development is going to continue...
It's a solid helpdesk system if it meets your data complexity needs. But the lack of active development is definitely the concern. Since their development team departed and development has always been slow, it's hard to tell if it has completely stopped, slowed or is just at the pace it always was.
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@scottalanmiller said in Ticketing Solutions for IT Department:
@grey said in Ticketing Solutions for IT Department:
At the risk of getting flamed, I still think Spiceworks is a good solution for the very small IT department. I don't know how their development is going to continue...
It's a solid helpdesk system if it meets your data complexity needs. But the lack of active development is definitely the concern. Since their development team departed and development has always been slow, it's hard to tell if it has completely stopped, slowed or is just at the pace it always was.
When did all that happen?
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@wrx7m said in Ticketing Solutions for IT Department:
@scottalanmiller said in Ticketing Solutions for IT Department:
@grey said in Ticketing Solutions for IT Department:
At the risk of getting flamed, I still think Spiceworks is a good solution for the very small IT department. I don't know how their development is going to continue...
It's a solid helpdesk system if it meets your data complexity needs. But the lack of active development is definitely the concern. Since their development team departed and development has always been slow, it's hard to tell if it has completely stopped, slowed or is just at the pace it always was.
When did all that happen?
About a year ago. When they had the big round of layoffs, the same day their core development team packed up and walked out, along with the lead designer. A lot of people missed it in the bigger news of the massive layoff and firing rounds that were happening. And as it was a team quitting, there was no need or reason for it to be disclosed publicly, unlike a layoff which basically has to be disclosed. So unless you knew someone that was on the development team, or other internal resource, you'd not know that they had quit as a team.
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@scottalanmiller said in Ticketing Solutions for IT Department:
@wrx7m said in Ticketing Solutions for IT Department:
@scottalanmiller said in Ticketing Solutions for IT Department:
@grey said in Ticketing Solutions for IT Department:
At the risk of getting flamed, I still think Spiceworks is a good solution for the very small IT department. I don't know how their development is going to continue...
It's a solid helpdesk system if it meets your data complexity needs. But the lack of active development is definitely the concern. Since their development team departed and development has always been slow, it's hard to tell if it has completely stopped, slowed or is just at the pace it always was.
When did all that happen?
About a year ago. When they had the big round of layoffs, the same day their core development team packed up and walked out, along with the lead designer. A lot of people missed it in the bigger news of the massive layoff and firing rounds that were happening. And as it was a team quitting, there was no need or reason for it to be disclosed publicly, unlike a layoff which basically has to be disclosed. So unless you knew someone that was on the development team, or other internal resource, you'd not know that they had quit as a team.
Wow! What a bummer.
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@scottalanmiller said in Ticketing Solutions for IT Department:
@grey said in Ticketing Solutions for IT Department:
At the risk of getting flamed, I still think Spiceworks is a good solution for the very small IT department. I don't know how their development is going to continue...
It's a solid helpdesk system if it meets your data complexity needs. But the lack of active development is definitely the concern. Since their development team departed and development has always been slow, it's hard to tell if it has completely stopped, slowed or is just at the pace it always was.
http://www.builtinaustin.com/2017/03/15/cto-spiceworks-francis-sullivan
So right there, they're focused on the community, not the app.
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@grey said in Ticketing Solutions for IT Department:
@scottalanmiller said in Ticketing Solutions for IT Department:
@grey said in Ticketing Solutions for IT Department:
At the risk of getting flamed, I still think Spiceworks is a good solution for the very small IT department. I don't know how their development is going to continue...
It's a solid helpdesk system if it meets your data complexity needs. But the lack of active development is definitely the concern. Since their development team departed and development has always been slow, it's hard to tell if it has completely stopped, slowed or is just at the pace it always was.
http://www.builtinaustin.com/2017/03/15/cto-spiceworks-francis-sullivan
So right there, they're focused on the community, not the app.
WHen do they plan to make that better then? LOL
I kid, I kid. Sort of. Not really, the community has been getting harder and harder to use for the last year. If they are focusing on it, maybe they need to stop!
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@scottalanmiller said in Ticketing Solutions for IT Department:
@grey said in Ticketing Solutions for IT Department:
@scottalanmiller said in Ticketing Solutions for IT Department:
@grey said in Ticketing Solutions for IT Department:
At the risk of getting flamed, I still think Spiceworks is a good solution for the very small IT department. I don't know how their development is going to continue...
It's a solid helpdesk system if it meets your data complexity needs. But the lack of active development is definitely the concern. Since their development team departed and development has always been slow, it's hard to tell if it has completely stopped, slowed or is just at the pace it always was.
http://www.builtinaustin.com/2017/03/15/cto-spiceworks-francis-sullivan
So right there, they're focused on the community, not the app.
WHen do they plan to make that better then? LOL
I kid, I kid. Sort of. Not really, the community has been getting harder and harder to use for the last year. If they are focusing on it, maybe they need to stop!
Probably about the same time that they admit that having forced community accounts for spam-advertising emails just to use the app is wrong?
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The community is specifically the bit that has been destroyed this past year. Maybe that's the result of the core senior developers departing and more juniors and recent college grads getting their hands on the core code and running amok with it? The helpdesk, while stagnant, works just fine. It hasn't suffered, except for a lack of new features, which is pretty trivial given that it wasn't getting major new features regardless. Leaving well enough alone might have been just what was needed. Maybe the departure of the team protected the helpdesk!
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I did checkout osticket last week, as result of seeing a post, here on ML. It does look good and the hosted pricing is reasonable.
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@wrx7m said in Ticketing Solutions for IT Department:
I did checkout osticket last week, as result of seeing a post, here on ML. It does look good and the hosted pricing is reasonable.
NTG has been hosting their own, it's pretty simple to do. But we'll likely be on Sodium in a week or two. Just a few little things need to be finalized for it to be at a point that we can flip over.
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@scottalanmiller said in Ticketing Solutions for IT Department:
@wrx7m said in Ticketing Solutions for IT Department:
I did checkout osticket last week, as result of seeing a post, here on ML. It does look good and the hosted pricing is reasonable.
NTG has been hosting their own, it's pretty simple to do. But we'll likely be on Sodium in a week or two. Just a few little things need to be finalized for it to be at a point that we can flip over.
Pretty simple for you could equal TMW for this already over-worked administrator.
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It's a PHP app, so pretty easy to set and forget. But I get it.
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GLPI includes an inventory, helpdesk, and knowledge base. Before I discovered Snipe-IT, I was using GLPI for its inventory.
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How can I download Sodium to check it out?
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Where I work at our call center help desk uses OTRS.
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@wrx7m said in Ticketing Solutions for IT Department:
How can I download Sodium to check it out?
You can sign up here. Nothing to download, this is a fully hosted system.
https://sodium.waxquixotic.com/
You need to create an organization when first signing up. You can make a personal one, of course.
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@quixoticjustin That's right. You did say SaaS. Hosted was one of my requirements
Account created.
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@wrx7m said in Ticketing Solutions for IT Department:
@quixoticjustin That's right. You did say SaaS. Hosted was one of my requirements
Account created.
Sweet, looks like Justin got to this thread before I could! Welcome to the test group and please let Justin or I know if you have any questions/ideas/features you want! We did recently have a thread on helpdesk concepts that we were drawing from. Let me see if I can find that thread for you.
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@wrx7m said in Ticketing Solutions for IT Department:
@quixoticjustin That's right. You did say SaaS. Hosted was one of my requirements
Account created.
Awesome. Once you sign in, just hit the Helpdesk tab. It's very rough looking, but a lot of functionality is there now and more day by day.
