Ticketing Solutions for IT Department
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As I get ever-closer to hiring a Jr-level, I am looking (again) to start using a ticketing system for IT requests made by users. I am looking for recommendations for easy to use/administer hosted SaaS solutions for 2 techs/agents/users. I don't have a defined budget, as of yet, but I would say around $40/month would be OK.
I would like to have (what seems to be pretty basic)-
An integrated KB for separate access to internal IT only and to logged-in non-IT users.
Ability to import end-user info
Ability to create backups of all data
Reporting
Export of ticket informationWhat do you guys think?
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I know that it is very, very early in development and super rough right now, but have you looked at Sodium's SaaS helpdesk option? It is completely free and getting in early lets you be involved in helping to make sure that it has the kinds of features that you need for it to make sense for you.
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@quixoticjustin said in Ticketing Solutions for IT Department:
I know that it is very, very early in development and super rough right now, but have you looked at Sodium's SaaS helpdesk option? It is completely free and getting in early lets you be involved in helping to make sure that it has the kinds of features that you need for it to make sense for you.
I am interested in it but, like you said, it is still very early. I need something to use that is polished but also still going to be actively developed/improved.
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@wrx7m said in Ticketing Solutions for IT Department:
@quixoticjustin said in Ticketing Solutions for IT Department:
I know that it is very, very early in development and super rough right now, but have you looked at Sodium's SaaS helpdesk option? It is completely free and getting in early lets you be involved in helping to make sure that it has the kinds of features that you need for it to make sense for you.
I am interested in it but, like you said, it is still very early. I need something to use that is polished but also still going to be actively developed/improved.
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, so time will tell if it gets any more love and/or if they just stop being a company. For the ease of use, installation, and overall result, it's still a valid product in the right size company.
Conversely, you could go for ManageEngine's ticket system, which might be overkill for you and I don't know if there's a free edition. It is ITIL compliant, though, and has an agent for monitoring/inventory.
Trello has a ticket mode. https://blog.trello.com/easy-to-use-it-support-system
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@grey What is going on over at SW? I just got a beta request for testing version 8 of inventory/desktop.
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NTG uses and likes osTicket. it is actively supported/
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@wrx7m said in Ticketing Solutions for IT Department:
@grey What is going on over at SW? I just got a beta request for testing version 8 of inventory/desktop.
F*** if I know. They proved how much they value me and I left as a result.
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@gjacobse said in Ticketing Solutions for IT Department:
NTG uses and likes osTicket. it is actively supported/
But moving to Sodium.
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@scottalanmiller How are you migrating data from OSticket to Sodium.
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@wrx7m said in Ticketing Solutions for IT Department:
@scottalanmiller How are you migrating data from OSticket to Sodium.
Sodium is working on an importer for osTicket and Spiceworks data.
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Sodium does more advanced ticket handling than SW, so importing won't be complex there at all.
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Also, I will add that I just started using the hosted version of Snipe-IT, so integration there could be helpful.
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@gjacobse said in Ticketing Solutions for IT Department:
NTG uses and likes osTicket. it is actively supported/
osTicket is the largest open source ticketing player around. They do a good product.
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@wrx7m said in Ticketing Solutions for IT Department:
@quixoticjustin said in Ticketing Solutions for IT Department:
I know that it is very, very early in development and super rough right now, but have you looked at Sodium's SaaS helpdesk option? It is completely free and getting in early lets you be involved in helping to make sure that it has the kinds of features that you need for it to make sense for you.
I am interested in it but, like you said, it is still very early. I need something to use that is polished but also still going to be actively developed/improved.
Polished we can't offer yet, but active... you won't find anything more active than Sodium. We are doing several releases per day, did one today already. I expect at least one more this evening, if not more. It's a big project that is moving really quickly. Lots of great new features showing up regularly.
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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.
