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    What is everyone using for basic ticket management these days?

    Scheduled Pinned Locked Moved IT Discussion
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    • AmbarishrhA
      Ambarishrh
      last edited by

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

      scottalanmillerS 1 Reply Last reply Reply Quote 0
      • scottalanmillerS
        scottalanmiller @Ambarishrh
        last edited by

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

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

        https://sodiumsuite.com/ should have a link in the top right. If not, this works here, too...

        https://sodium.waxquixotic.com/

        1 Reply Last reply Reply Quote 1
        • F
          Francesco Provino @jt1001001
          last edited by

          @jt1001001 trello.

          1 Reply Last reply Reply Quote 0
          • hobbit666H
            hobbit666
            last edited by

            I'm looking at moving from spiceworks to OSTickets soon

            1 Reply Last reply Reply Quote 0
            • ObsolesceO
              Obsolesce @scottalanmiller
              last edited by

              @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?

              scottalanmillerS 1 Reply Last reply Reply Quote 0
              • black3dynamiteB
                black3dynamite
                last edited by

                Moving to a ticket system that doesn't depend on Windows is a good thing too.

                1 Reply Last reply Reply Quote 2
                • black3dynamiteB
                  black3dynamite
                  last edited by

                  https://www.otrs.com/otrs-free-help-desk/

                  1 Reply Last reply Reply Quote 1
                  • scottalanmillerS
                    scottalanmiller @Obsolesce
                    last edited by

                    @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 🙂

                    AmbarishrhA 1 Reply Last reply Reply Quote 0
                    • jt1001001J
                      jt1001001
                      last edited by

                      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.

                      QuixoticJustinQ 1 Reply Last reply Reply Quote 0
                      • 3
                        360col
                        last edited by

                        Try https://www.helpspot.com/help-desk-software free for 3 users (host it yourself, self support). They have a cloud version as well.

                        1 Reply Last reply Reply Quote 0
                        • D
                          Darek Hamann
                          last edited by

                          Just made a switch from Jira to ZenDesk here - smooth as butter.

                          QuixoticJustinQ 1 Reply Last reply Reply Quote 1
                          • scottalanmillerS
                            scottalanmiller
                            last edited by

                            Jira works. But I never like it.

                            1 Reply Last reply Reply Quote 0
                            • QuixoticJustinQ
                              QuixoticJustin
                              last edited by

                              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.

                              1 Reply Last reply Reply Quote 0
                              • QuixoticJustinQ
                                QuixoticJustin @Darek Hamann
                                last edited by

                                @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.

                                D 1 Reply Last reply Reply Quote 0
                                • QuixoticJustinQ
                                  QuixoticJustin @jt1001001
                                  last edited by

                                  @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.

                                  1 Reply Last reply Reply Quote 0
                                  • D
                                    Darek Hamann @QuixoticJustin
                                    last edited by

                                    @quixoticjustin

                                    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.

                                    1 Reply Last reply Reply Quote 0
                                    • jt1001001J
                                      jt1001001
                                      last edited by

                                      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.

                                      1 Reply Last reply Reply Quote 1
                                      • AmbarishrhA
                                        Ambarishrh @scottalanmiller
                                        last edited by

                                        @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

                                        coliverC 1 Reply Last reply Reply Quote 0
                                        • coliverC
                                          coliver @Ambarishrh
                                          last edited by

                                          @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.

                                          AmbarishrhA 1 Reply Last reply Reply Quote 0
                                          • AmbarishrhA
                                            Ambarishrh @coliver
                                            last edited by

                                            @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

                                            AdamFA 1 Reply Last reply Reply Quote 0
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