What is everyone using for basic ticket management these days?
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Ah, not what we have with SolarWinds- user sends email to helpdesk and if some techs or even if the user replies back the system now creates another ticket. The guys who are working on setting up SW told us that they can capture the subject with FW: or RE: and if the subject matches that it will not create a new ticket but that doesn't seem to be working. The workaround given to us is to stick to the portal for all communications and force end users to use the portal! Educating users to use the portal is a bit longer process, but we can't stop serving users via helpdesk till that time.
Another issue that we have now with SW is "mark as resolved" doesn't work. Ideally, techs should be able to mark the ticket as resolved, the user gets an email with a yes or no option, if clicked on yes the ticket will be closed and if clicked on no, it will reopen. SW guys say there is a bug in the system and for now, they will configure only close ticket option. This way we lose track of the ticket if the user wants to reopen.
For NTG, does the Manager/tech creates a ticket? I can imagine for some users when there is a problem, they might call and that time the tech could create a ticket but usually its the customer who will be creating the ticket right?
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@ambarishrh said in What is everyone using for basic ticket management these days?:
For NTG, does the Manager/tech creates a ticket? I can imagine for some users when there is a problem, they might call and that time the tech could create a ticket but usually its the customer who will be creating the ticket right?
Really, at NTG everyone makes tickets. I personally make them by the truck load. Often for myself, which doesn't cause problems. I like to have a ticket for every call, meeting, change, etc. Good for searching on stuff and looking things up. I use ticket lookups constantly.
Our most typical process is for a customer to email or call and whoever gets the call to open a ticket. A lot of times, though, it is a known issue that someone is putting in a ticket for before the call comes in. Hence, easily two tickets.
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@scottalanmiller 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?:
For NTG, does the Manager/tech creates a ticket? I can imagine for some users when there is a problem, they might call and that time the tech could create a ticket but usually its the customer who will be creating the ticket right?
Really, at NTG everyone makes tickets. I personally make them by the truck load. Often for myself, which doesn't cause problems. I like to have a ticket for every call, meeting, change, etc. Good for searching on stuff and looking things up. I use ticket lookups constantly.
Our most typical process is for a customer to email or call and whoever gets the call to open a ticket. A lot of times, though, it is a known issue that someone is putting in a ticket for before the call comes in. Hence, easily two tickets.
I'm setting our first helpdesk up at the mo and my thinking's the same, I'll be making tickets for as much as possible within reason.
How is the search function in osTicket? Can you search for keywords in ticket content?
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I've used osTicket far less and haven't tried that. Maybe @Minion-Queen knows. She has been searching for that kind of stuff a lot recently.
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@scottalanmiller as an alternative, and I've not looked yet so bear with if it's obvious, do you know if it's simple to transfer tickets to the knowledgebase?
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@jackcpickup said in What is everyone using for basic ticket management these days?:
@scottalanmiller as an alternative, and I've not looked yet so bear with if it's obvious, do you know if it's simple to transfer tickets to the knowledgebase?
No clue there, NTG never uses KBs.
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I mean we do, but not a KB tool or something in a ticket system.
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@scottalanmiller said in What is everyone using for basic ticket management these days?:
I mean we do, but not a KB tool or something in a ticket system.
What do you use? We're holding documentation on a Teams channel as an interim
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@jackcpickup 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?:
I mean we do, but not a KB tool or something in a ticket system.
What do you use? We're holding documentation on a Teams channel as an interim
We've been using Sharepoint for a long time. It's decent. Takes a bit of manual work, but it functions well.
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Not my choice, though. I prefer something simpler and faster, like DokuWiki.
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@scottalanmiller unfortunately we have staff who struggle with multiple Teams channels so I'm trying to consolidate systems as much as possible
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@jackcpickup said in What is everyone using for basic ticket management these days?:
@scottalanmiller unfortunately we have staff who struggle with multiple Teams channels so I'm trying to consolidate systems as much as possible
That's why we are excited to eventually consolidate into Sodium
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Still using spiceworks here, its ok
ducks and runs for cover
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@mattspeller said in What is everyone using for basic ticket management these days?:
Still using spiceworks here, its ok
ducks and runs for cover
It's really not that bad. The guys at my last job are still using it too.
*hides behind @MattSpeller *
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@scottalanmiller Does Sodium have a KB or Wiki feature?
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@dafyre said in What is everyone using for basic ticket management these days?:
@mattspeller said in What is everyone using for basic ticket management these days?:
Still using spiceworks here, its ok
ducks and runs for cover
It's really not that bad. The guys at my last job are still using it too.
*hides behind @MattSpeller *
I am tempted to use Spiceworks on-premise helpdesk tool, but still keep snipeit for inventory!
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@ambarishrh said in What is everyone using for basic ticket management these days?:
@dafyre said in What is everyone using for basic ticket management these days?:
@mattspeller said in What is everyone using for basic ticket management these days?:
Still using spiceworks here, its ok
ducks and runs for cover
It's really not that bad. The guys at my last job are still using it too.
*hides behind @MattSpeller *
I am tempted to use Spiceworks on-premise helpdesk tool, but still keep snipeit for inventory!
Why on premises if only for the helpdesk?
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Long story! for now, the only option I have is to set up something on-premise. Eventually, i will be able to move it. Can spiceworks be used only has helpdesk and disable inventory part? Haven't used Spiceworks in a long time
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@scottalanmiller 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?:
@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.
Exactly this ^^^
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@ambarishrh said in What is everyone using for basic ticket management these days?:
Long story! for now, the only option I have is to set up something on-premise. Eventually, i will be able to move it. Can spiceworks be used only has helpdesk and disable inventory part? Haven't used Spiceworks in a long time
Can't "disable" the inventory. You just "don't use it."
