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IT Help Desk Ticketing Software

CrowDog

CrowDog

Golden Member
We are looking for some ticketing software for a company of about 300 users and 6 Technicians. I would like to hear what other people are using and what they like and don't like about it. Spiceworks is likely to come up because it is free but we would rather pay for something and not have ads.

Any suggestions?
 
I work at ~20k employee company, so may not translate well to smaller businesses.

We are using some solution from servicenow. It kind of sucks for end users, hard to navigate and has a confusing interface. IT management likes it from what I hear because it allows for better tracking. Everyone else hates it.

We were previously using a version of bugzilla (bugzilla.org), IT management hated because of poor tracking abilities, but everyone else loved it, very simple, straightforward interface. Might be good for smaller companies. We still use bugzilla for bug tracking, though we are moving to jira project by project.
 
We're using ServiceNow as well, but we also have an internal Apps team that does quite a bit to make ServiceNow suit our particular needs. I would not recommend it unless you have complex enough needs to suit its complex nature.
 
The last helpdesk-ey place I worked at, we used eHelpdesk, which was alright, and then migrated to a Solarwinds WebHelpDesk, which I actually rather liked.

I work in developer support (not really an IT shop, strictly speaking) now, so my team just kinda piggybacks on the developers' JIRA system, with a couple simplified workflows.
 
We use SpiceWorks. Should work great for a 200 person org with 6 techs, and it's totally free (support included). Basically they make their money off sponsorships and deals with big tech companies, so it's a legit application by a real company and not some fly by night one man open source thing.

They also host SpiceWorld, one of the biggest sysadmin conferences in the US.
 
We still have to manually create tickets the way Microsoft CRM is set up and its pretty awful (2011) admittedly I don't think the administrators have tapped into one tenth of what it can do but hopefully 2016 addresses some issues. Spiceworks is what our sister office uses and they have good reports about it.
 
I'll throw kayako into the mix. It has its quirks, but its a simple, straightforward interface that is better than some other ones I've seen.
 
We've used HEAT, Remedy, Manageengine, Zen and Freshdesk (along with a number of open source options). We ended up with Freshdesk, they have a free option that lets you try it out (unlimited agents, basic features) before you commit to a more robust plan.
 
I used HEAT in the past, it was alright... I think it did all the critical stuff at least. I was also able to set up queries to the database to get ticket details outside of the interface (might be common to other solutions, I don't know).
 
Nativegamer said:
We are looking for some ticketing software for a company of about 300 users and 6 Technicians. I would like to hear what other people are using and what they like and don't like about it. Spiceworks is likely to come up because it is free but we would rather pay for something and not have ads.

Any suggestions?
Click to expand...

Chapbass said:
I'll throw kayako into the mix. It has its quirks, but its a simple, straightforward interface that is better than some other ones I've seen.
Click to expand...

Another vote for Kayako:

https://www.kayako.com/

If you have a few minutes, check out the webinar:

https://learn.kayako.com/introducing-the-new-kayako-recording

Pricing here:

https://www.kayako.com/pricing

Spiceworks is good in theory, but I've personally had some (major) issues with it in the past & I generally need stuff that "just works" instead of fiddly stuff. It may have gotten better in recent years. Their community is quite good.

It also depends on what you need, like if you want to do ticket tracking for pricing purposes, management authorization to approve user tickets due to cost, etc. I've since switched back to freelance IT & use a custom GTD solution where I import emails & phone calls/messages for tracking purposes, but with six techs that may not fit your needs. I do know some people who use stuff like Trello successfully as well.

Do you have an idea of what you want to do with it? You can go bigger with an RMM like Auvik or Ncentral. Ncentral can connect to Autotask (although I'm not a huge fan). Auvik plugs into Connectwise Manage:

https://www.connectwise.com/now-called-connectwise-manage

Zillions of options out there, depending on your budget & your needs.
 
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