Ticketing systems: what do you use?

Forums › IT Pro and developers › Ticketing systems: what do you use?

noeltj

12 posts

Geek
+1 received by user: 1

#253194 31-Jul-2019 12:59

What ticketing system do you use? What are the pros/cons of it?

1 | 2

12181 posts

Uber Geek
+1 received by user: 8473

Trusted

Lifetime subscriber

#2286420 31-Jul-2019 13:00

Do you mean incident / fault ticket logging?

noeltj

12 posts

Geek
+1 received by user: 1

#2286431 31-Jul-2019 13:01

yes. More like a job logging ticketing system

Dynamic

4015 posts

Uber Geek
+1 received by user: 1851

ID Verified

Trusted

Lifetime subscriber

#2286433 31-Jul-2019 13:04

ConnectWise. It can do a *lot*, but is fairly complex as a result and is definitely not the cheapest.

If you have a fairly young IT business, https://www.ezpsa.com/ would be worth a look. It's a Kiwi product that we used to use and I found the developers responsive to requests.

“Don't believe anything you read on the net. Except this. Well, including this, I suppose.” Douglas Adams

Linux

12181 posts

Uber Geek
+1 received by user: 8473

Trusted

Lifetime subscriber

#2286434 31-Jul-2019 13:05

Might be a good to change the title of the thread to reflect your question

Edit: Good to see someone changed it

billgates

4705 posts

Uber Geek
+1 received by user: 671

Trusted

#2286446 31-Jul-2019 13:15

Manage Engine Service Desk Plus

Do whatever you want to do man.

xcon

147 posts

Master Geek
+1 received by user: 24

ID Verified

#2286452 31-Jul-2019 13:23

ZenDesk

HP

Shop now for HP laptops and other devices (affiliate link).

trig42

5889 posts

Uber Geek
+1 received by user: 2094

ID Verified

#2286453 31-Jul-2019 13:25

We use ConnectWise.

billgates

4705 posts

Uber Geek
+1 received by user: 671

Trusted

#2286454 31-Jul-2019 13:25

Used ZenDesk extensively for 3 years and found it to be slow because it was cloud hosted off Canada.

Do whatever you want to do man.

xpd

Geek of Coastguard
14116 posts

Uber Geek
+1 received by user: 4576

Retired Mod

ID Verified

Trusted

Lifetime subscriber

#2286466 31-Jul-2019 13:39

Used lots over the years......

Service Now - powerful but god awful interface (IMO)

SysAid - basic but does the job

Spiceworks - love it and price is right :)

ManageEngine - Not bad, gets the job done

Connectwise - only been using for approx 7 months, few things still trying to get head around as to why they do things a certain way but so far so good.

They all cost except Spiceworks. I setup Spiceworks for a company I was with, had it monitoring all our servers (30+), workstations (500) and doing helpdesk duties quite happily.

XPD / Gavin

LinkTree

Sounddude

I fix stuff!
1935 posts

Uber Geek
+1 received by user: 640

Trusted

2degrees

Lifetime subscriber

#2286467 31-Jul-2019 13:39

ServiceNow

Jashan

78 posts

Master Geek
+1 received by user: 16

Trusted

#2286468 31-Jul-2019 13:41

we use Freshservice for the internal helpdesk. we have one for our IT helpdesk and other for our Ground & maintenance team

if you are looking to support external customer Freshdesk is their other product

Geekzone

Want to support Geekzone and browse the site without the ads? Subscribe to Geekzone now (monthly, annual and lifetime options).

dt

1152 posts

Uber Geek
+1 received by user: 371
Inactive user

#2286595 31-Jul-2019 15:16

Manage Engine service desk plus which is fine you can do a lot with it if you wanted to put in the time, it integrates in well with all their other products such as AD Manager, AD Audit and AD Self Service which you can use to automate A LOT of tasks in a windows environment.

Mates company just put in freshdesk and it looks pretty good and he rates it

fishandchips

40 posts

Geek
+1 received by user: 7

ID Verified

#2286697 31-Jul-2019 16:49

Have used HelpStar, worked great until limits were reached on categories. Spiceworks, worked amazing till the 1GB limit was hit. Currently using Cherwell, is massive! Requires a in house developer/app specialist to run it. Overly complicated.

If I could go back I would use Spiceworks again in a heart beat.

tardtasticx

3084 posts

Uber Geek
+1 received by user: 483

#2286698 31-Jul-2019 16:49

We’re currently on BMC Remedy and it’s god awful (probably due to it being hosted on a Potato in Australia).

Soon to be transitioning to ServiceNow which looks promising. The GUI feels like it’s designed for mobile, but it gets the job done.

xpd

Geek of Coastguard
14116 posts

Uber Geek
+1 received by user: 4576

Retired Mod

ID Verified

Trusted

Lifetime subscriber

#2286748 31-Jul-2019 17:42

fishandchips:

Have used HelpStar, worked great until limits were reached on categories. Spiceworks, worked amazing till the 1GB limit was hit. Currently using Cherwell, is massive! Requires a in house developer/app specialist to run it. Overly complicated.

If I could go back I would use Spiceworks again in a heart beat.

Theres a 1GB limit ? Database ?

Edit : Looked up... nope, not database, its SQLlite so 140TB in theory :D

XPD / Gavin

LinkTree

1 | 2