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  # 2286757 31-Jul-2019 17:58
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Lots of good suggestions so far, but it's hard to actually know unless you define your User Requirements more precisely.
In my experience, the killer criteria are "What does this ticket management system need to integrate with?" and "How much effort / kludge are you prepared to go to to make the integration happen?"

 

For example, is your ticket system going to drive employee timesheets -> payroll? Is it going to integrate with an inventory management system? How about configuration management, is the ticket system going to interact with the configuration of your [and/or your customers'] enterprise firewalls or more excitingly still your [and/or your customers'] ERP behemoth Change/Configuration Management System?
Where are tickets coming from - only input by trained operators? Can end-users generate tickets for themselves? Does your [and/or your customers'] SNMP trap engine automatically generate tickets? Your Building Management System?

 

 

 

As an Illustration, a couple of people have recommend ManageEngine, and it's a pretty good product, but it couldn't be used at a place I worked because it has no native integration with SAP, and since SAP was the finance and inventory and treasury and HR and payroll and engineering and ..., ManageEngine was out.

 

 


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  # 2286826 31-Jul-2019 20:14
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xpd:

 

Theres a 1GB limit ? Database ?

 

...

 

😣 It certainly chokes on importing too many AD objects, even if they are only user objects. 😖





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Ultimate Geek


  # 2286835 31-Jul-2019 20:29
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Zen desk

 

Haven't used anything else but seems to work.


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  # 2286842 31-Jul-2019 20:53
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Cherwell


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  # 2286900 1-Aug-2019 07:19
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ConnectWise is pretty cool. Their thing is the product is designed specifically for MSP's. So you have the full suite of products to manage your customer, sales through to thr final billing. Links with RMM systems, accounting systems etc.

Waaaaay more than a ticketing system.

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  # 2286902 1-Aug-2019 07:37
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We're using Freshservice for our Service desk & end user catalog (software & user provisioning etc). If all you're after is a ticket system with no additional features Freshworks (who made Freshservice) have a free product Freshdesk which works well for a place to just log and track tickets.

 

Have in the past used Cherwell (good but needs a dedicated team of devs to take advantage of its features), Axios Assyst (not bad but not great),Microsoft SCSM (Don't even bother looking at it), CA Service desk which was horrible (although that could be the horribly out of date version they ran) and BMC remedy which again was pretty bad.


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  # 2286916 1-Aug-2019 08:15
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PolicyGuy:

 

Lots of good suggestions so far, but it's hard to actually know unless you define your User Requirements more precisely.
In my experience, the killer criteria are "What does this ticket management system need to integrate with?" and "How much effort / kludge are you prepared to go to to make the integration happen?"

 

Yep, that's a very good point. We use an old (and now abandoned) open-source product called BugNet, but we have 12 years' worth of customisation added to it so that it talks to all our other systems. We have around 30 different business units using it and they all wanted different things, so that flexibility was extremely important.


 
 
 
 


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  # 2286928 1-Aug-2019 08:40
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We recently implemented Servicenow, its big and does lots of things, so its very important to define exactly what you want to be doing with it before you start. Otherwise scope-creep will kill you.


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  # 2287293 1-Aug-2019 16:54
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We hit a limit of some sort as we had to start deleting old tickets.

 

 

 

 

 

xpd:

 

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

 

 

 


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