Hey everyone! I work in a company with around 4000 employees, and my new boss is pretty dissatisfied with our current ticketing system, OTOBO/OTRS. I'm tasked with finding alternatives, and I have experience with both GLPI as an admin and Jira as a user. From what I remember, I found Jira very user-friendly, which is something we're aiming for. It's important that we have an on-premise solution. I'm looking for your recommendations on ticketing systems you've loved using—what have your experiences been? I'd appreciate any advice as I dive into my research! Thanks! By the way, our IT team has about 75 members divided into 5 sub-teams, and there might be other departments interested in using the system too.
5 Answers
You might want to try GLPI again. It keeps improving and meets your requirement for being self-hosted. It's been working well for us, even though some updates have been a bit rocky.
Take a look at Freshservice, but make sure to configure it properly! A lot of complaints about it stem from setup issues rather than the software itself.
Jira has shifted to cloud-only, and maintaining it can be a hassle. I recommend you consider GLPI or even ITOP; I've been using it for years, and it’s worked well for us!
Zammad is a solid option! It's pretty intuitive and designed for ease of use, making it a great fit for both IT and non-IT folks. Definitely worth checking out!
Desk365 could be worth your while. I've heard good things about its usability and features for ticket management.
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