Hey everyone! I'm curious if anyone has experience using the open-source GLPI as a ticketing system. I'd love to hear your insights on a few points:
- How long have you been using it?
- How many users do you manage?
- On average, how many tickets do you handle daily?
- How many assets do you keep track of?
Also, could you share some details like your system resources, operating system, and database setup? How challenging has it been to maintain GLPI in your experience?
Finally, if any of you have suggestions for an environment with approximately 1,300 users, 100 agents, and about 100 tickets a day, that would be super helpful. Thanks in advance!
5 Answers
In my previous job, I had GLPI installed for both inventory and ticketing. We had about 660 people, and it was smooth for setup, although the ticketing part was a bit tricky due to some confusing documentation. We used LDAP for account management and MariaDB for the database. Overall, I had a good experience handling around 10 tickets a day. Just a heads-up: GLPI is French, so if you're not fluent, the documentation might be challenging at times.
Just a quick thought—why do you need 100 agents and 100 tickets daily for only 1,300 users? That seems high unless it's for public service. We have 1,500 users and see about 15 tickets daily. I tested GLPI and found it to be pretty complicated, and I opted for a hosted solution instead. I doubt GLPI will work well for such a high-volume environment; a reliable paid solution might save you more headaches.
We actually have a lot of site departments, about 20 locations, each needing their own supervision with agent accounts. It's a bit convoluted but that's how management set it up.
The latest version of GLPI has improved the user experience a lot. For my organization, it's been really effective!
We're using GLPI at my workplace with about 350 users and 5 IT staff. It works fine for our ticketing system and is quite decent for inventory; we automate the data gathering on computers with the GLPI agents, while other things like printers are added manually. Our setup is hosted on Ubuntu 24.04 with Apache and MariaDB, running on a VM with 2 CPUs and 8GB RAM. Overall, it serves our needs well!
Really appreciate the info. That helps a lot, thanks!
We use the hosted version of GLPI, and it really works great for us. We're mostly using the Assets and Assistance modules, along with a Knowledge Base for FAQs. It can be complicated to set up at first, but once it's running smoothly, it serves our needs well.
I've been using GLPI mainly for inventory, but I previously handled support with it at a past job with around 50 customers. In my current setup, just my assistant and I use it for our equipment across 10 locations, managing about 100 assets. It runs on a KVM with 16GB RAM and 2 vCores, using Windows Server 2025 with IIS. For the database, I'm using MariaDB, which isn't my favorite, but it gets the job done. Maintenance isn't too hard, just a little tricky to set up because of custom ISAPI for PHP. For your needs, GLPI should suffice, but keep in mind that purging old data might be necessary after many years. If you're looking for a paid option, consider Atlassian's Jira Service Management; it's great, but comes at a cost.
That's really helpful and good to know. Thanks for sharing your experience!
Thanks for the insights! I really appreciate your input.