Experiences with GLPI as a Ticketing System?

In a previous job, I installed GLPI for about 660 users, handling around 10 tickets a day. The installation went smoothly, but setting up the ticketing system could be complicated, mostly due to some confusing documentation. I definitely recommend using LDAP for account management! Just a heads up, GLPI might be better suited if you speak French because the documentation was easier for me in that language.

We use the hosted version, and it's been pretty solid. We mostly rely on the Assets and Assistance modules, and are starting to develop a Knowledge Base for user FAQs. Initial setup takes some time, but once it's running smoothly, it does the job well.

We're currently using GLPI in our IT department supporting 350 users with 5 staff. It does a good job for us on tickets and inventory, especially with the glpi-agents automating asset tracking. For our setup, we're on Ubuntu 24.04 with Apache and MariaDB, using a VM with 2 CPUs, 8GB RAM, and 100GB storage. It's pretty effective for remote installs too, though I haven't used that feature much.

I've been using GLPI mainly for inventory, and I previously managed it for support in my last job, where we had about 50 customers. In my current setup, I work with just my assistant and we manage around 100 assets across 10 branches. We run GLPI on a KVM with 16GB RAM and 2 vCores, on Windows Server 2025 with MariaDB. It wasn't too hard to maintain, just a bit tricky to set up due to some custom requirements. Given your setup, I think GLPI can still handle your needs for a while, but just keep in mind you might need to clear out old data down the line since it runs on MariaDB. If you want a paid solution, I'd recommend Jira Service Management; it's solid but comes with a price tag of about $20 per agent per month.

Just curious, why do you need 100 agents for 100 tickets daily with 1,300 users? Sounds like a lot! I had a bad experience with GLPI; it seemed pretty complex, and I’d rather use a hosted solution. If your system goes down, dealing with that many tickets could be tricky. I think you might be better off paying for something that’ll work consistently.