Our company currently uses a very basic ticketing system for IT and maintenance requests. As we grow, I'm concerned it won't scale well enough. We have roughly 300–500 employees and currently expect around 3–5 technicians or agents. We don't need an overly complex platform or AI features, but we'd like reliable ticket intake, assignment, email notifications, a self-service portal, and possibly asset or knowledge-base features. What affordable systems—cloud-hosted or self-hosted—would you recommend?
3 Answers
Take a look at GLPI. It’s open source, self-hosted, and combines help desk functionality with asset and inventory management. It’s a particularly good fit if you expect maintenance requests and equipment history to become important later. The interface and configuration take some time to learn, but it offers a lot without recurring license costs.
JitBit is worth evaluating for a medium-sized company that wants something straightforward. It can be hosted on-premises, supports multiple departments, includes asset management and an API, and is often priced reasonably for a small technician team. Several organizations use it across IT, HR, facilities, and other internal service teams.
For a paid product, Freshservice is easy to configure and has a polished user experience, especially for ITIL-style workflows, onboarding, assets, and knowledge bases. It’s commonly priced by technician rather than by every employee, so your expected 3–5 agents matter more than the total number of users. Make sure you review current pricing and contract terms, since licensing policies have changed over time.
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