I'm the only helpdesk, IT, and Microsoft 365 administrator at a company of around 80 people. We have a hybrid workforce spread across the UK, and while someone else handles the servers, I manage the day-to-day support, RMM, security, and 365 administration.
Right now, requests arrive through emails, Teams messages, and even Post-it notes, which is becoming difficult to manage. I'm looking for a very simple, inexpensive or free, preferably cloud-based ticketing system that I can run on my own.
The most important feature is the ability to create forms or templates. For example, department managers should be able to submit an onboarding request containing the new employee's details, required Microsoft 365 permissions, groups, shared mailboxes, and other access requirements. The system should also handle ordinary issues such as SharePoint sync problems, Salesforce access, and replacement batteries.
I'll be the only person responding to tickets, so I don't need a complicated enterprise platform. What would you recommend?
4 Answers
If you can use a hosted service, Jitbit is designed to be simple and supports ticket templates. It may be worth comparing its pricing with the time you’re currently losing to scattered emails and Teams messages. Self-hosted options such as Zammad or GLPI can also provide forms and asset management, but they require hosting and maintenance, so they probably aren’t the best starting point if you don’t already manage that infrastructure.
Jira’s free plan is worth considering if you’re comfortable spending some time setting it up. You can create request types and onboarding templates tailored to your own process. It may feel more complex than you need at first, so keep the initial workflow very small: new request, waiting for information, in progress, and completed.
A shared support mailbox in Exchange Online can be a good first step. Create something like support@yourcompany, organize incoming requests with folders or categories, and use Outlook templates for common issues. For onboarding, you can send managers a standard form or template to complete and reply with it by email.
It won’t provide all the automation and reporting of a proper ticketing platform, but it’s easy to deploy and gives you one place to collect requests. Set a clear rule that support work starts only after the request has been sent to the support mailbox, rather than handling undocumented requests in Teams.
Freshservice is a strong match because its service catalog lets you create structured request forms, including employee onboarding. Managers can submit the required information up front instead of sending vague chat messages. Check the current pricing carefully, though, because free access may be limited to a trial or specific conditions rather than being permanently available.
Related Questions
Can't Load PhpMyadmin On After Server Update
Redirect www to non-www in Apache Conf
How To Check If Your SSL Cert Is SHA 1
Windows TrackPad Gestures