Our company currently uses a very basic ticketing system for IT and maintenance, but we're growing and I'm concerned it won't scale well. We expect to have roughly 300–500 end users and currently have three technicians, possibly growing to four or five. We don't need an elaborate AI platform or strict ITIL processes right now, but we would like reliable ticketing, email intake, assignments, reporting, and possibly asset management. What affordable systems would you recommend, either self-hosted or cloud-based?
5 Answers
For a free or low-cost self-hosted option, I’d compare GLPI, Request Tracker, and osTicket. GLPI is especially useful if you want asset management and broader ITSM features, while Request Tracker is dependable and flexible without requiring a large budget. osTicket is simpler and works well when you mainly need an internal ticket queue and knowledge base.
Make sure you clarify whether the 300–500 figure means requesters or support agents. Most systems charge based on agents, not end users, so the cost may be much lower than you expect. Ask vendors to quote using your actual technician count and recent ticket volume, and check how easy it is to export or back up your data before choosing a platform.
If maintenance means work orders, equipment history, parts, or preventive maintenance—not just another request queue—you may need a CMMS or a broader ITSM platform instead of a basic help desk. For ordinary IT requests, something like Spiceworks, FreeScout, or a Microsoft 365 workflow can be inexpensive, but those options may become limiting as your processes and reporting needs mature.
Zammad is worth a serious look. It’s open source, can be self-hosted for free, and has a much more complete feature set than many basic help desks. It should be comfortable for an organization of this size, although you’ll want to verify that its email workflow supports everything you need before committing.
If you prefer a hosted product, Freshservice, ManageEngine ServiceDesk Plus, Desk365, and JitBit are all reasonable candidates. Freshservice has a polished interface and strong ITSM features, while ManageEngine is usually cost-effective and can expand into asset management, patching, and directory integrations. JitBit is also worth checking if you want straightforward pricing and support for multiple departments.
We use JitBit for around 500 users and several departments, and it has been reliable for years. Pricing is based largely on agents rather than every employee, so your three to five technicians may matter more than the total user count.
We run a self-hosted GLPI installation and have been happy with it. It’s free at the core and gives you room to add inventory, workflows, and other ITSM capabilities as the company grows.