I'm a first-line IT support technician at an eight-person MSP in Belgium, and we're considering moving away from our current ticketing platform. It has become increasingly unreliable, with random logoffs, brief outages, and occasional outages lasting an hour or more. It also doesn't integrate very well with Microsoft products or support the automation we need.
Most of our customers are small and medium-sized businesses, along with many individual users and a few larger clients with more than 50 licenses. One customer splits their IT work between two providers and requires us to use Jira, which is inconvenient because we have to duplicate ticket information there and in our own system.
The migration isn't urgent, but we'd like a platform with strong Microsoft 365 integration and automation options. Customers should be able to submit tickets through a portal or by email, with incoming messages automatically converted into tickets. Since we receive emails from many different customer domains, we also need reliable multi-tenant email-to-ticket handling. What systems should we consider?
3 Answers
For a team your size, I’d focus less on brand names and compare multi-tenant support, email routing, Microsoft 365 integration, and automation in a trial. Ideally, each customer can have a separate email address or portal while your staff manage everything from one interface. Also test Power Automate or Graph-based workflows with real messages from several customer domains before migrating.
Freshdesk could be worth evaluating. It supports portal-based tickets and email-to-ticket workflows, and you can usually configure separate addresses or routing rules for different customers. Make sure its multi-tenant permissions and automation are sufficient for an MSP before committing.
GLPI is another option, especially if you’re open to self-hosting or want an open-source platform. It can handle ticket intake by email and offers asset and service-management features. The trade-off is that you may need to do more administration and integration work than with a fully managed SaaS product.
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