Hey folks! I'm tasked with finding a ticketing system for our future customers, along with a monitoring solution that can alert us if things go wrong. I've come across a few options but I'm not too experienced with ticketing systems, so I'd appreciate any advice on what to look for in these tools. Also, I'm considering whether it might be better to create a simple solution ourselves. I think with a basic GUI and a chat function to handle severity selection, we could whip something up in about a week. What do you all think?
5 Answers
Honestly, if you think you can whip up a solution in just a week, you're in for a rude awakening! Ticketing systems require a lot of intricate features like SLAs, escalation rules, and thorough maintenance. You'd be better off with services like Jira or Zoho Desk that come packed with these capabilities and more.
Exactly! Established platforms do all the heavy lifting, leaving you to focus on your core service.
I've worked on a ticketing system that involved many integrations, and while it was a great learning experience, I'd recommend using a general-purpose solution unless you have specific needs that require a custom approach. The development and maintenance overhead can easily outweigh the benefits.
Agreed! Why not leverage existing platforms? Many have APIs you can customize, which saves a lot of time.
So true! I think a strong foundation via a professional tool is a better investment in the long run.
Honestly, unless your business's main focus is building a ticketing system, I wouldn't recommend going down that route. It's generally better to use existing systems since developing and maintaining your own can be far more costly and time-consuming. Plus, you'll lose focus on what your core business actually is.
Definitely agree! If you don't have a unique offering in your ticketing system, it just doesn't make sense to build something from scratch.
Absolutely. Focus on your strengths and let established tools do the heavy lifting.
From my experience, building your own ticketing system rarely makes sense unless it's absolutely necessary. There are plenty of robust, proven off-the-shelf solutions that can save you tons of time and hassle. Creating another product just adds more maintenance on your plate.
Right? And if you ever need to scale, it's so much easier with an established platform than with something homemade.
Exactly! Plus, many open-source options can be customized. No need to reinvent the wheel.
If you really want to build something, maybe consider layering a simple UI over an existing solution to create a unique customer experience without the backend headaches. This way, you can still stand out without reinventing the wheel.
That's a smart approach! Building a unique interface is a great way to add value without starting from scratch.
For sure! It could also give you the flexibility to tweak things as you grow.
100% agree! Building it from scratch will likely lead to more headaches than it's worth.