Hey everyone! My boss asked me to find a free ticketing system to handle IT support tickets. We're looking for something that automatically generates tickets when someone sends an email to our support address. Ideally, the client should get an email with their ticket number right away. Additionally, when a ticket is assigned to someone, my boss should receive an email notification. Once a ticket is resolved, both the client and my boss should get a closure email. Also, if our Level 1 support can't resolve an issue and needs to escalate it to Level 2, there should be an option to add notes on what was tried, with my boss notified about the escalation. If anyone has experience with any free ticketing systems that meet these needs, please share!
4 Answers
There are a lot of options out there! Have you tried looking into Request Tracker? I've used it for over 10 years. It's great, but the setup can be tricky and not all users love it. You could also check out ManageEngine ServiceDesk Plus; it’s free for two admins and easy to set up. If you like it, you can always upgrade later for more features.
We just started using Zammad, and we really like it. It has a lot of good features for what we need.
You might want to look into Zoho Desk or HESK. Both have solid reputations in the industry. Also, OSTicket has been a popular choice for many users.
I recently implemented GLPI at my workplace, mainly for asset management, but the helpdesk feature is excellent too. You might find it worth checking out, especially since there's a free plugin for ticket escalation. It runs smoothly on a VPS with minimal resource use, which is always a plus!
GLPI really is underrated for how much it can do.