Our IT team has been overwhelmed with incoming requests and support tickets, so we're considering switching to a more efficient IT ticketing system. Ideally, we'd love something that can automate some tasks, track assets, and integrate with tools like Slack. I'm curious if anyone has experience with systems like Jira Service Management, FreshService, Siit, or GLPI, and would appreciate any recommendations or tips on what worked well for you.
5 Answers
It depends on your budget and the amount of effort you want to invest in setup. My first experience was with Spiceworks, which was free (with ads) and user-friendly. I later switched to Remedy—too costly for what we needed. Currently, I'm piloting Incident IQ; it's still rolling out, so I can't say much yet.
I really like Lansweeper for ticketing and asset tracking. Generating reports is a breeze with it!
We found Freshservice and Jira a bit complex and pricey for our needs. Instead, we went with Desk365 because it’s easy to set up and integrates well with MS Teams. It has helped us streamline our workflow significantly!
Have you checked out Zammad? It's a free, self-hosted solution that's easy to configure and use.
I've been using ManageEngine Service Desk Plus for quite a while now. It’s definitely a good choice—highly configurable and reasonably priced, plus it's free for up to 5 technicians, which is great for smaller teams.
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