Hi everyone! Our IT team is using a pretty basic help desk system right now, but as our company is expanding from 200 to 800 employees, it's starting to feel clunky. We're getting a lot of repetitive tickets, and keeping track of everything manually is becoming really difficult. I've been checking out some modern ITSM platforms, but it's challenging to determine which ones truly simplify the process instead of complicating it further. What systems are you using, and how do they manage ticket automation, integrate with Slack or Teams, and handle reporting? Are there any systems you regret switching to or wished you'd known more about before making the change? I really appreciate any insights or experiences you can share!
5 Answers
We faced a similar issue and found that moving to a modern ITSM with automation and Slack/Teams integration really helped streamline handling repetitive tickets. Something like Siit ITSM made it much easier to keep things visible and the workflow simple.
We use Zendesk, and it has its pros and cons. The integration with PagerDuty and Slack is seamless, making automation pretty straightforward. However, it can feel a little rigid at times, and the permission settings aren't as granular as I’d like. Just a heads up, it’s cloud-based only, as far as I know.
(Just a heads up, I work for Siit.) Our platform is designed to tackle the problems you mentioned, enabling you to manage the entire process efficiently while reducing repetitive requests with smart automation. If you want, I can connect you with someone from our team to discuss it further!
We're currently using Jira. It's a powerful tool with a lot of automation options, and it definitely helps manage the workload.
I used to rely on ServiceNow but found it overwhelming. I've also had success with Jira, but there are lighter cloud-based systems like HappyFox that do the job well for smaller teams.
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