Hey everyone! My company is currently using Outlook for our ticketing needs (I know, right?), and it's really starting to show its limitations. We're looking to switch to a more efficient and organized system. Can anyone share their experiences with ticketing systems they've used? Ideally, I'm searching for something that is user-friendly, scalable, and simple to set up. We have about 500 to 600 users, and while our budget is negotiable, we're hoping to find a good balance between cost and functionality.
5 Answers
I've had a solid experience with Freshdesk for smaller teams. It's pretty user-friendly and inexpensive, plus they keep rolling out new features. We also use FreshService, which fits our needs quite well. Just to keep in mind, its inventory management features could use a bit more depth, but overall, it’s a breath of fresh air compared to other systems I've tried like Kace or ServiceNow.
I hear you on the inventory features. But if you compare to something like Cherwell, it’s considerably better!
If you want an easy roll-out, I’d recommend checking out Zendesk or Freshdesk. Both are intuitive and don’t require a ton of setup. I found Freshdesk to be cheaper for smaller teams though. For something even lighter, Spiceworks is free, and while it may not have all the bells and whistles, it gets the job done for internal IT.
Zendesk is awesome, but it can get pricey, so be careful there.
Freshdesk is really solid for what it costs. I've had a great experience with it so far.
We tried osTicket recently—not perfect, but it’s free and serves our purpose well enough. If you want a straight-up ticketing system without fancy features, give it a shot!
Yeah, osTicket is pretty solid for the price if you self-host it. Just remember to steer all support requests through it for it to work best!
Just a heads up, if you’re looking at ServiceNow, be very careful! It’s a powerful tool, but a lot of companies struggle to set it up properly. You kind of need a dedicated team to make the most of it, and honestly, it’s way too overkill for smaller setups.
Seriously, I feel your pain. We had a nightmare experience with it.
Totally agree! It's not suitable unless you have a larger setup.
Zammad is a great option if you're considering self-hosting. We’ve had it running for four years without any issues, and it’s fantastic at handling ticket management.
Same here! It’s been a game changer for our support team.
Another vote for Zammad! We switched to it too and have been super happy.
I've been running FreshService for a few years too and I love it! It's made managing tickets way easier for us. Definitely worth trying!