Recommendations for an Internal IT Help Desk Ticketing System?
Asked by
TechWizard87
I'm looking for recommendations on a solid internal ticketing system for our law firm in North Carolina. We have 125 employees and a small IT team of four handling support tickets. We've been using an existing system for about 10 years, but its interface is outdated and the knowledge base is lacking. We want something that focuses solely on ticketing and has an AI component. Ideally, this AI should be able to search our existing knowledge base to provide users with solutions without needing our direct involvement. It would also be great if the AI could learn from ticket interactions to improve responses over time. We're currently paying $132 per year per agent, so we want to keep costs reasonable without paying for unnecessary features.
Answers
You might want to look at Zoho Desk, which is relatively inexpensive and also has a knowledge base feature. HESK and OS Ticket are free options, though they lack AI. Zoho does offer an AI/search component, but it might come at an additional cost. Give Zoho a first test run!
Reply to this answer
You should try Jitbit; I hear it's a fantastic system with solid support. Just curious, do they provide any AI features?
SeekingKnowledge88: Hey, do they actually have any AI tools?
Reply to this answer
Honestly, if you're contemplating spending a couple thousand a year on a ticketing system for 100+ employees, you might want to consider the bigger picture. A solid solution can significantly enhance your team's efficiency. But I understand you’re keen on not overpaying for features you won’t utilize!
UserConfusion99: To clarify, cost isn't the problem. We're open to spending more if it really boosts productivity. Just don’t want to pay for things we won’t use—like I tried a demo for Freshservice, it seemed they were pushing unnecessary features.
Reply to this answer
Freshdesk offers an AI agent that could be worth checking out. Just be mindful of potential seat minimums since we pay per seat over here.
Reply to this answer
Honestly, you might not find anything much better than OSTicket/Support System for AI unless you're ready to increase your budget. We use Bookstack for a Wiki/knowledge base alongside Support System and have had good experiences, but we don’t usually interact with end users through it, and we prefer to keep AI out of our responses.
Reply to this answer
Add your answer
Answers are reviewed before publication.
TechWizard87: Just a heads-up, Support System is kind of a hosted version of OS Ticket, so they are similar.