Hey fellow admins! I'm on the hunt for a solid internal IT ticketing system that includes asset management features. Our current setup isn't cutting it anymore, and I'm trying to ensure that the transition doesn't complicate things. Here's a bit more about our setup:
- We manage about 150 retail stores.
- The team consists of 5 sysadmins.
- Right now, we're using an M365 shared mailbox for all IT requests (I know, it's a bit of a mess).
**What I'm looking for:**
- The system needs to handle tickets through our existing shared mailbox, rather than individual tech emails.
- It should allow us to associate tickets with specific stores/locations.
- Asset management is crucial—tracking devices by store, assignments, and serial numbers.
- I'd like it to have reasonable overhead for our small team.
- I prefer a SaaS solution.
**Bonus features (would be nice to have):**
- Automation rules and reporting by store or issue type.
- It shouldn't require a full-time admin just for maintenance.
This is strictly for internal IT purposes—no external customers or SLAs needed. Thanks in advance for any suggestions!
3 Answers
Have you considered Halo ITSM? It could be a good fit for your needs.
What about Spiceworks? They offer both ticketing and asset management, but I'm not sure if their free offerings have changed recently since it's been a while since I used them.
For a team of your size and with multiple locations, I've heard good things about Freshservice and Jira Service Management. They both offer solid asset tracking and location-based ticketing.
If you're looking for something lighter that doesn't feel like a full-blown IT service management tool, I'd recommend checking out Siit. It typically handles converting shared inbox emails into tickets, manages store/location mapping, and tracks assets without needing a dedicated admin. Focus on email integration, location context, and asset tracking—a lot of the extra features can wait until your team expands.
Thanks for the suggestion! I'll take a look at Siit.
Spiceworks sounds interesting, but my Director prefers not to go with a free option since he needs SLAs.