Is Replacing Our IT Ticketing System with WhatsApp a Terrible Idea?
Management wants our four-person IT team to replace the ticketing system with a shared WhatsApp Business group to support roughly 350 users across three offices. The current system…
ticketing systems
Is Replacing Our IT Ticketing System with WhatsApp Really a Terrible Idea?
My manager wants to cancel our ticketing system and route all internal IT requests through one shared WhatsApp Business group to reduce costs. We're a team of four…
Which RMM and Ticketing Platform Works Best for a Small Internal IT Team?
We're evaluating replacements for our current ticketing system and remote-access tool. Our internal IT team has roughly 3–6 people supporting about 300–400 endpoints, including approximately 75 Macs and…
How should I handle a supervisor who repeatedly escalates IT issues?
I support a department where a mid-level supervisor regularly reports technical problems by email instead of using the ticketing process. Her messages often include phrases like "not working…
How should I handle a supervisor who escalates every IT issue?
I support a department where a mid-level supervisor regularly emails me about IT problems using wording like "the application is down AGAIN" and copies managers and senior staff,…
What’s a Good Task and Ticketing Tool for a Solo IT Administrator?
I'm the only IT person at a 50-person company, so my work ranges from vendor management and software research to systems administration, helpdesk tasks, and even occasional physical…
What affordable ticketing system would work for a 300–500-person company?
Our company currently uses a very basic ticketing system for IT and maintenance, but we're growing and I'm concerned it won't scale well. We expect to have roughly…
How can we make sure Slack support requests become proper tickets?
Our organization relies heavily on Slack for IT support, but an audit showed that more than 90% of conversations where agents helped users never resulted in a ticket—over…
How can we bring order and tracking to a busy shared support inbox?
I work in an after-sales department for a machinery company. Our four-person team is split between spare parts and service, and we receive roughly 40 spare-parts emails and…
Thoughts on Setting Up a Monitoring Wall for Sysadmin and Network Oversight?
I'm considering implementing a monitoring wall for our Sysadmin and Network team to keep an eye on various metrics like online services (e.g., outages from Microsoft and other…
Thoughts on Setting Up a Monitoring Wall for IT Teams?
I'm considering creating a monitoring wall for our SysAdmin and Helpdesk teams. The main focus would be to track online services like Microsoft and other external app outages,…
What are some good free or cheap IT ticketing systems?
I'm managing IT for about 200 people as a one-person IT shop and it's starting to feel overwhelming using just email, texts, and phone calls to track issues.…
How do I manage IT support requests in Slack or Teams with 500+ employees?
I'm facing some challenges with managing IT support in Slack and Teams as our company grows to over 500 employees. Support requests are starting to slip through the…
What should I prioritize when rebuilding a weak IT infrastructure?
Hey everyone, I'm a Junior at a company that has really neglected its IT infrastructure over the years. Right now, we only have a basic firewall and a…
Recommendations for a Better Ticketing System
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…
What Are Some Good Alternatives to SolarWinds Web Help Desk Now That They're Going Subscription?
I just learned that SolarWinds is discontinuing perpetual licenses for their Web Help Desk starting August 1, 2025, and moving exclusively to a 3-year subscription model. As someone…