I'm working in IT for a global retail company that recently changed ownership. The new owners want each market to manage its own operations, so we're separating our IT, business, and POS systems. We have a small team of just two, and while we're learning as we go, we want to establish a smooth operation. We're looking for a ticketing tool that will help us manage incidents and requests through a customer portal. It's important that the tool can support approvals from multiple teams or line managers, has a flat pricing model (not based on the number of agents), and integrates with Microsoft. We also want multiple channels for raising tickets, like email, chat, phone, and a customer portal. Any suggestions?
6 Answers
Have you looked into OTRS? It's open source and free for basic use, so you wouldn't have to worry about hefty subscription costs. My previous workplace used it, and it worked fine for our small IT team. Just keep in mind, you'll need someone who can manage the configurations to get the most out of it.
Desk365 is also a good fit for small businesses like yours. It’s designed with SMBs in mind and you might find it matches your requirements nicely.
osTicket is a solid pick if you need something simple but effective. It’s easy to implement and get started with without overwhelming features.
If you're open to hosting it yourself, you might explore some free options. Besides OTRS, there's also OSTicket, which is straightforward to set up. Spiceworks has a free IT ticketing tool as well, though it's quite basic. GLPI is another great choice for both ticketing and asset management if you're looking for something comprehensive.
You should definitely consider Zammad or GLPI. Both are feature-rich solutions that can cater to various needs. Zammad has a user-friendly interface, while GLPI offers asset management capabilities, which might be beneficial for your setup.
GLPI is a fantastic option since it’s free, open source, and includes asset management features. It's worth checking out since you seem to be looking for more than just ticketing.
Related Questions
Can't Load PhpMyadmin On After Server Update
Redirect www to non-www in Apache Conf
How To Check If Your SSL Cert Is SHA 1
Windows TrackPad Gestures