Hi everyone! Our team is currently on the lookout for a new helpdesk platform to replace our existing system. We've been using it for some time, but the costs and maintenance have started to add up. Our environment consists of roughly 1400 users and 80-90 helpdesk agents who handle around 100-150 tickets daily. We're considering several self-hosted and open-source options like GLPI, Zammad, and osTicket, but we're still in the early stages of evaluation. We'd really like to hear from anyone who's deployed these tools in a production environment. Specifically, we're interested in how these platforms scale with increased ticket volume, any experiences with migration from other systems, the reliability of AD/LDAP integration, and the long-term maintenance required. Thanks for sharing your insights!
4 Answers
With 80 helpdesk agents for 1400 users and that ticket volume, it does sound like you’re well-staffed! It’s interesting how perceptions of workload differ, though. I wish I had insight into your ticket types—is it a traditional helpdesk?
Right? It seems like everyone can reel in efficiencies this way now.
I remember someone mentioning Remedy recently, but I can’t recall if they had good experiences with it. Would be interesting to see if anyone else has feedback on that.
We faced a similar situation last year when our helpdesk costs skyrocketed. We heavily tested GLPI and Zammad. GLPI is robust, especially if you're okay with managing the plugins and system yourself. It's excellent for asset management, but be prepared for it to get tricky with integrations. Zammad has a nicer UI, but it needs more adjustments under higher ticket loads. One thing we overlooked was the ongoing maintenance—updates and plugin compatibility became a bigger headache than we'd anticipated. We even looked into newer tools like Siit, which offers a fresh take by focusing on internal requests and automation, instead of a full ITIL framework. It might fit your needs better in the long run!
I set up osTicket at home for managing some family tasks. Honestly, for an organization your size, I’d be surprised if it could handle everything you need effectively. I've also used Jira and Jira Service Desk—they’re really top-notch but can get pricey!
I hear you! osTicket seems great for smaller setups, but I just don’t know how it scales up.
Yeah, it's definitely not just IT services anymore. I've seen helpdesk teams branch out into HR, Finance, and more! There’s a lot of value in handling those requests through a ticketing system.