I'm trying to get insights on what helpdesk or ticketing software most small to mid-sized managed service providers are currently using. Some people in my network have been suggesting UniDesk, but I'm not completely sold on it yet. Are you currently using software like ConnectWise, Halo, Freshdesk, UniDesk, or something else? And more importantly, are you satisfied with your choice or just putting up with it?
5 Answers
After testing quite a few systems, we ended up with Snipe-IT integrated with Jira. It's working well for us; I'm hoping that having a good mix will keep things efficient.
My team switched to Zoho Desk recently, and honestly, it's been a game changer. It organizes tickets like an email chain instead of flooding the inbox with repeated responses, which just feels way more user-friendly. Plus, their portal is quite handy!
My previous MSP was using ConnectWise, but my current one utilizes ServiceNow. Both platforms have their advantages, but I find ServiceNow to be much more efficient when configured just right—if you have developers on hand to keep it running smoothly! Just a heads up, it can be pretty pricey.
We're currently using Cherwell but planning to migrate to ServiceNow next month. I've heard mixed reviews, but I think having a fresh start with something tailored will be good for us.
ConnectWise does its job, but I can't help feeling overwhelmed by how cluttered it is with features we never touch. We're also looking into switching to Ninja One for a simpler workflow.
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