Service desk ticketing software

Hades · 10 Apr 2023 at 11:41

I am looking into service desk ticket software for small businesses. There are obviously the big hitters such as Service Now. But I want to look at tools for a much smaller company. If you have any experience with such tools I would be really interested to hear which tool you use, what you like or dislike about it and whether your company considered any alternatives.

Thank you.

Hades · 10 Apr 2023 at 12:29

Throrik said:
Do you just want ticketing, or do you want a more rounded ITSM tool as you mention Service Now which is obviously a behemoth.

I like Jira, but I know smaller places used to like things like Zendesk too. The current place uses a mix of Jira and Service Desk Plus. Plus some crazy home baked stuff that they're developing.

At this stage just ticketing. Yes at my current company we use a combination of JIRA and SN. I like both. But my question is to explore ideas for a small startup. So for now it would be just ticketing and a lower cost than either SN or JIRA.

Thank you for the reply.

Hades · 10 Apr 2023 at 12:30

d_brennen said:
Have used both Zendesk and Freshdesk, both very good for SME. Using the latter at work now as it's broadly comparable and much cheaper than Zendesk.

Thanks. I am aware of Zendesk but Freshdesk is a new name to me. So I will take a look. Thank you.

Hades · 10 Apr 2023 at 12:38

UberTiger said:
I used the free version of freshdesk a few years ago and it was decent then. Not tried it recently.

Network chuck just did a vid on deploying your own self hosted open source ticketing desk, which was interesting, but I doubt they're comparable to the entry level features of the larger companies. Still, I might be wrong and they may be perfectly good for basic ticketing if that's all you need!

Thanks. I'm definitely not averse to open source solutions. I have used a lot of other open source tools and while they sometimes lack the polish of commercial tools they can be really greate in some areas. I will have a watch.

Hades · 10 Apr 2023 at 13:16

Throrik said:
How big is the startup? Jira is free for up to 10 people.

Sub 10 people. Good point. Free JIRA could be an option. Thanks.

Hades · 11 Apr 2023 at 20:17

One again thanks for the suggestions.

Hades · 15 Apr 2023 at 00:48

Thank you.

Hades · 9 May 2023 at 18:06

MissChief said:
We've used RT https://bestpractical.com/request-tracker at work in the past and it's good. It just works, but is limited in more advanced features. We've recently transitioned to Salesforce and hate it with a passion. It's so...illogical in some of it's decisions. management love it as it's way more powerful in terms of reports and tracking staff and what they do. The users though? hate it. Every single one of us.

Thank you.