1

I know, I know, I should be using spiceworks… unfortunately it doesn’t meet our regulatory requirements.

We have been using an in house built system for some time and its starting to show its age and we are looking for a replacement. We tried to make JIRA work but its like getting a new Ferrari that’s missing the steering wheel and front seat. Works well for change management but is absolutely terrible for helpdesk support ticketing.

What we need is change management that can tie into support tickets. Our dev team needs to be able to track their changes as well and everything will have to be mapped through an approval process.

I also need to be able to receive email requests and have them turned into tickets preferably without users having to create a user ID. I need to be able to use email communication through the software to work with end users.

I also would like to host this in house so I don’t want a hosted solution.

I’ve dug around a lot on the internet but keep coming up empty handed.

3 Spice ups
2

Personal Experience was ManagenEngine ServiceDesk Plus

We don’t use it anymore as our parent company uses Jira and Track-IT but it was very good at having an all-in-one solution. However I found it tried to hard to cover all aspects of IT service and we used over the years before they added on all the features so it became unwieldy but I reckon if you started from scratch it could be quite good.

3 Spice ups
3

I saw this and thought it looked ok but when I read reviews I heard their sales team was brutal. So I backed off.

4

Never had to deal with their sales team, used a reseller.

1 Spice up
5

Looks like they have a free demo i may download it and install and see how it goes