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Hi can someone help me with best IT ticketing systems available.

Not looking for Opensource solutions at present we have OTRS in place

-Atul

3 Spice ups
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Have you tried Spiceworks?

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Define Best, everyones defn is prob difference

What doesnt OTRS do that you need a system to do for example

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What does “best” mean to you? What requirements do you have?

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Were going to need a bit more information to work with.

Does the system have to cope with an amount of tickets per day, are we expecting 10 tickets a day or 10k, how many users, techs or admins are required, what scale business are we talking about, since you mentioned no open source, what budget?

Any specific requirements the product must have, do you need queues, escalations, priorities, different directorates, sub-tickets, any SLA requirements.

Information helps

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Defining the best is hard to do. What works for me may not work for you. As Rod-IT mentioned, we’d need to know your requirements to suggest a possible fit. Only you can determine if it’s “the best” fit for your needs.

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Basic requirements I am looking for …
Average 150 tickets per dayDetailed reports - all possible reports
User friendly UI - for end users
Customization - customizable if needed
Support - Prompt technical support if needed

-Atul

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That’s a very small set of requirements and hardly does justice to yourself or others that would love to help you. Perhaps answer these questions:

  • How many techs will be using it?
  • Is it for a single customer or multiple customers?
  • Will it need to integrate with invoicing systems such as Quickbooks?
  • Will it need to integrate with an RMM solution?
  • Do you require a built-in inventory system or will it need to work with one?
  • Will it need to integrate with any particular email system you’re using (G or MS etc)
  • Will you need a mobile app for techs?
  • Do you require full 2-way email conversations that become part of the ticket?
  • Any further details that you have will help
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please find comments inline

How many techs will be using it?
Team of 10 IT technicians will be using it.

Is it for a single customer or multiple customers?
Single Cutomer

Will it need to integrate with invoicing systems such as Quickbooks?
Not required

Will it need to integrate with an RMM solution?
RMM ? not cleare to me ? should integrate with LDAP

Do you require a built-in inventory system or will it need to work with one?
Not required

Will it need to integrate with any particular email system you’re using (G or MS etc)
Postfix

Will you need a mobile app for techs?
Not required

Do you require full 2-way email conversations that become part of the ticket?
Yes

Any further details that you have will help