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i have ~ approximately 120 end users (this wil grow very fast) i was hired to bring in house as much IT related processes that the current MSP is doing. Most important is help desk ticketing system we do not have the traditional login to a domain setup here O365 is where all the collaboration happens, Teams is heavily used along with Sharepoint and obviously Outlook. Can anyone give me suggestions hopefully from actuall experience? if you want more info just ask…

thanks

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Freshdesk

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Duh! - Spiceworks Help Desk

That’s what I use because the price is right - Free

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Before giving any recommendations, do you have any requirements that this ticketing systems needs to have in order for you to consider it? It would be a shame if the forum recommends things that will not deliver what your organization needs.

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We switched from Spiceworks to an open source implementation with Dynamics 365; it’s fully integrated with our systems, has a robust and secure mobile app, and is tied directly into Exchange online. Cost is licensing for Dynamics 365, per IT agent.

We would have stayed with Spiceworks, but it wasn’t reliable, flexible, or secure enough for our needs, even for just 10 tickets per day.

Edit: For those interested, here’s the Github for the Open Source implementation we’re using:

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freshdesk supports azure AD sso.

Spiceworks cloud Spiceworks Help Desk

or manage engine ServiceDesk Plus Cloud vs On-Premises: Feature differences

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@BuckyIT — good question. this might soud sillly but it just needs to be easily accessed if it can be integrated with O365 may through Teams or Outlook i think Mr COO would be pleased since it is basically our domain it is the one place we all spend our time in. i hope that helps

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Freshdesk has Offie365 Intergrations for things like Outlook , Teams , etc. With any system you investigate, best approach is to see if they have a free trial and vet it to make sure it does what you want before connecting it to your Office365 tenant. After it demonstrates the base features you want, you can test Office365 integrations to make sure its access requirements are not to invasive. Just my 2 cents.

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I use SolarWinds Service Desk which also integrates through Azure/O365 for SSO. I believe it is fairly costly, but it does everything we need it to. It’s also nice because it has a user portal which users can log into to submit tickets and check on their ticket status. Of course, they can always submit a ticket through email too. Another nice feature of the user portal is the ability to publish knowledgebase articles (how to change your password, how to add a printer, etc.) that your users can access without needing to submit a ticket.

It also has some neat “intelligence” where it can suggest certain categories or solutions for certain tickets based off keywords or the ticket requestor. Honestly, it might be way more than you need (pricewise too), if you’re just looking for a simple ticketing solution, but it does everything we need it to.

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I use the Spiceworks Cloud Helpdesk and I have been very pleased with it. Good functionality for what I do. It is also within our budget being that it is free. If you want one with all of the bells and whistles, Freshdesk would be a good choice.

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Welcome to Spiceworks and its community, a community of IT professionals for IT professionals with a focus on SME. And please don’t forget to read the recommendations of our field guides, especially those on getting started and on pos(t)ing good questions, including the helpful references found at the bottom of its web page.

  • So are you looking for a public cloud solution of a private cloud solution?
    Spiceworks offers its public cloud solution Spiceworks Cloud Help Desk (CHD). Spiceworks also has an in-house solution Spiceworks Help Desk Server (HDS) which you may run in a VM or native on (Ubuntu) Linux. HDS is a port of the code base of CHD for in-house. While active development of CHD continues, the one for HDS is currently suspended unto end of last year. Review of its support options is still going on. That’s why I don’t know when and how active development of HDS may resume. We expect further news this Spring.
    Both solutions offer integration with Email. Outlook as of Office365 is just one such option.
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You might want to take a look at the Zoho Desk solution.

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thank you everyone for taking the time to answer my question. i definitely think i am on the right track and your replies reassured me… thank you all

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I can strongly recommend FreshDesk/FreshService.