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Hi all,

Hope you are enjoying the summer.

I am supporting a couple of businesses and we have plans to support more in coming months. I’ve decided that managing support requests in email is not the way forward and I want to setup a ticketing system.

I’ve seen the spiceworks help desk tool which looks great but I don’t think it will accommodate us managing multiple different customers? It seems like an internal help desk tool.

Have any of you come across a decent free or cheap ticketing or service desk system? I’ve found osticket on google which is open source and I can install on a UNIX box…

Any feedback would be much appreciated

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If you wanted to use spiceworks for your support request, just have your clients email support@company.com instead of emailing you. Their email will open a ticket which you can then assign to whoever needs it, and when there are updates on the ticket, it will email the person who opened the ticket the updates. I haven’t really used any more robust tools, only needed to support internal clients, but I think Spiceworks might be able to do what you want.

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Hi there!

Spiceworks is a great ideo for Setting up a Ticketing System. You can set your customers, your Offices, external Mailing a.s.o. It’s easy and fast to set up and great for internal or external centralized communication.

OSticket is ok. It Comes with a base of functions, easy to install and Setup. If it Comes to reporting and finances osticket is not the best Option. You can’t even tell how much time you have taken for any ticket.

OTRS is realy nice but there is nothing that works out of the box. We call it “a magical System”. You can allways find some unknown stuff. OTRS takes a Long time to configure it as you want it to be configured because of its many functions.

I recommend you spiceworks. It’s Windows based but more or less a combination of osticket and otrs.

1 Spice up
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I’d give Spiceworks a good look again. It’s a good contender for a free product. Cloud-based to boot.

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I implemented Spiceworks Helpdesk and monitoring at my previous company. Very simple to do and did the job. Had experience with Connectwise, ICCM and currently working with Freshservice, best of the bunch but I suppose cost might come in to play here if you only have a couple of clients. Stick with Spiceworks for now and maybe start with other products when you get a larger client base. Good luck.