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I am looking for a ticketing system that will work for my current situation and I’m hoping spiceworks is what we need. I have 5 techs that all work at and from their homes. We do not currently have a storefront. I am looking for a way for all 5 techs to be able to manage customers and tickets on a central database (not on the same network). The functionality I would be looking for is

  • Multiple Techs all working from different locations

  • One database w/cus information and tickets

  • Tech facing web based access to tickets / customer list etc. (also a mobile app if possible)

  • Customer facing web based front end for entering and viewing the status of tickets (also a mobile app if possible)

  • Enter tickets via email

  • Time tracking for billable hours on jobs, and Reporting for payroll purposes

  • Generation of estimates, invoices, and other documents based on information in the ticket

From what I have read, it seems like spiceworks should be able to handle most of this (and for free at that!). I’m not so sure about remote access to the server, and would like some clarification on whether each tech would need to have their own install of spiceworks, or if it is possible to have remote access to one central install from multiple networks (VPN perhaps?)

Thanks in advance for anyone that takes the time to respond :slight_smile:

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All you would need is a internet facing web server. And spiceworks will do most of what you need. Throw in some plugins and you might get it all.

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Techs and Customers can access thru the web interfaces, no need for VPN.

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Spiceworks

  • Multiple Techs all working from different locations - check
    • One database w/cus information and tickets - check
    • Tech facing web based access to tickets / customer list etc. (also a mobile app if possible) - check
    • Customer facing web based front end for entering and viewing the status of tickets (also a mobile app if possible) - check
    • Enter tickets via email - check
    • Time tracking for billable hours on jobs - check , and Reporting for payroll purposes - not sure
    • Generation of estimates, invoices, and other documents based on information in the ticket - check
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Bob pretty much summed it up… it’s web based and therefore adheres to all the same rules and limitations as any website would. If it’s accessible “publicly” then it will do all of what you want from what I can tell… for the mobile part just have them use the full site via any browser.

In a similar situation I have an install of Spiceworks that is public facing and a tech in another city that uses it… he can log tickets, track hours, and even have anything for “Edmonton” automatically assigned to him, which would then send him an email notification…

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Awesome. Thanks for the quick replies. Sounds like a good fit. We’ll give it a shot! It seems like sw has a pretty active and helpful community.

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Two things that didn’t mention in my above post.

  • The software is free
  • The support is free

:slight_smile:

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