Ticketing Software

[rusty369]

Hi
Looking for a ticketing software system but really struggling with so many systems out there, some that don’t have all the features and some that are super expensive

Features required
1. Integration with office 365 as that’s our current system
2. Ability to set SLA so it flags when we are not compliant
3. A simple green, amber, red system based on time
4. Auto assign to agent based on rules (ideally email address)
5. A nice UI so staff will actually use it
6. Knowledge Base / Email Templates would be good
7. Reasonably priced - between £10-£25 per agent (sales force/hub spot work out way too expensive)

 

[Nico Albrecht]

Zoho desk does all of that

 

[webjaved]

We use Freshdesk at work - take a look at that and see if it'll do what you need it to.

Then we've used Zapier to send alerts into Slack whenever a ticket is opened. You can set SLA's.

 

[Paul Kelly ICHYB]

I think OSTicket can do most of that, but you need to elaborate on 'Integration with office 365 as that’s our current system'.

'A nice UI so staff will actually use it'
Whilst this is always helpful, don't base decisions on what the staff might like - base it on what your business needs.

 

[Ozzy]

If you can sacrifice item 5 on your list, we use Jira but that does more than just tickets. It's a full project management and documentation system, we use it across the whole business. It does have O365 integration from what I can see, but we haven't used that beyond Teams notifications (which we do use) so I can't comment on how integrated it is.

 

[forevergroup]

Was impressed with the ticketing functionality of Freshservice before we outgrew its capabilities in some industry-specific areas. Great for support tickets though.

 

[Paul Kelly ICHYB]

BTW, when mentioning ticketing, best to be a little more specific - i.e. not event tickets!

 

[webhostuk]

We have been using Vision Helpdesk for more than 10 years now, if you are still searching you can check them. Matured product with good feature and team is helpful for any kind of customization required. you also get Cloud as well as download version if required.

 

[Paul Kelly ICHYB]

I looked at Vision a couple years ago and it was a very highly specified and versatile product.

 

[webhostuk]

Yes .. its a good product , secured and regularly updated.. recently they have introduced Livechat software as well.

 

[japancool]

We use Halo PSA. I think that does everything you specified.

Very fast as well.

 

[matty.beds]

Hi, have you looked into microsoft forms and power automate, you could make an effective solution this way.

 

[japancool]

Hi, have you looked into microsoft forms and power automate, you could make an effective solution this way.

If you did that, you'd be effectively building the system from scratch. Why reinvent the wheel?

 

[Russ Michaels]

I have used so many ticket systems over the years, and they all so expensive with their per-user pricing.
Then a couple of years ago I found supportpal.com.
It is self hosted, so it's a flat monthly fee, not per user, so very affordable.
the other great thing is that it can be integrated with WHMCS and replace its built-in ticket system, which is very basic.