Which ticketing system do you use?

[Kerwin]

I'm looking at the available options and I'm curious what you use to handle support and sales requests via email? osTicket looks OK but I don't mind spending money if it makes a big improvement in terms of features. It'll just be me on my own so I won't need to pay for additional agents.

If it can also integrate with VoIP that would be something I would be interested in.

 

[Ozzy]

I can give some input on three that I've used at various stages; none of these I have used with any VoIP tools though.

Zendesk is the go to, very polished and has knowledge base built in and chat. Very good for separating out teams, it just works. Good for just email support from my experience, probably the best.

UserVoice; as above but also allows your customers to vote on feature requests so you can measure demand. I do quite like this feature but when researching this we ended up going for....

Jira; this is what we use now but we had to sacrifice some of the good ticket features of Zendesk (like the ability of if a customer emails you direct forward the email to Zendesk and it strips out the rubbish and creates a support ticket from your customer quick and easy). However the plus side is that we can link tickets to sprints and backlogs, development projects and so on where Jira forms part of our overall development cycle. Also has some cool online features for forms, data capture, etc.

 

[AlanJ1]

Zendesk is the go to, very polished and has knowledge base built in and chat. Very good for separating out teams, it just works. Good for just email support from my experience, probably the best.

We use Zendesk, issue I have is pricing, they are moving towards marketplace add-ons (and some don't work) rather than develop themselves. IE if you want FB or eBay messages as a ticket, that's an extra X per month through a third party where it doesn't work half the time!

 

[Ozzy]

they are moving towards marketplace add-ons

We left Zendesk must be 5-6 years ago so probably before they reached that stage. We wanted to consolidate from disconnected systems into one, and as a dev company plugging into Jira that we use for all our workflows just made sense to us.

 

[Kerwin]

Thank you all. That is very useful information.

 

[peterrepair]

Been using Freshdesk, no complaints.

 

[Paul Kelly ICHYB]

Whilst I find OSTicket good, for a specific tasks, I found Vision Helpdesk an excellent product.

 

[japancool]

HaloPSA, but it's not simply a ticketing system and it's overkill if that's what you're after.

 

[webhostuk]

We are utilizing Visionhelpdesk.com, a helpdesk platform packed with features and extensive customization options when needed. They also provide service desk and live chat as optional add-ons. A standout feature is its multi-company satellite helpdesk capability.

I'm looking at the available options and I'm curious what you use to handle support and sales requests via email? osTicket looks OK but I don't mind spending money if it makes a big improvement in terms of features. It'll just be me on my own so I won't need to pay for additional agents.

If it can also integrate with VoIP that would be something I would be interested in.

 

[NaN]

I just tried using YouTrack as an alternative to Jira. It seems to have a very intuitive UI, however the website itself feels slow. Everything takes longer to load than in Jira.

On the service side, it has a generous free-tier, which is why I signed up in the first place. You can also pick between different board type: support, kanban, etc

 

[Deleted member 356896]

Whilst I find OSTicket good, for a specific tasks, I found Vision Helpdesk an excellent product.

I’m considering OSTicket but looks like you need to host yourself. Any advice on how to go about hosting this appreciated. Do you host in the cloud or do this on a physical server.

 

[fisicx]

Do you host in the cloud or do this on a physical the server.

In many case they are both the same.

 

[Deleted member 356896]

In many case they are both the same.

Thanks. Any recommendations on a provider to host this?

 

[fisicx]

Thanks. Any recommendations on a provider to host this?

If you have a website you have hosting. Just install it on the same server.

 

[Deleted member 356896]

If you have a website you have hosting. Just install it on the same server.

I use Wix for my website at the moment. Would that allow this to be installed?

 

[fisicx]

I use Wix for my website at the moment. Would that allow this to be installed?

No.

But you can get hosting for a few pounds each month.

Or pay osticket to host it for you.

 

[Deleted member 356896]

No.

But you can get hosting for a few pounds each month.

Or pay osticket to host it for you.

Thanks. Can you recommend a provider to host it.

 

[Deleted member 360015]

I'm looking at the available options and I'm curious what you use to handle support and sales requests via email? osTicket looks OK but I don't mind spending money if it makes a big improvement in terms of features. It'll just be me on my own so I won't need to pay for additional agents.

If it can also integrate with VoIP that would be something I would be interested in.

I’m pretty happy with Freshdesk (freshworks.com). It also has a free version, so you can kick their tyres.

 

[macScot]

I'm looking at the available options and I'm curious what you use to handle support and sales requests via email? osTicket looks OK but I don't mind spending money if it makes a big improvement in terms of features. It'll just be me on my own so I won't need to pay for additional agents.

If it can also integrate with VoIP that would be something I would be interested in.

The last company I worked for had created their own ticketing system that imported emails as tickets and allowed emailing out, however since starting our own small business we did not have enough time to set up OSTicket which we had intended to use, but instead we use gmail for email cases and google sheets for tracking phone cases and have found this to be adequate for our use case.

 

[ITcontinuITy]

Hi,

Having worked in various roles in the IT industry, from 1st Line Support to Infrastructure Tech Lead, I have gained extensive experience within different service desk platforms. I have also designed and implemented service desks for a range of organisations, from startups to large enterprises.

My advice would be to first define what you want to achieve with a service desk. There are many options available, each offering different features out of the box and varying levels of customisation to fit your organisation’s needs.

From my experience, ManageEngine ServiceDesk Plus has been a popular choice for many organisations due to its cost effectiveness and ability to significantly reduce IT workload.

If you have any questions or need guidance, I would be happy to help.

Aaron

 

[stephenrodgers]

I started with osTicket too but quickly outgrew its limitations. I now use a modular setup with Jira for dev tasks and Phonexa to handle sales/support flows—especially useful for linking email tickets with VoIP interactions. It’s lightweight enough for solo work but scales when needed. Integration flexibility was key for me more than any single “perfect” tool.

 

[ThatDevAaron]

• freshdesk
• open source tech such as OsTicket (free to use)

 

[LPB 123]

We also use Freshdesk and would recommend it.

We use Zendesk, issue I have is pricing, they are moving towards marketplace add-ons (and some don't work) rather than develop themselves. IE if you want FB or eBay messages as a ticket, that's an extra X per month through a third party where it doesn't work half the time!

Do any of the Ticketing software sync well with eBay messages though? They all seem to only offer through third party and all have their issues.

 

[Zammo]

ZohoDesk integrated with an Omnichannel communications tool for multi-channel customer communications and CRM integration.

 

[fisicx]

I’ve upgraded from post-its stuck on the monitor frame to a whiteboard. And I’ve got 3 different coloured pens!