At a previous company we were using Redmine as a ticketing package. It takes a lot of setup, but is pretty nifty once you get it going. The best part is the price…
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Listen to the Mark.
We use Jira. I hate it. It solves so many problems we don’t have.
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This reply was three story-points, wasn’t it?
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we used freshdesk at my previous company. another coworker wanted to try it out and i had no issues using it. categories, users, ease of updating and reporting were all great for our cases.
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We looked at FreshDesk, which is not bad at all. I was quite impressed by FreshService. While it cost more, it does solve other business problems and we could focus more time on ERP and the business instead of maintaining our in-house tooling.
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We also used OneDesk in a previous life. It has the most capabilities for the least amount of money for a paid service. ($12 USD/Month)
We use NinjaOne’s RMM software which includes a ticketing software with all the other tools.
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We use jira service management and I love it, and its free for a small number of users. Has an integrated knowledge base. Users can open and update tickets by sending an email. It’s great.
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Throwing my hat into the ring behind Freshservice. Works great and has alot of different options of tracking such as normal ticket tracking all the way to full projects with change approval. Also has teams integration and can link with GitHub if you want to get Spicy.
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I will add another vote for OneDesk. We are by no means fully utilizing this but I like that we can have tickets and also do full projects. For example, we could have a project to enhance our QA forms, with multiple steps and then link to a ticket. My only problem is the Gantt chart can not be easily snapshotted and placed into a powerpoint for a board slide. We have 4 users for all staff in IT and then can share the tasks (once you know the trick) to end users in the customer portal without buying any more licenses. Sadly, this does not include the Gantt view to allow senior managers to view all the work for their area.
I really like MS Planner and tried to use this for projects at the executive level. I adapted the Excel Gantt (if you hadn’t noticed, I like these) template to use the downloaded tasks. Planner now has a Gantt view but this is extra cost which kind of grates on me for people to just view progress in this way.
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I’ve tentatively settled on Zammad HelpDesk. I was able to get it installed and working with M365 to send/receive emails using an Application I set up in Azure (Entra ID), and it allows the users to sign in using their AD Credentials. So far, it seems to be fairly stable in my testing.
I am generating a ‘welcome’ email to send to a handful of people so they can log in an start testing things out.
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This struck a chord/nerve - it’s like you read our helpdesk. We (I) mix the two things also. I’m not knocking what we have - it’s better than just emails like others said. I totally agree, the help desk is not designed for long projects. But I do like having it in one place.
So this makes me really curious.
What is your ratio of help desk topics of “how do I do this” vs. “this is broken” vs. “I want a new report/dashboard/column” vs. “we need to change everything”? (I’m opening that question to everyone.) Just looking for a spitball here.
For me, my statistics (pulled from thin air) are:
- 1% - How do I do this?
- 9% - This is broken
- 60% - I want a new report/dashboard/column
- 30% - Big project
But I feel like it should be closer to:
- 35% - How do I do this?
- 35% - This is broken
- 25% - I want a new report/dashboard/column
- 10% - Big project
Typically “This is broken” is actually a “How do I do this” question but wrapped in an accusation and assumption that the user is right, naturally, and computers are all stupid. But that’ll never change, so I’m not stressing that.
Point is, I wish my users actually asked for advice the way we do here on the forum. I get the sense yours actually do.
Maybe I need to do more formalized scheduled training.
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In other words (or at least it is here frequently):
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The people on this forum are probably the top 1% of the Epicor users/admins. A majority of the people at insights (from my super unofficial non-scientific observations) don’t even know that this forum exists, which means they haven’t even tried to google their problems, because this forum almost always shows up when looking for epicor answers. And that’s the people that are actually going to insights, which is a very small percentage of actual users.
It’s sad that curiosity and desire to learn new things and skills is actually pretty rare.
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Preach.
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Truth…wish I had more time to learn…too much triage, not enough training.
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I wish I can tell you. I keep pushing to get to a functional ticket system. We don’t separate requests (tickets) from work (projects/tasks). We demoed a lot of the ones discussed here, but couldn’t make a decision and ended up with a SharePoint list. The only other person who has used one is now the IT manager, so I have hope.
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Like most organizations, we have extremely intelligent people who don’t have a framework to make good system suggestions. Moreover, I wish people would describe their business problem and let us work together to find a solution. It’s not unlike people taking their car to the shop and asking for an oil change without giving the mechanic any input. They’ll do it but it most likely isn’t the problem.
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We have two separate boards (did I mention I love jira), one is our support desk for user help and the other is our dev board for custom requests. I can move stuff to the dev board from the support desk. So that at least gives us a pretty great breakdown between those two categories, although we are lax about categorizing within the support cases themselves. So that said, this year so far we have closed 1,518 user support cases and 261 development requests. So I guess thats around 15% customizations and 85% support.
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Welcome to Fantasyland
Population: all of us
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