2021-09-16T11:45:00Z

What is the best lightweight ticketing system with superior communication options for an educational organization?

Hi community members,

We need a lightweight ticketing system with superior communication/ticket submission options like chat/SMS/email (for ease of use by end-users).

Having a KB would be ideal and we don't need a ton of depth around SLAs, billing or CRM features. As we're an EDU/K12 organization, price is a factor as well.

Can you recommend a good product/solution that matches the mentioned requirements?

Thanks in advance!

RO
Coordinator of Information Technology at Mississippi Bend Area Education Agency
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6
PeerSpot user
6 Answers
DP
Vice President - Information Technology at The Wonderful Company
User
2022-01-05T15:51:08Z
Jan 5, 2022

You might want to take a look at Spiceworks. Not only is the helpdesk platform really good, the community behind it, is great. https://spiceworks.com.

Search for a product comparison in Help Desk Software
MK
IT Specialist Databases at Botswana Open University
Real User
Top 20
2021-09-23T05:54:20Z
Sep 23, 2021
MK
IT Specialist Databases at Botswana Open University
Real User
Top 20
Sep 23, 2021

@Evgeny Belenky It's free of charge open-source and works for us. 
It's very wonderful when interfaced with your email. Users can be assigned tasks straight from email and the support staff is notified of specific issues reported in their sections, without human intervention.

PeerSpot user
TA
Senior Manager at a tech services company with 51-200 employees
Real User
Top 20
2021-09-20T13:02:18Z
Sep 20, 2021

SysAid

EB
Director of Community at PeerSpot (formerly IT Central Station)
Community Manager
Sep 20, 2021

@reviewer1616298 can you please share why?

PeerSpot user
KG
ITSM & Project Management Consultant at a tech services company with 11-50 employees
Consultant
2021-09-19T22:22:07Z
Sep 19, 2021

You can have a look on it on the following link 




http://beta.servicedeskplusmsp...


KG
ITSM & Project Management Consultant at a tech services company with 11-50 employees
Consultant
2021-09-19T22:19:21Z
Sep 19, 2021

I would recommend ManageEngine ServiceDesk Plus 

EB
Director of Community at PeerSpot (formerly IT Central Station)
Community Manager
Sep 20, 2021

@Khaled Mostafa Gaafar can you please explain why?

PeerSpot user
EB
Director of Community at PeerSpot (formerly IT Central Station)
Community Manager
2021-09-19T10:06:25Z
Sep 19, 2021

Hi @Sam M Cohen, @Ignacio Torres, @Cheryl Sobkow and @José Rios


What would be your advice here?

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Related Questions
Rony_Sklar - PeerSpot reviewer
Community Manager at a tech services company with 51-200 employees
Aug 30, 2021
Hi peers,  Can you share with other users what your preferred choice is for help desk software and why? Did you compare it to other solutions?  Thanks!
2 out of 10 answers
it_user1379664 - PeerSpot reviewer
Technical Account Manager at On_Serve
Sep 3, 2020
At the Enterprise level Ivanti, mid-tier SysAid, or SAManage.
MA
Regional Manager at VDart
Nov 22, 2020
JIRA Due to its agility.
Rony_Sklar - PeerSpot reviewer
Community Manager at a tech services company with 51-200 employees
Aug 17, 2021
Which help desk software would you recommend for this purpose?
2 out of 7 answers
Jul 6, 2020
Greetings, first of all what makes a good ticket system? Responding to your doubts, for ticket management to work, there must be an internal user commitment, document all the required information, follow up and solve what is required as far as possible, on the contrary, with proper follow-up. However, I recommend GLPI TICKET, which can help you and with statistics. Here a video how it works has subtitles in Spanish but it is easy to configure. https://www.youtube.com/watch?v=1p2hn_pbXpk I recommend installing it in centos. I'm to order.
VT
Project Manager, Manager of ITSM Consulting Team at EPAM Systems
Jul 7, 2020
Setting up and running the IT help desk you most probably think about their ability to receive and route tickets in an efficient way. You need to address the following things: - How they get tickets (portal, calls, e-mail). Good solution would do it mostly automatically without involving help desk members into the process. Proper self-service would allow optimizing the number of tickets. - How they route tickets to higher levels of support. Again, in many cases it's possible to route tickets automatically so humans mostly focus on exceptional cases. - How they communicate with users and higher-level support, if it's convenient enough, if the communication is logged properly. - How smoothly Help Desk integrated with Incident Management and Request Fulfillment processes. - How Knowledge about resolved tickets is accumulated and shared. - How to measure Help Desk performance. To put it, in a nutshell, I'd recommend to look at ITSM Service Desk function holistically, as at the process (even though ITIL say it's a function) and consider typical people-processes-products-partners combination to ensure processes (SD and adjoining ones) are set accurately, properly automated and people are trained to follow them. Consider Help Desk outsourcing as major service providers have this capability in place and can provide Help Desk as an effective service already.
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