Ticketing System

[Bugzi]

Hello,

 

Apologise if this is not the correct forum to post in.

 

We currently use Jira Service Management (Self-hosted) which is also used by other departments.

I was wondering if anyone had any experience with it and if they are switching to their cloud edition or data centre edition.

 

I believe the self hosted edition will run out of support in Feb 2024 and from this Feb they will no longer off renewals.

 

We have a small handful of plugins within Jira as we grab data from our local SQL servers to inject into Jira.

 

What other systems are out there that is used in education that people can share their thoughts on please?

 

Many thanks

[sister_annex]

No experience with JIRA however, we use this across multiple departments and it works really well and is relatively cheap: https://www.supportpal.com/

 

If you're a small team there are options out there for helpdesks with free use up to a certain amount of Techies

[neonetman]

We use GLPI for our support system, however we have scripted a PHP front end along with wall screens to make the experience more user friendly

[msi_school]

We use self hosted SupportPal for a number of departments, we have found it easy to use for all users and it is cheap however, I did feel a little cheated with the set up we purchased.

 

There is some config required for SSL, email config, custom reports etc and I thought for the reasonable price of £100 I would let someone who does this every day rather than use my rather modest Linux skills. Unfortunately this does not cover the configuration so I got to flex my Linux skills in the end nothing was too difficult but this is the difficult part of the set up.

[Oaktech]

We use OSTicket trust wide and it has all the features we need, and none we don't.

[IrritableTech]

We use self hosted SupportPal for a number of departments, we have found it easy to use for all users and it is cheap however, I did feel a little cheated with the set up we purchased.

 

We setup SupportPal a couple of months ago. We’ve two brands and currently four departments set up. The helpdesk is really good and we’re all enjoying the features it has.

 

We’re running it on IIS and although not a fully supported configuration it works great. SSL using lets encrypt and although we’ve had a couple of issues we’ve been able to iron them out with a few tips from SupportPal support.

 

I’m a big fan of the ticket macros allowing us to automate some tasks and the api is great to raise tickets from other systems.

 

I know what you mean by feeling a bit cheated with the licensing. Their prices are clearly set out, but for example after the trial we were having issues that the licensing server was upset if our IP changed. An issue around the cluster of proxies we use. SupportPal said, no problem we can sell you another licence… I liaised with the ISP instead to sort this one cost free.

 

It’s cheap, feature rich and looks great out of the box but do watch out for additional charges.

[dhicks]

What other systems are out there that is used in education that people can share their thoughts on please?

 

We're using Trello, with a plugin to deal with turning incoming emails into tickets. It's working very nicely after a (relativly small) bit of setup time getting a few macros / scripts set up. It's costing us around £20 per month per user (for 3 users at the moment), so maybe a little more pricey than some options. We were previously using Spiceworks, which is still an excellent helpdesk tool, but I do really like Trello's "Kanban" view of tickets that lets you order your list of open tickets. What I'd really like is to start extending use of that system to more admin staff so we could all be using the same tool, which is where having a more general-purpose productivity tool rather than a dedicated helpdesk comes in handy.

[colly72]

+1 for Spiceworks, if you want a free solution

[CHiLL]

I've been using Spiceworks for years, originally hosted on-site, but now use their free cloud-hosted solution. It's not heavily customisable, but it serves us fine for ticketting and AD integration.

[foofighterjim]

We are currently using the self hosted version of ManageEngine Service Desk Plus, we are just about to move to their online offering which is free for up to 5 users, you can have separate instances so I'm also looking to move our site / maintenance helpdesk there too. Unlike with some offerings, you can use an O365 account to send and receive emails rather than using a non school domain account (I'm just going through the setup for modern auth for this).

[rogerdnixon]

Freshdesk here - just the free version - works great + nice mobile app.