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  1. #1
    DF Jedi eblaster101's Avatar
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    Advice Ticketing system for a new IT Company

    Hi All,

    Not sure if this is the right section

    I recently started an IT Company providing Managed IT services for SMEs. Things are moving quicker than I anticipated. I have been happily using spiceworks to log tickets but the reporting functionality of it is not up to scratch.

    Can anyone here recommend a ticketing system which can do the following;

    -Email the ticket information to the end user
    -Email monthly reports on how many tickets each company opened/closed
    -Allow for custom fields when logging a new ticket. E.g. PC > Hardware > Faulty. This information needs to integrate into reporting in the future. So I can see if a certain company seems to have more printer problems than anything else.

    [Only registered and activated users can see links. ]

    facebook.com/sonaitltd (please thumbs up the page, if you have a minute)

  2. #2
    DF Jedi akimba's Avatar
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    Default Re: Ticketing system for a new IT Company

    We use [Only registered and activated users can see links. ] free open source ticketing system, it does what you need but you got the source code so you can bastardise it as need, we have done to make it better but for your needs prob mostly there ;-)

    Thanks to akimba

    eblaster101 (15th April 2014) 


  3. #3
    DF Jedi tawny's Avatar
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    Default Re: Ticketing system for a new IT Company

    I use Spiceworks and I agree, the reporting isn't up to scratch. I've hooked Crystal Reports in to it and generate my reports using that. Much more flexibility and easy to generate nice looking reports. The set up was fairly straight forward, I used the article here...
    [Only registered and activated users can see links. ]
    At least you could then keep your current ticketing system and not have the faff of setting a new one up.

  4. #4
    DF Jedi akimba's Avatar
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    Default Re: Ticketing system for a new IT Company

    yeah the reporting for our business needs wasn't in osTickets when we installed it so we have developed some of our own but if you look at the latest version the reports are pretty shiny ;-)

  5. #5
    DF MaSter rgb1's Avatar
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    Default Re: Ticketing system for a new IT Company

    Have a mooch at [Only registered and activated users can see links. ] , maybe that is what you're looking for and meets your requirements?

  6. #6
    DF Jedi TriBot's Avatar
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    Default Re: Ticketing system for a new IT Company

    I am just implementing ServiceNow.... Bit that is costing about £2million......

    Do you have budget for it...?

    Would recommend crystal reports as well.

  7. #7
    DF Super Moderator Over Carl's Avatar
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    Default Re: Ticketing system for a new IT Company

    Haven't got a clue, but thought I would mention a couple of things about your website:

    "Please bear with us". Wrong bear, should be bear.

    Also your phone number is incorrectly formatted. 020 8952 2495 is the correct way. 0208 952 2495 was previously correct. That formatting never has been correct and only serves to make the number harder to mentally parse for a lot of people.

    Thanks to Over Carl

    rgb1 (15th April 2014) 


  8. #8
    DF MaSter rgb1's Avatar
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    Default Re: Ticketing system for a new IT Company

    Quote Originally Posted by Over carl View Post
    "Please bear with us". Wrong bear, should be bear.

    2 Thanks given to rgb1

    DejaVu (15th April 2014), Over Carl (16th April 2014) 


  9. #9
    DF Super Moderator
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    Default Re: Ticketing system for a new IT Company

    Quote of the year right there.

    OC, you sure it's not "[Only registered and activated users can see links. ]"?


  10. #10
    DF Jedi reverend's Avatar
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    Default Re: Ticketing system for a new IT Company

    We were going to look at migrating from Axios Assyst to MS Service Manager which is part of System Center. May be worth a look at that as well?

  11. #11
    DF VIP Member
    Scal's Avatar
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    Default Re: Ticketing system for a new IT Company

    Alteris?

  12. #12
    DF PlaYa ivrytwr3's Avatar
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    Default Re: Ticketing system for a new IT Company

    Quote Originally Posted by Over carl View Post
    Haven't got a clue, but thought I would mention a couple of things about your website:

    "Please bear with us". Wrong bear, should be bear.

    Also your phone number is incorrectly formatted. 020 8952 2495 is the correct way. 0208 952 2495 was previously correct. That formatting never has been correct and only serves to make the number harder to mentally parse for a lot of people.
    Website states "please BARE with us" - i see where you were going Carl

    But yes, spelling mistakes on websites immediately makes me navigate away - cowboys or amateurs. Use spellcheck or have someone proof read before publishing.

  13. #13
    DF Jedi theodotcom's Avatar
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    Default Re: Ticketing system for a new IT Company

    One additional suggestion (take it or leave it ), why not have the email address as something like info@ sales@ etc instead of your name@, you can just set a forward in your cpanel from the info@ to your name so you dont have to manage 2 mailboxes but having a name@ as the main contact email makes it look more like a one man band type company.

  14. #14
    DF Rookie BIllbo's Avatar
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    Default Re: Ticketing system for a new IT Company

    We use a package called OTRS - [Only registered and activated users can see links. ]

    Judging by your requirements, it seems to do the the stuff you need!

  15. #15
    DF Jedi akimba's Avatar
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    Default Re: Ticketing system for a new IT Company

    Quote Originally Posted by theodotcom View Post
    One additional suggestion (take it or leave it ), why not have the email address as something like info@ sales@ etc instead of your name@, you can just set a forward in your cpanel from the info@ to your name so you dont have to manage 2 mailboxes but having a name@ as the main contact email makes it look more like a one man band type company.
    Yeah I always do this and then redirect them all to a central email and have rules on that one to put them in their relevant folders i.e. sales to sales folder support to support folder.

    That way it is easy to see how much spam I mean queries you are getting.

  16. #16
    DF PiMP keyser666's Avatar
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    Default Re: Ticketing system for a new IT Company

    Quote Originally Posted by crashtestmac View Post
    I am just implementing ServiceNow.... Bit that is costing about £2million......

    Do you have budget for it...?

    Would recommend crystal reports as well.
    ServiceNow can be great or poor depends on how well it is used and how it is implemented, more and more companies using it now

  17. #17
    DF Jedi hoponbaby's Avatar
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    Default Re: Ticketing system for a new IT Company

    Labtech?

  18. #18
    DF PwNagE Sanj[UK]'s Avatar
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    Default Re: Ticketing system for a new IT Company

    Quote Originally Posted by hoponbaby View Post
    Labtech?
    That's what my place is moving to. Labtech + connectwise is all you need.

  19. #19
    DF Jedi eblaster101's Avatar
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    Default Re: Ticketing system for a new IT Company

    Thanks for the suggestions guys. I am aware of the faults with the holding page. Seems like my web developer is a moron, I mentioned this to him but he has obviously got better things to do.

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