Hey folks,
I’m in a bit of a pickle here. Our company just got acquired and we’re growing fast. Right now, people just pop by IT when they need help. But that won’t work for long.
We’re a small team working with outside IT providers. I need to get everyone using a proper ticketing system before things get crazy. I’ve been looking at Freshservice and Jira Service Management, but I’m open to other options too.
One thing that’s important: we don’t have an IT asset management system yet. That’s on my wish list.
What ticketing systems have you used? Any recommendations? Good or bad experiences? I’d love to hear your thoughts before I dive into a bunch of demos and get bugged by sales people.
Thanks in advance for any advice!
I’ve been in a similar scenario and found that ServiceNow could be a strong option for a growing company. It offers robust IT asset management capabilities and scales well, although it might seem a bit complex at first due to its customization options. On the other hand, if you prefer something more straightforward, Zendesk is user-friendly and integrates easily with other systems. Regardless of your choice, focus on effective training and change management to ensure smooth adoption across the team.
I’ve been through this growing pains scenario before, and let me tell you, it can be a real headache if you don’t get the right system in place. In my experience, Freshservice has been a lifesaver for our expanding IT needs. It’s intuitive enough for end-users but robust enough to handle complex workflows as you scale.
What really sold me on Freshservice was its built-in asset management. You mentioned that’s on your wish list, and trust me, having it integrated from the get-go will save you a ton of hassle down the line. The reporting features are also top-notch, which has been crucial for justifying additional resources to management as we’ve grown.
One thing to keep in mind: whatever system you choose, factor in some time for customization and training. Even the most user-friendly systems need some tweaking to fit your specific needs. Good luck with your search!
hey, have u checked out spiceworks? its free and pretty solid for small teams. we use it at my company and its been great. handles ticketing and asset mgmt too. might be worth a look before you shell out $$ for the big guys. just my 2 cents!