Trying to figure out a ticketing system....

So I used Spiceworks in the past but meh… they’ve all but given up supporting it the way most companies support their products and the on-prem is dead. The cloud one just doesn’t do it for us either.

We are currently using this equally ugly concoction our dev team baked up and it’s causing a lot of problems.

I’ve been casually looking for months now but nothing has really clicked. Honestly - my requirements are very simple:

  • It’s 2020, I want it to be pretty. I want it to literally look like Google did it. Over complexity in the UI drives me nuts.
  • I don’t need anything crazy as far as features go. I just want tickets to be created and closed and later reported against. I also want a KB if that’s available but we have Confluence right now so it’s not a dealbreaker. I just like being able to attached a KB article to a ticket.
  • I don’t want to break the bank for a stupid ticketing system.

I’ve seen a billion of them in the last few months and there are pieces of some I like but nothing has really stood out as just a clean, simple, and smooth system that we should have in 2020. Any suggestions?

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You already have Confluence, so you may as well stick with Atlassian.
Jira ServiceDesk, $10 for 3 agents.
It does look pretty, but learning curve for the more interesting features is steep.
And you can link it with confluence for tickets etc.

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Try Service Desk Plus by ManageEngine. They offer a help desk solution that also comes with change management, CMDB, asset management, and for fairly inexpensive.

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I use Freshdesk, same as what our Consortium and some vendors use.

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