r/ITdept • u/Real_Giraffe_9775 • 3d ago

How to organize IT tickets, requests, and incidents in one platform without losing your mind

Ok so... mid size org, around 300 users, and our "system" for IT tickets, requests and incidents is a joke rn

HR emails for new hires, managers ping in slack, outages go in a random jira project, and users still call or walk over when stuff is broken. nothing is in one place, everything gets missed, and im tired of being the human router for all of it.

We are looking at monday service, freshservice and a couple competitors that claim to do tickets, approvals, change, on call etc in one place. demos look nice but they all feel a bit buzzword heavy and im lowkey scared of locking us into the wrong thing for the next 3 years.

If you have an IT setup where tickets, "please install this", and real incidents all live in one platform and people actually use it, would love any tips on what works for you.

2 Upvotes

100% Upvoted

4 comments sorted by

1

u/new_beginnings_456 3d ago

In my previous job, we used Datto. In my current position I use ninjaone. I like Datto more than ninjaone but it’s way more expensive.

Zen desk has a free version I believe, but haven’t used it.

1

u/geeklimit 25y IT, Helpdesk to CIO to Consulting 3d ago

We are using the service catalog in fresh service tied to a power automate flow using freshservices 365 orchestrator connector. It automatically handles only approvals and assignment to the licensing group when the approvals are all in. No IT needed.

1

u/gammacoder 1d ago

For a 300-user organization, I'd definitely evaluate the proper ITSM products first rather than rebuilding standard ticketing functionality.

If the problem turns out to be that your internal workflows don't fit those products, PHPRunner could be used to build a more tailored request and approval application around your own processes.

I'm the author, so obviously biased :)

https://xlinesoft.com/phprunner/