Ask HN: Which helpdesk/ticketsystem do you use?

8 points·realtarget··6 comments

I'm looking for a flexible and easy to use helpdesk software with email and team support (saas or self-hosted).

Which is your favorite? What do you love? And what do you hate?

I work at Help Scout, and it's a great hosted sass tool. But you shouldn't just pick the first one you hear about.

I wrote a guide to making the right choice of help desk tool for your own situation: https://www.helpscout.net/blog/choosing-help-desk-software/

Useful to think through before you invest time or money.

My last company switched to samanage which was ok. They had a couple of nice features like an asset inventory, workflows so that we could create onboarding/offboarding and it would send emails to HR and helpdesk. We did need to purchase another solution to do AD authentication though, which was a downer. I've also used Jira Service Desk, of which the killer feature was that it had git integration, which I had a hard time finding in competitors. Honestly there are tons of choices out there. General features you should be looking for are: SSO, reports, customizable self service flows

We use helpscout. Great product that keeps it simple.

We used groovehq.com before as well, but helpscout is more polished and have a better mobile app

Zendesk, but lately feeling a disconnect compared with Intercom's.

Zendesk, it works fine

OTRS?

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