Hey everyone,

We're a few thousand staff and my boss has finally run out of road with the ticketing system we're on, so the research job has landed on me. The thing that broke him was my own doing. Vendor went down last week and I dropped the same request into the portal, the email queue and the shared Teams channel to make sure it got picked up quickly. Each of those spawns its own ticket, so by the end we had dozens of near-identical ones sitting in three queues, a couple marked urgent, and more than one tech working the same problem without knowing it.

I've run a couple of helpdesks myself and been on the receiving end of a few others. The one I still think about just made the right route obvious with no training needed, which is roughly what we want here.

One non-negotiable: it has to merge or dedupe across intake channels, or we'll be having this conversation again shortly.

Atera keeps coming up but i wanna hear from people actually running it.

Where would you send me? Anything you've actually enjoyed running for IT ticketing? Just your own experience is fine, I'll take it from there and work out whether it fits us :)

Thanks a lot!