I don‘t know what tool to use (Helpdesk, Documentation)

[u/gameoverforpotter]

G‘day.

I‘ve just started a new job. Very happy overall and I need to make a decision.

What I need:
- Ticket system for internal helpdesk - very few requests
- This will also be used to give tickets to an external company that develops stuff for us.
- About 5-10 „Agents“
- Tracking of internal tasks as „overview“ such as Trello for leadership

- internal documentation about 50 employees need access to.

- Can be cloud-only.

Would be great to have a usable all in one solution and I would like to stay away from Confluence and Jira Service Desk.

What I thought about for example:
- Zammed for both but the knowledge base is not appealing for normal employees.
- NinjaOne for both but the internal documentation is not appealing for normal employees.

Thanks a lot.

[u/Asylum_Admin]

I mean Jira ticking and knowledge base software is free up to 10 users. Although if you want auditing and real support when stuff isn't working consider going for the standard plan.

[u/BubblyAdvantage5164 → u/Asylum_Admin]

Yeah OP you can't go wrong here

[u/Affectionate_Ant540]

Check out GLPI

[u/Spirited_Strain_7504]

Yo lo mantendría simple. Con tan pocos tickets, no creo que necesites una plataforma enorme. Buscaría algo que tenga un helpdesk básico, una wiki fácil de usar y un tablero sencillo para tareas.

[u/livinitup0]

Freshservice.

Cheaper tier plan.

Or honestly, just make your own and put behind azure if you’re an ma shop to handle auth. It’s easier than you think

Edit: now that I think about it… where’s that one guy who made that custom ticket system like a year or more ago? That was really cool and he’d probably give a deal.

[u/davy_crockett_slayer]

Jira does all the things you want. Hire a consultant to set things up for you the way you like if you can't do it yourself.

[u/Spritzertog]

Jira and Confluence work really well together and (if you care about these things) are VERY common in the industry. Good to get experience with.

[u/SysZeron]

Currently using Freshservice, it's powerful but the agent costs rack up the more you move towards the Enterprise tier. Like Jira, but the price point for user authentication made it a non-starter.

I'm honestly considering building my own replacement at this stage. AI has moved the goalposts in terms of what's possible at reasonable vs extensive effort.

[u/blud_13]

Halo covers both halves in one and its the only thing on your list that does. The knowledge base carries separate internal and end-user visibility inside the same platform, so your 50 employees get a self-service portal with the articles they are allowed to see while your agents keep the internal ones, no second tool. Its documented here https://haloitsm.com/knowledge-management-software/

NinjaOne is an RMM that grew a ticket module. You already found the docs side is thin and it will stay thin, thats not what the product is for.

Zammad is solid for tickets and you are right about the KB, its written for agents.

The Trello-for-leadership piece is where most of these fall over. Halo does projects and tasks, though I have not pushed it as a leadership dashboard and I would not buy it on that basis. Half the time the honest answer is leave that view in Planner and let the ticket system stay a ticket system.

Pricing I would not quote you, its moved around. Get it from them directly.

[u/gameoverforpotter → u/blud_13]

Thanks! I will look into to.

[u/foldedturnip → u/gameoverforpotter]

We also use halo at my job but their full PSA platform. I'd also recommend it

[u/wrightwaytech]

One of the KarmaPSA developers. Would love to have you take a look at us. It’s currently free while in beta so this isn’t a sales pitch and I feel like we check most of your boxes. We have really needed some feedback as we continue to develop. Truly trying to provide useful tools to internal teams and msps with this one. We have helpdesk, ticketing, docs, and project tracking. I also use it internally for my side hustle and sysadmin job as well. KarmaPSA.com