Ticketing System reviews from Reddit

Summary

We analyzed 754 Reddit reviews across 20 subreddits and 54 posts to rank the best Ticketing System brands recommended by redditors, including communities like r/sysadmin, r/msp, r/ITManagers, r/k12sysadmin, r/computertechs. Top-rated brands include Freshdesk (4.1/5), Spiceworks (4.0/5), OsTicket (3.9/5).

Stats

Reviews754

Subreddits20

Posts54

Brands95

Products6

Top communities

r/sysadmin561 r/msp79 r/ITManagers25 r/k12sysadmin15 r/computertechs12

754 reviews from

and

By Brand

By Product

Freshdesk

4.1

(65)

"We are a small MSP and we have been using FreshDesk for about 4 or 5 years now. Absolutely solid, works well, no issues."

"The above things can be achieved in Freshdesk, Zendesk, and BoldDesk"

"Freshdesk free tier, cloud hosted should do it."

"Yep, were a happy freshdesk user here, does the job well."

"I have implemented Freshdesk at a number of businesses and find it is a great solution."

"I have zero complaints with freshdesk."

"The last shop I was at, we implemented a ticketing system and ended up going with Fresh Desk, it was extremely easy to use."

"I’ve been very happy with Freshdesk’s free offering."

"Freshdesk all the way. Starts free, scales up to whatever you want it to be."

"FRESHDESK! I will die on this hill, but it’s as simple or complicated as you want to make it."

Spiceworks

4.0

(60)

"Free, hosted, easy to use and set up."

"It's free, easy to setup, and based on your description it should be all you need."

"It’s free, also has an asset managements system."

"I loved Spiceworks at my previous job."

"I'm seriously wondering why no other product is using Ticket Commands like spiceworks does. Love that!"

"Spiceworks hands down. Free but not open source. Very good product overall."

"Second spice works. You'll be up and running in a few minutes on the cloud. So stickin' easy."

"Spiceworks is free and is absolutely fine for smaller companies"

"Spiceworks is free been using it for years. Cant complain about it."

"Don’t rule out Spiceworks, it’s free."

OsTicket

3.9

(52)

"OS Ticket and Zendesk are soooo easy to use and i do miss them so much ;\_;!"

"OSTicket"

"OSTicket was the easiest to."

"Try osTicket we had it, it’s self hosted and 100% free with many customizations."

"OsTicket? It's easy to setup and very reliable."

"OSTicket works great. easy to setup."

"Osticket, open source free software that ticks all your boxes and works extremely well."

"Personally I loved osTicket. It's a free open source ticketing system, has paid support options, and is very versatile."

"We used OsTicket for 9 years before transitioning to the Connectwise platform."

"OsTicket"

Zendesk

3.9

(52)

"ZENDESK ALL THE WAY"

"Zendesk is sweet."

"Enterprise-grade features and a bit expensive"

"Zendesk and Freshdesk have both been nice to use in my experience."

"Zendesk, Jira, or Vorex could do the trick."

"2 man shop for 110 users, zendesk here"

"We use Zendesk and it does most we need. We had some issues with their reporting though."

"Zendesk or Freshdesk"

"Zendesk."

"Zendesk or Autotask"

Zammad

4.5

(32)

"Zammad! Amazing software and the KnowledgeBase feature helps us with internal and customer documentation."

"+1 Zammad. 1 man shop and self host it. Works great."

"Zammad. Open-source, free and easy to use and maintain."

"Zammad is free to self host and has AD integration."

"Zammad. Also free."

"We use it and I love it to pieces!"

"I strongly recommend Zammad that we using."

"I installed Zammad and love it. Open source too."

"Zammad :D"

"I'd go with either Zammad or Znuny. Zammad is great for its wide ranging customizablity."

Jira

3.9

(34)

"Jira is free for up to 3 techs. Been using it for almost 4 years now and it's been great."

"As far as work flow of tickets, I found that Jira was the best."

"You can configure a helpdesk front end for users."

"With slack and email integration it’s been a breeze for us"

"Jira + service desk + confluence, 100% yes."

"We run Jira however we host ourselves. Super flexible and for the most part your only limitation will be yourself."

"Atlassian JIRA is great. Our company uses this and I really enjoy using and programming against it."

"Agree on Jira especially because it should be free for OP."

"Something lighter like Vorex or Jira, as you said, are good options"

"I believe Jira by Atlassian is free for under 10 users."

JitBit

4.3

(26)

"We use JitBit for multiple departments unrelated to IT, and for IT."

"Jitbit was my favourite by far."

"I think JitBit is perfect for our team."

"JitBit, we bought perpetual and just host it on prem."

"We're very happy with Jitbit."

"I like jitbit."

"Fastest ticketing system, auto refreshes, easy to customized."

"Jitbit. Can make API calls to your RMM to automate tasks. Very powerful."

"Jitbit. Does this extremely well without a million bells and whistles figured into the price. It also has plenty of automation options and allows for easy access to repeat responses with a knowledge base and canned responses."

"JitBit hands down for me. Easy to set up, frequent updates and intuitive design. Also one of the few remaining ticketing systems that we can host on our own server."

GLPI

4.0

(28)

"GLPI is free."

"GLPI, Redmine."

"Https://glpi-project.org/ open source."

"GLPI self hosted does so much more than just help desk tickets."

"GLPI has been fantastic for us for helpdesk and asset management."

"Not only it is open source, and tracks assets but also allows you to integrate it with LDAP and so on."

"We are currently testing out GLPI. I quite like it so far."

"We have been using glpi for years now, really like it."

"Love that GLPI is finally getting some recognition. We moved to it earlier this year from osticket+snipe-it and it's a great, free, all-in-one solution if you have a bit of time to tinker."

"+1 for GLPI, I miss using it"

Freshservice

4.1

(25)

"We're currently using FreshService."

"FreshService is what we use. Has a KB."

"+1 for Freshservice, although it is my only experience in the area."

"It's great."

"Freshservice is amazing and ticks most of our boxes."

"FreshService would be my top pick for internal IT."

"Fresh service is awesome."

"Freshservice is the best ITSM/Ticketing system I have used."

"Freshservice is a great tool."

"I'm a fan of FreshService."

#10

ManageEngine

4.0

(24)

"ServiceDesk Plus from Manage Engine"

"Its been great and feature rich with pretty simple configs."

"ManageEngine Service Desk."

"Service desk plus is free for up to 5 techs, kinda janky interface but works great."

"Manage engine totally free for 5 admins and below."

"Manage engine do a free tier its pretty decent."

"Manage Engine ServiceDeskPlus is free for 5 seats."

"ManageEngine Service Desk Plus."

"Manage engine service desk plus."

"For what it is worth I used Manage Engine Service Desk Plus for quite a while."

#11

Request Tracker

4.2

(23)

"If you’re looking for a self hosted option, RT4 (Request Tracker). Based on Perl, works very well."

"I cannot speak highly enough about... Request Tracker from Best Practical."

"If you're willing to run a Linux or BSD system yourself, I highly recommend Request Tracker. I used it for around 20 years and found the unpaid support on their mailing lists and web forum to be better than the paid version of Freshdesk."

"RT is fantastic. Mobile workers can respond to/close tickets using their mobile browser or phone-based email. Wonderful."

"RT gets a good thumbs up from me too. We've been running it for years and have well over 20k tickets resolved in our small team. It's fast, upgrades are well documented and it's very customization friendly."

"Free, open source, lots of features, works well."

"RT (Request Tracker) or OSTicket"

"Easy to set up and very reliable."

"Request Tracker, doesn't look very fancy but not that hard to set up, free and very reliable."

"* https://bestpractical.com/request-tracker"

#12

ServiceNow

3.8

(21)

"ServiceNow if you have the budget, Freshworks if you dont. Freshworks is a good solution either way, but ServiceNow is one of those "No one ever got fired for recommending X" type solutions."

"ServiceNow is one of the go-to recommendations."

"Nothing beats ServiceNow but yea you pay for it."

"Paid (and better if implemented properly): ServiceNow or Cherwell."

"Being an org on the larger side we use ServiceNow for better or worse."

"I'd go with something like zendesk, servicenow, or spiceworks if you're spicy"

"If your organization has the money get service now if less look at fresh service."

"We use SNOW."

"Service-Now integrates quite well."

"We use ServiceNow. Decent company. Lots of documentation. The basic program is decent."

#13

Autotask

4.2

(18)

"100% Autotask. It's has great automation capabilities and the integration with our RMM is excellent."

"I would recommend Autotask, it is the best and most complete PSA, IMO."

"I'm particularly fond of Autotask because of all the prebuilt automation it comes with."

"We use Autotask for a very similar business mode."

"I personally use Autotask, which is more feature-rich, and there's more that you can do with it."

"We are still using Autotask, and it's still good. It's one of the more mature systems."

"Autotask or JIRA"

"Autotask and Livemobile."

"I still like Autotask as it can handle all our workflows."

"Autotask"

#14

BoldDesk

4.3

(14)

"You must check out BoldDesk, an AI-driven ticketing system perfect for both B2B and B2C."

"Bolddesk by Syncfusion. It’s pretty new and super cheap."

"Consider looking into BoldDesk. It's the most intuitive I've ever used."

"I highly recommend Bold Desk as customer support and ticketing software."

"It gives you everything you’d expect without feeling overwhelmed."

"Easy to use, loaded with features, and affordable pricing (for 5 agents $49)"

"If you're looking for free software, check out their free startup program!"

"Try BoldDesk, it is the ideal tool to meet your needs in today's era."

"Considering BoldDesk is really a good option."

"Try BoldDesk; it's budget-friendly yet feature-rich."

#15

OTRS

3.8

(12)

"OTRS."

"OTRS if you looking for open source."

"OTRS is free and super easy to install and maintain."

"Otrs"

"We use a product called OTRS, though it may be called Znuny now."

"Otrs"

"OTRS in another popular option, more modern than RT :-)"

"Currently using OTRS for internal IT and external issue tracking/resolution for multiple sub orgs. Does require a little bit of work, but definitely a solid product IMO."

"Look into OTRS. I've used it at a previous job and it works well for simple deployments but requires some consulting when trying to do some more advanced stuff."

"OTRS"

#16

Genuity

4.8

(9)

"Genuity is by far the best bang for your buck."

"It has been great."

"Their Asset Management tool is paying for itself."

"We have been using Genuity for over a year and it works great."

"The price point is GREAT!"

"I recommend Genuity. The price is super cheap at $29.99/month."

"Love it. I think it will do what you need."

"GoGenuity is very reasonable and full featured."

"It has been a great change."

#17

Hesk

3.9

(10)

"Hesk - it's FOSS!"

"I like, and have used Hesk in the past."

"Hesk."

"HESK, has a knowledge base also."

"Hesk is underrated IMO, and is is a great basic helpdesk with a nice clean interface."

"HESK self-hosted or Zoho Desk cloud hosted."

"Hesk is very simple and free."

"HESK"

"[Hesk](https://www.hesk.com) is pretty simple."

"Hesk"

#18

Desk365

3.9

(10)

"Ease of use, automatic ticket creation, and employee self-service portal"

"Simple to use ,has more features and it's cheap"

"Try Desk365, they offer a 21-day free trial and a wide range of features at a price that is lower than many other ticketing platforms,"

"Check out Desk365."

"It integrates well with Microsoft 365 and offers good communication and centralized information management. Plus, it has solid Teams integration."

"Check out Desk365, our IT system is using Desk365 and they're quite happy with it."

"Try Desk365."

"Check out Desk365, it's easy to implement them and very affordable."

"Pretty much covers all the essential features and is affordable as well."

"Try Desk365"

#19

Jira Service Management

3.8

(9)

"Jira servicemanagement is free for up to 3 servicedesk agents."

"If you diehard want a corporate one... you can do Jira Service Management."

"Jira Service Management + Confluence is the way to go."

"I was happy with Jira Service Management... with addons I could customize a lot."

"Jira service management is free for 3 agents."

"Jira Service Management has HR functionality."

"If you're already using Jira for project tracking"

"Subscription can be expensive for companies or teams."

#20

SupportPal

4.0

(8)

"SupportPal! I’d go back to it in a heartbeat over our current solution."

"Feature rich, inexpensive and self hosted - SupportPal"

"Supportpal. Great product and very cheap."

"SupportPal"

"We use supportpal"

"I use SupportPal. It's pretty inexpensive and has a nice interface."

"SupportPal is cheap and does us ok."

"Dead cheap."

#21

NITRO Help Desk

4.4

(7)

"Nitro Help Desk. I think they have it for either IT or HR but it's been great for us. Runs natively in the Microsoft environment so user adoption has been great."

"It runs natively in M365 and Teams."

"We have had good feedback about NITRO Help Desk for HR ticketing. It runs in the M365 environment so it makes user adoption pretty simple."

"NITRO Help Desk. It runs natively in the Microsoft 365 environment and has full Teams integration."

"NITRO Help Desk. It runs natively in your Microsoft 365 environment with complete Teams integration/functionality too."

"NITRO Help Desk - it's a robust ticketing system."

"NITRO Help Desk can be the most cost-effective ticketing solution."

#22

Redmine

3.6

(8)

"Redmine - open source and works really well."

"Redmine"

"[Redmine](https://redmine.org/). Its free and has nice features like LDAP authentication."

"Its free and has nice features."

"Redmine can be good, but it can also be terrible if it's setup poorly."

"Redmine"

"Redmine, it's open source and has many available plugins available, pretty big community behind the project."

#23

Zoho Desk

4.1

(7)

"You’re gonna love Zoho Desk’s time tracking :) "

"That said, we use zoho for almost everything."

"Do something inexpensive like ninja w/ desk or zoho desk."

"[Zoho Desk, Zendesk, Freshdesk, JIRA HaloPSA] are some options that would be good."

"HESK self-hosted or Zoho Desk cloud hosted."

"Zoho Desk."

"Zoho Desk"

#24

SysAid

3.4

(8)

"I absolutely adore SysAid and have used it at different places over the last 15+ years."

"We tested different vendors and now have been using SysAid for two years and it has been Rock solid."

"SysAid is pretty good and inexpensive."

"I went with Sysaid in my last place. Did the job really well."

"Recently looked at SysAid and was impressed."

"If you need to track inventory, tasks, users, and setup some different escalation rules, I've used SysAid in the past which has a lot of tools (some of which are hit or miss)."

"SysAid is the worst product ever."

"Sysaid and no. Can't merge tickets properly, can't add times to your jobs etc.. It's all round garbage."

#25

Vorex

3.9

(7)

"Zendesk, Jira, or Vorex could do the trick."

"Vorex does an excellent job, is really easy to setup and has some really cool features."

"There are other great choices like Vorex, Jira, etc."

"Check out Vorex, pretty solid"

"If you’re looking for something better, Vorex is really good."

"OSTicket is a decent option, I’d personally prefer Vorex."

"Something lighter like Vorex or Jira, as you said, are good options"

#26

Atera

4.2

(6)

"Atera seems like a great option to what you are looking for - an affordable all-in-one RMM/PSA solution."

"Atera is worth taking a look at, has everything you are asking for and per technician pricing."

"I implemented Atera. Rmm/ticketing/patching."

"To start off Atera is well worth it."

"I previously used Atera for about 4 years."

"Mainly for cost. We cant afford the pricey offerings. It works for us and gets the job done."

#27

HappyFox

4.0

(6)

"I’ve been very happy with HappyFox for years."

"Happy fox has been one of my favorites over the years."

"We use happyfox"

"Happyfox has some smart rules and a very flexible system."

"Happyfox is another option"

"Happy Fox only problem with it was the reporting was subpar other than that it was cheap and easy to use."

#28

Lansweeper

4.0

(6)

"Lansweeper was pretty nice, if I remember correctly it’s free for a couple of agents."

"Lansweeper or Service Desk Plus, Manage Engine"

"Lansweeper is easy. Super simple."

"We’ve been using lansweeper and it’s pretty useful as it covers tons of things beyond tickets."

"Lansweeper checks all the boxes but might be a bit expensive."

"Lansweeper."

#29

HaloPSA

4.6

(5)

"HaloPSA will do this flawlessly!"

"We're really happy with it."

"We jumped off of that and onto HaloPSA about 2 years back finally, and what a difference"

"HaloPSA you can do literally anything with it, it needs a lot of setting up but when it is you can make each ticket follow a work flow and easily track repeating issues"

"I would go with HaloPSA."

#30

IncidentIQ

4.4

(5)

"It is very robust IMO."

"Currently my favorite one so far."

"You won't look back. It's amazing."

"We started using IncidentIQ this year. It is pretty good."

"It works well for both aspects but I find it lacking in the filtering/reporting features."

#31

Siit.io

4.2

(5)

"Check out Siit.io, I just discovered them and it is amazingly fast!"

"Love that ratio! We are using Siit.io and really satisfied about it."

"Siit.io can definitely do the job."

"Siit.io is really great, affordable and team is really nice."

"[Siit.io](https://Siit.io) could fit"

#32

Connectwise

4.0

(5)

"ConnectWise is good for us."

"Hands down ConnectWise."

"If you’re an MSP, ConnectWise or ServiceNow."

"Connectwise yes expensive and will try to up sell you every day."

"I've used ConnectWise at three different jobs so far, and it's..... a thing."

#33

Deskpro

3.6

(5)

"Glad to see another user of Deskpro! Seems very under the Radar."

"+1 for Deskpro. Been on it for like 5 or 6 years and have been pretty happy."

"We have used deskpro in the past, it works well."

"We used deskpro before and now jira."

"We went with Deskpro instead of RT, because people don't like PERL and they thought things were easier to implement in Deskpro."

#34

NinjaOne

4.5

(4)

"Very happy with Ninja and their ticketing platform"

"We use NinjaOne now which changed our life completely."

"Ninja might be overkill for a small ticketing system."

"NinjaOne."

#35

Halo PSA

4.5

(4)

"Halo PSA"

"Can be not only your ticket system and time tracking, but also your projects, invoicing, CRM."

"Use HaloPSA"

"I’d probably focus on either HaloPSA and a compatible RMM."

#36

Syncro

4.5

(4)

"Syncro has been great for us."

"Syncro FTW"

"I do like Syncro, but it's fairly simplistic."

"Syncro is pretty easy to get started with."

#37

YouTrack

4.0

(4)

"Cloud hosted possibly JetBrains YouTrack, should be free for a team of 3."

"YouTrack by JetBrains was free if you keep amount of active users low."

"Youtrack is free for up to 5 agents."

"Youtrack by Jetbrains!"

#38

FreeScout

4.0

(4)

"FreeScout. It's open source and you can add tons cool modules."

"We’ve been using FreeScout. It’s free for basic use."

"It's open source and they have a marketplace with a bunch of paid options."

"Ive just installed freescout. Pretty sound!"

#39

Cherwell

2.5

(6)

"We use Cherwell at my job. It's pretty cool because it also has a web-based feature."

"Cherwell works great for us."

"Fresh service looked like it may be a contender but lacked some ability for basic features."

"The team that administered Cherwell stopped using Cherwell for tracking the numerous tickets for bugs."

"Anything but Cherwell. It is so bad that there is an urban dictionary term for it."

"I can recommend that you don’t get Cherwell. It is the worst."

#40

iTop

3.8

(4)

"ITop combodo."

"ITop works good for us."

"ITop. Not as well known, but there's both a (fully functional!) free version and one which comes at a price."

"I used itop combodo in the past, not sure if still exists"

#41

Jira Service Desk

3.8

(4)

"We've been using JIRA Service desk and it's great. Support is really good, easy to configure and customize, it's stable and the performance is really good."

"I like Jira Service Desk, especially now that it includes Insight."

"Jira Service Desk has advanced automation but is not very customizable."

"We just use JIRA Service Desk. From a usability perspective, it's not bad, but installing and maintaining the JIRA software is awful."

#42

Samanage

3.5

(4)

"I can recommend Samanage."

"It's pretty solid!"

"Samanage service desk. Though solar winds just count samanage so I imagine it will be going to hell soon."

"We use Samanage. As far as ticketing, it is kinda meh. But it has good asset tracking."

#43

HALP

4.7

(3)

"Checkout Halp. It is conversational messaging."

"Halp lets employees triage requests, automate workflows, respond to direct messages by reacting with a 🎫 emoji ticket and most importantly solve tickets faster."

"It's extremely light weight, cheap and easy to use."

#44

Thena.ai

4.7

(3)

"Thena.ai was my favourite by far and one I'd be pushing to use at any place I go to in the future."

"I recommend checking out Thena.ai for Slack-integrated ticketing."

"If you’re open to considering a simple, non-third-party option, Thena.ai could be a good fit."

#45

Zoho

3.5

(4)

"Zohodesk is free for 3 but is very affordable for more."

"I might give Zoho Desk or Help Scout a go."

"For basic, zoho and jira"

"Right now the two I use are Zoho and Syncro."

#46

Pulseway

3.3

(4)

"Should be idle for a small firm as it can also be integrated/upgraded with its RMM for monitoring and control."

"Pulseway is what I use."

"Pulseway RMM/PSA - helpdesk system along with endpoint management."

"Pulseway which was so awful I was able to get a refund from Kaseya."

#47

3.0

(1)

"It is free and open source."

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