ORIGINAL REDDIT POST
Can anyone recommend a self-hosted help desk ticketing system?
This is a DoD-related air-gapped network with about 2000 end users. We're using Azure DevOps now as a ticketing system and we'd like to invest in a more professional solution. I've used Solarwinds Web Help Desk in a similar environment in the past and wasn't…
This is a DoD-related air-gapped network with about 2000 end users. We're using Azure DevOps now as a ticketing system and we'd like to invest in a more professional solution. I've used Solarwinds Web Help Desk in a similar environment in the past and wasn't a fan, it was buggy, ancient UI, and expensive. Does anyone know of a better alternative?
Collected discussion
Zammad or if it should be closer to Jira: YouTrack
Former RT admin here, great until it wasnt. Trying to migrate to a new ticket system after using RT, rough
Great example, In the past they fixed a lot of high to critical vulnerabilities, i hope they have stuffed their major issues now.
I second ServiceDesk Plus. I used it with Desktop Central years ago.
GLPI
FYI opmanager and zoho site24x7 are merging. I think opmanager is absorbing site24x7
We run Request Tracker here. Works fine. You need to be familiar with running Linux to host it along with your web server (Apache/Nginx) and database of choice (PostgreSQL/MySQL/MariaDB). If you want to extend it, you will need to get your hands dirty in the Perl code. The company behind it, Best Practical, are available for professional services, training, support and SaaS hosting if required.
ServiceDesk Plus has been good for us. I’m not a big fan of most Zoho stuff, but that and OpManager seem to be their best products and work really well for us.
Jitbit . Full stop. I moved to it from Solarwinds and won't look back.
GLPI or Libredesk
Zammad
No OSTicket recommendations? Its good and light weight
Halo has a self-hosted option. While stuff like Jira and Service Now are the gold standard, they are also very...in-depth, have an expectation of maturity and that sort of thing in existing processes. They are an animal to maintain that requires dedicated consultants or developers. So I'd caution jumping straight into an Enterprise-grade platform like that when your goal is just to get to something more professional. I'd identify some pain points you currently have and set some outcomes/success metrics, and evaluate what kind of systems will get you to them, and what kind of expectations, cost and effort are involved in that. AI is great at doing this sort of thing at a very high level. Crawl, walk, run...but that is the EA in me speaking.
Free Scout is decent. Has good API connectivity.
https://requesttracker.com/
check out this thread: https://www.reddit.com/r/sysadmin/comments/1q6gqlj/need_help_looking_for_some_on_premise_tools/
Zammad
Zammad is awesome
ocabj suggested RequestTracker, and that's an OK option. It's very email-oriented. It can be a bit hard to troubleshoot but otherwise I had no complaints. If you want something more JIRA-like, I'm a fan of Redmine, which also comes with an integrated wiki and some project management features which you don't have to use if you don't need them.
I was just thinking about this after spending the weekend helping out some family members with tech issues. Does anyone know of any self hosted options that are user friendly for non tech people to submit tickets or requests? I would love to have some type of portal where the family can submit their issues and I work through them like I work through tickets on a help desk
I've had good experiences with osTicket. We used it for quite a while as our primary help desk, and it served us well. It's straightforward to set up, easy for users to work with, and offers plenty of features without being overly complicated. After we consolidated several development and specialized IT teams into a single organization, we eventually migrated to Redmine. Our requirements shifted beyond pure ticketing - we needed project management, issue tracking, and more flexibility in organizing work across teams. Redmine fits those needs much better. If you're primarily looking for a help desk, I'd definitely give osTicket a look. If you expect your ticketing system to double as a project management platform, Redmine is worth considering.
Jitbit!!! Works awesome
I think you can self-host Servicenow. If you can pony up for a SME to run it, and the costs itself, it's the gold standard
Mantis Bug Tracker: https://mantisbt.org/download.php Demo: https://mantisbt.org/bugs/my_view_page.php
If you just want basic functionality, hesk is really good. Will run on really low spec hardware and does everything a basic ticketing system should. https://www.hesk.com/download.php