|
we use Tigerpaw and it's slow and I hate it and the mobile app sucks.
|
#
?
Apr 14, 2021 23:37
|
|
|
|
| # ? Apr 26, 2024 06:03 |
|
|
We use Freshservice currently, so mostly just putting out feelers on what’s current.
|
|
#
?
Apr 14, 2021 23:46
|
|
|
A Sharepoint list with email notifications 
|
|
#
?
Apr 14, 2021 23:51
|
|
|
We use Remedyforce for ticketing, CMDB, and change control and it's a big piece of poo poo. I bet if you had a big org, and you put a bunch of care into planning it out and setting it up, it would be kind of OK. We didn't, and I'm the only person who does any admin of it, so it sucks. Honestly though, basically every design decision is makes is bananas and I hate it.
|
|
#
?
Apr 15, 2021 00:35
|
|
|
We went from Zendesk to Salesforce and it is so loving poo poo I'm actively job hunting again because of it.
|
|
#
?
Apr 15, 2021 02:35
|
|
|
zendesk is great ....does anyone use rt?
|
|
#
?
Apr 15, 2021 02:48
|
|
|
Biowarfare posted:zendesk is great I used it years ago, but no company seems to want to pay the money for it - if they reduced the pricing to something more reasonable, you would see most other ticketing systems dissapear....
|
|
#
?
Apr 15, 2021 03:57
|
|
|
Biowarfare posted:zendesk is great My company used RT forever until switching to service now a couple of years ago. I’m sure a lot of it was how we used it and had it provisioned, but good lord it was slow
|
|
#
?
Apr 15, 2021 04:52
|
|
|
Spring Heeled Jack posted:What does everyone use for ticketing and what does it cost you per agent? We use OTRS, if you don't mind some OSS jank it's decent. It tends to take a lot of resources as the database gets bigger. My biggest pet peeve/issue is that there are no SAML auth plugin on the latest version(only on the previous major which is now EoL)
|
|
#
?
Apr 15, 2021 06:32
|
|
|
I worked at a CERT and in that community RT-IR (RT for Incident Response) was popular like 10+ years ago so if course it was never replaced with something more sensible and they had to wrestle with keeping an ancient Perl webapp working.
|
|
#
?
Apr 15, 2021 06:35
|
|
|
Zendesk was everywhere and then they doubled their prices about five years ago. £65 per agent if you want to monitor SLAs is crazy.
|
|
#
?
Apr 15, 2021 09:17
|
|
|
We use Zoho. It's, uh, fine. But it's all I know, so.
|
|
#
?
Apr 15, 2021 12:56
|
|
|
We use Salesforce and I hate it with every fiber of my being.
|
|
#
?
Apr 15, 2021 14:09
|
|
|
We use ServiceNow. I hate it, it's slow, it's cumbersome, it requires an entire team of people just to support it, do not recommend.
|
|
#
?
Apr 15, 2021 14:12
|
|
|
We just switched to ServiceNow from an internal bespoke system. The old one was awful but the new one is even worse. How do you develop a change management system where you CANNOT DIRECT-LINK A TICKET Here please approve this ticket: https://blah.service-now.com/husdiksdchk?AC4?A$c4cac/ac4434c3/aC$?$/a3wC$Aw4?3$wC$?AW#c4w3$?AW$?WA#C$?awc34?#4A$?a44cw4434c3zw43ww443wca4?C?$4344a343asadfdsafdsfdsaw4wca4A?CQa4ca4=adADASFC$Aw4?3$wC$?AW#c4w3$?AW$?WA#C$?awc34?#4A$?a44cw4434cafsdbfhjsbhjC?$4344a343ac$?3c4a343awaw4ca4w?$cw4wca4A?CQa4ca4=c4a?ac4434c3/aC$?$/a3wC$Aw4?3$wC$?AW#c4w3$?AW$?WA#C$?awc34?#4A$?a44e43wtretrejmbnvC?$4344a343ac$?3c4a343awaw4ca4w?$cw4wca4A?CQa4ca4=c4a?ac4434c3/axcvbojiohxucvibhvcxbcxc4w3$?AW$?WA#C$?awc34?#4A$?a44cw4434c3zw43ww443wca4?C?$4344a343ac$?3c4a343awaw4ca4w?$cw4wca4A?CQa4ca4=c4a?ACQ4334/AC34?acaq4q4aWTFFFFFFFFF
|
|
#
?
Apr 15, 2021 14:17
|
|
|
Relyssa posted:We use Salesforce and I hate it with every fiber of my being. Like, it's so loving slow and poo poo, why does anyone use this??? I'm convinced someone in our upper management is getting a kickback for forcing us to use Salesforce. I haven't heard a single support team member speak about it positively in any way.
|
|
#
?
Apr 15, 2021 14:48
|
|
|
SNOW (the way cool kids abbreviate service now) is such a massive pile of poo poo it’s almost hard to fathom why people would ever use it. Fresh Service is very dope
|
|
|
#
?
Apr 15, 2021 14:48
|
|
|
We use Kaseya. Don't.
|
|
#
?
Apr 15, 2021 14:58
|
|
|
My company uses Saleforce and I can confirm its bad. I make it better by using AHK scripts to do repetitive poo poo on it. I'm representing my team with our SF admin who is moving us to Salesforce LIGHTNING. Because Salesforce is forcing LIGHTNING on everyone, despite it being worse in every single way. They named it LIGHTNING despite the fact that it makes doing anything you did previously take EVEN LONGER.
|
|
#
?
Apr 15, 2021 15:03
|
|
|
We use MS SCSM 2012. ...we're upgrading to 2019 this summer, assuming that doesn't cause everything to spontaneously combust. It's... okay?
|
|
#
?
Apr 15, 2021 15:14
|
|
|
we use spiceworks because it's free
|
|
#
?
Apr 15, 2021 15:18
|
|
|
Seven years ago we moved from Service Now to Salesforce. At the time, Service Now was the worst ticketing system I'd ever used. We got into Salesforce. Built a custom console/app for our agents and invested in a small team to maintain/update it. It's got issues but it's way better than SN. We got acquired at the end of 2019. New company is moving us back to Service Now next year. God I hope their implementation is better than the one we came from. I don't think it will be.
|
|
#
?
Apr 15, 2021 15:39
|
|
|
AAAAA! Real Muenster posted:My company uses Saleforce and I can confirm its bad. I make it better by using AHK scripts to do repetitive poo poo on it. I'm representing my team with our SF admin who is moving us to Salesforce LIGHTNING. Because Salesforce is forcing LIGHTNING on everyone, despite it being worse in every single way. They named it LIGHTNING despite the fact that it makes doing anything you did previously take EVEN LONGER. A vendor selling us oldPlatform decided to make new software called Intuition, except that they ended up making two versions of it, Intuition and Intuition by oldPlatform. All three platforms are still in use, they all partially but don't totally overlap with each other, and are a bitch to learn how to admin. I also suspect that their developers go for months between code merges.
|
|
#
?
Apr 15, 2021 15:53
|
|
|
ConfusedUs posted:Seven years ago we moved from Service Now to Salesforce. At the time, Service Now was the worst ticketing system I'd ever used. I don't think Service Now has better implmentations. Just assort varieties of dogshit
|
|
#
?
Apr 15, 2021 16:37
|
|
|
I kinda want to make an actual good ticketing system one day, but I have to stop and ask what is preventing them from being made and used now. Its impossible to sell to an exec without so many bells and whistles it becomes useless, isn't it?
|
|
#
?
Apr 15, 2021 16:38
|
|
|
RFC2324 posted:I don't think Service Now has better implmentations. Just assort varieties of dogshit When we first got ServiceNow, I learned their permissions where JS only. So if I wasn't allowed to update a ticket, I could do so by just making the button to do so visible in the console and then pressing it. The only thing stopping me was that they didn't make the button visible. No server side validation. Made my life easier!
|
|
#
?
Apr 15, 2021 16:41
|
|
|
We use Jira for customer tickets. No, I'm not joking.
|
|
#
?
Apr 15, 2021 16:52
|
|
|
GreenBuckanneer posted:We use Jira for customer tickets. My first company did this. It worked better then SNOW, Remedy and whatever other crap is out there.
|
|
#
?
Apr 15, 2021 17:01
|
|
|
We have a lot of those at work, i.e.: JIRA Service Now SalesForce Sharepoint Sigh.
|
|
#
?
Apr 15, 2021 17:08
|
|
|
GreenBuckanneer posted:We use Jira for customer tickets. My company bills itself as atlassian specialists and we don't do this Maybe we should
|
|
#
?
Apr 15, 2021 17:21
|
|
|
Theswarms posted:When we first got ServiceNow, I learned their permissions where JS only. So if I wasn't allowed to update a ticket, I could do so by just making the button to do so visible in the console and then pressing it. The only thing stopping me was that they didn't make the button visible. No server side validation. Made my life easier!  Unbelievable Seconding the "I could crap a better ticketing system" sentiment, why is it that the more zeroes they put on the price of a piece of "enterprise" software the more likely it is to have catastrophically stupid basic architecture and be unusably slow and bloated for no good reason
|
|
#
?
Apr 15, 2021 18:19
|
|
|
Sprechensiesexy posted:My first company did this. It worked better then SNOW, Remedy and whatever other crap is out there. I could understand it from baby's first IT department, or for it's real purpose (as I understand it, at least), tracking internal programming sprints and such. Not from a military contractor. Oh, and we don't use confluence. I forgot about that already. Wikimedia, onenote, literal sticky notes, or written down information on a whiteboard. Oh, or email. GreenBuckanneer fucked around with this message at 18:26 on Apr 15, 2021 |
|
#
?
Apr 15, 2021 18:23
|
|
|
Data Graham posted:
Because companies loving suck and are dysfunctional and rather than changing their workflows even the tiniest bit, they will insist on molding the software to fit their overly-specific needs. Add on all that customization year over year, and these products pretty much have to be unusable messes because then they can say "you don't have to worry about a thing, you can do whatever you want with our software!"
|
|
#
?
Apr 15, 2021 18:25
|
|
|
Enterprise software is reassuringly expensive.
|
|
#
?
Apr 15, 2021 18:28
|
|
|
GreenBuckanneer posted:I could understand it from baby's first IT department, or for it's real purpose (as I understand it, at least), tracking internal programming sprints and such. Not from a military contractor. It was an ecommerce company with several thousand employees. But they weren't big on ITIL/ITSM so they only used it as a way to organize work, also it was the most efficient IT helpdesk I have ever seen.
|
|
#
?
Apr 15, 2021 18:35
|
|
|
Current job is migrating from service now to bmc helix. My only comfort is that I don’t work support anymore.
|
|
#
?
Apr 15, 2021 18:38
|
|
|
GreenBuckanneer posted:I could understand it from baby's first IT department, or for it's real purpose (as I understand it, at least), tracking internal programming sprints and such. Not from a military contractor. Be glad you don't use confluence. We do and the search algorithm is so bad its almost impossible to find anything I would kill for something easily search/browsable
|
|
#
?
Apr 15, 2021 18:42
|
|
|
RFC2324 posted:Be glad you don't use confluence. We do and the search algorithm is so bad its almost impossible to find anything Have you tried the windows 10 search bar?
|
|
#
?
Apr 15, 2021 18:45
|
|
|
The Fool posted:Have you tried the windows 10 search bar? The what now?
|
|
#
?
Apr 15, 2021 18:47
|
|
|
|
| # ? Apr 26, 2024 06:03 |
|
|
RFC2324 posted:Be glad you don't use confluence. We do and the search algorithm is so bad its almost impossible to find anything
|
|
#
?
Apr 15, 2021 18:49
|
|