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The original was posted on /r/sysadmin by /u/supercilious-pintel on 2024-01-21 21:44:47+00:00.
I've been managing our "service desk" through an Outlook inbox, but due to our ongoing ISO 27k1 efforts, we're required to formalize our incident handling approach and transition to using a helpdesk system.
I'm in need of a system that can:
Receive tickets via email and link them to the sending user.
Allow the creation of tickets against a specific service or asset.
Be hosted entirely on-premises.
Offer a web GUI to technicians and users.
Be 'free' or at least offer the above features as part of a free plan.
After exploring various options, I've noticed that many "free" offerings are cloud-only, and others are filled with features we've already covered elsewhere (like network monitoring, etc.).
It's been a while since I've implemented a helpdesk system, but I'm considering making a case for Halo ITSM. However, it seems a bit overkill for our current needs. I did contemplate developing something in-house, but time constraints and approval processes make it unfeasible.
Is anyone here in a similar situation, managing a helpdesk as a one-person team, and has implemented a "minimalist" approach successfully? Open to any suggestions and insights.
EDIT: Thanks all. Looking into osTicket, as this looks absolutely ideal!