Hello We also use Jira and find it pretty robust in features and functionality for multiple projects. It has pretty decent non-profit pricing too depending on the number of staff you have. We switched from Helpspot which was flexible but had less features.
Elizabeth Davis (she/her), Support & Project Management Specialist Pennsylvania Integrated Library System (PaILS) | SPARK (717) 256-1627 | elizabeth.da...@sparkpa.org support.sparkpa.org | supp...@sparkpa.org -----Original Message----- From: Code for Libraries <CODE4LIB@LISTS.CLIR.ORG> On Behalf Of Pennington, Buddy D. Sent: Friday, October 27, 2023 9:31 AM To: CODE4LIB@LISTS.CLIR.ORG Subject: Re: [CODE4LIB] [EXT] [CODE4LIB] IT Ticketing System Recommendations... We use Jira, and it is pretty popular. Very customizable in terms of forms and ticket fields for various different types of tickets and tasks. It is super easy to tag others for comments or updates. That said, as others have mentioned, it does cost $$. Buddy Pennington (He/him) Head of Systems & Technology Miller Nichols Library, 308D 800 East 51st Street -----Original Message----- From: Code for Libraries <CODE4LIB@LISTS.CLIR.ORG> On Behalf Of Harker, Karen Sent: Thursday, October 26, 2023 12:32 PM To: CODE4LIB@LISTS.CLIR.ORG Subject: Re: [CODE4LIB] [EXT] [CODE4LIB] IT Ticketing System Recommendations... WARNING: This message has originated from an External Source. This may be a phishing expedition that can result in unauthorized access to our IT System. Please use proper judgment and caution when opening attachments, clicking links, or responding to this email. We use GitLab for handling problems with our usage data gathering. It's flexible and allows sharing of information. Karen R. Harker, MLS, MPH Collection Assessment Librarian University of North Texas Libraries 1155 Union Blvd. #305190 Denton, TX 76203-5017 940-565-2688 -----Original Message----- From: Code for Libraries <CODE4LIB@LISTS.CLIR.ORG> On Behalf Of Ray Voelker Sent: Thursday, October 26, 2023 12:26 PM To: CODE4LIB@LISTS.CLIR.ORG Subject: [EXT] [CODE4LIB] IT Ticketing System Recommendations... Greetings Code4Lib folks, I'm reaching out to inquire if anyone has recommendations or opinions (positive or negative) regarding IT Ticketing solutions suitable for a Public Library system. We're exploring options and are particularly interested in systems that: - Are easy to maintain (with a preference for FOSS, but doesn't have to be). - Can support various submission forms tailored to different departments (e.g., Marketing Dept, IT Dept, ILS Dept, etc.). - If not FOSS, then they should accept POs and accommodate non-profit or tax-exempt customers, like public library systems. We are currently using osTicket. However, we've encountered challenges as it has been heavily customized by a team who no longer works at the library. Although we're considering migrating to another solution, I'm curious to know if anyone has experience with https://supportsystem.com/, which seems to be a cloud-based version of osTicket. Any insights, recommendations, or opinions you can share would be greatly appreciated. Thank you in advance! -- Ray Voelker
