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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Considering osTicket for internal use only.

We're considering using an application like osTicket for tracking tickets generated internally by agents.  There would be no public access to the system.

For whoever uses osTicket that way, how is it working for you?  Are there any osTicket characteristics that make it good (or bad) for internal use only?

Thanks

Comments

  • We use it internally only. From our perspective there would be no difference in functionality if osTicket was designed for external use only. For that mater, I don't think osTicket was designed with external, or internal use in mind. It works both ways.

    We have an internal mailbox that our users know to email when they have trouble, or a request. We have several ticket filters that allow a user to send a ticket directly to an agent (support staff) using hash tags (e.x. #bob goes to Bob's queue).

    I guess it all depends on your setup and how you intend on using it. Since we use emails and Active Directory, its critical that the "mail" AD attribute for each user is a actual destination mailbox that osTicket can email to. Additionally, the replyto email address on emails going into our helpdesk mailbox needs to also be a mailbox that osTicket can email to. I could imagine some AD environments where this is not the case.
  • I've been using osTicket for years internally [note we also use a second installation externally].  We have a small IT team, and support about 300-350 users internally that we in a multi homed mostly windows shop.  I think that its worked remarkably.  It's allowed us to have accountability, history tracking, helps with time management, and since I have to account for all my time to about 50 different cost centers (aka programs) has really trivialized filling out my complicated time sheets weekly.

    It's got a few things that I would like to see added (and have for a while now) and I have coded and added myself to past versions.  Such as a time accounting feature that tracks times on tickets better.  A pending status, so that when staff reply to a ticket if a employee doesn't respond in X amount of time it automatically closes.  We would really like some sort of assets management addon also, but I feel that is probably outside the scope of this project at this time.

    All in all I think that it is a great tool, and is only getting better!  If you have any specific questions please feel free to ask and I will do my best to answer them directly.
  • Thanks for both of these comprehensive responses.
  • You're very welcome.  Like I said if you find you have any more specific questions please feel free to ask and I will do my best to answer them. :)
  • edited April 13
    @ntozier Have you ever considered Agent-User hybrid accounts? We use osTicket a lot internally (in large part as a means of reducing reliance on email and total incoming email quantity) but one of the biggest problems I'm running into is not being able to create a ticket where an Agent is the User.

    Since we are trying to limit emails, the only notifications we have turned on are to let clients know when we ticket is created for them and when someone responds to a ticket they participate in. Sure, we could just have everyone have a User and an Agent account, but, at that point, why not just send an email?

    Anyway, I love what you guys have done with this platform and the innovation/open source environment you foster here.
  • edited April 17
    Hi all,
    I'm brand new here, so no shouting!  :-)    If anyone is interested, I have just started the journey by installing v1.10 on a Pi Zero, then transferred to an ancient Pi Model B, running SSL and VNC.  Performance seems fine until now.


    I love this package, and I've just installed on a Raspberry Pi, which works really well.  Could I ask for a couple  of pointers related to this thread?

    1) For a small team application (4-persons supporting c.30 franchise holders, no public access), what things should I configure in/out to simplify life?  
    2) I'm considering using osticket as a simple workflow tool (Attach Order, Send, Receive Order, Ship Order)  Would Tasks be more appropriate than Tickets for this piece of the operation?
    3) Can I configure to not require the "Lookup/Create User" step, as we would normally have Agents raising tickets for themselves only ?  

    Once again, I love this product!

    Tony
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