Hi all, At the moment I am looking for a new ticket system. Currently we are using a very old version of osTicket because of some accessibility issues. Which ticket system are you using in your daily work? And how accessible is it with screen readers? Is it free/open source? If not how much does it cost? Greetings and thanks to all who can write in, Simon
If accessibility is a deciding factor, I'd take a look at RT,
https://bestpractical.com/
-----Original Message-----
From: Eigeldinger Simon
Hi Chris,
Well as long as i can work with it, it should be fine.
I don't mind if it has an official accessibility certificate or not.
But as long as it is working for us.
I am the main ticket assigning and management guy in here.
So I need something that I can use without issues and see quickly which tickets are assigned or not.
Greetings,
Simon
-----Ursprüngliche Nachricht-----
Von: Chris Nestrud
Probably worth a look, they're a pretty old product in this space, and based
on the occasional RT tickets that I come across, their interface is classic
and functional.
-----Original Message-----
From: Eigeldinger Simon
Hi All,
I am the primary admin for our system at work. We use Manage Engine Service Desk Plus. I think there is a free level and it is mostly accessible. The only thing I have found issue with thus far for the most part is the service pack updating process. We did use OSTicket and the latest version is accessible. This was a fresh install I did for a client about a month ago.
Best,
Billy
-----Original Message-----
From: Chris Nestrud
Hi:
That's great that ServiceDesk is accessible now, we used it at a company I worked at about 20 years ago and it was horrible, and the people at Manage Engine were not too fun to work with. Of course being a Microsofty I kind of have to recommend Dynamics, although I do so mostly jokingly because I think a full Dynamics system is way overkill for what you're looking for. However, I've interacted with quite a few places using Service Now, and at least from the person filing the request's standpoint it seems pretty accessible, would that be more inline with what you need?
Ryan
-----Original Message-----
From: Billy Irwin
Hi Ryan,
Thanks for the info.
No i guess a newer version of osticket, request tracker or maybe the awesome support wordpress plugin might be the way i might go.
But will test everything i can.
Greetings,
Simon
Mit freundlichen Grüßen
Simon Eigeldinger
Organisation, Prozessmanagement, Informatik
Nebengebäude 1, OG1
Stadt Hohenems
Kaiser-Franz-Josef-Straße 4
6845 Hohenems
T: +43 5576 7101-1143 | E: simon.eigeldinger@hohenems.at | www.hohenems.at
Diese Nachricht und allfällige angehängte Dokumente sind vertraulich und nur für den/die Adressaten bestimmt.
-----Ursprüngliche Nachricht-----
Von: Ryan Shugart
Simon,
Could you possibly elaborate on what you are wanting to do with your ticket system? I've spent a lot of time evaluating different ones over the years and might be able to offer other suggestions.
Best,
Billy
-----Original Message-----
From: Eigeldinger Simon
Hi Billy,
So, now i have the list of some features we find useful for a ticket system:
usability/accessibility for screenreaders (doesn't need to be wcag or something), mail interface, ticket merge, maybe internal tagging/categorizing, simple admin and usability in general. Maybe also some custom fields.
Greetings and thanks,
Simon
Mit freundlichen Grüßen
Simon Eigeldinger
Organisation, Prozessmanagement, Informatik
Nebengebäude 1, OG1
Stadt Hohenems
Kaiser-Franz-Josef-Straße 4
6845 Hohenems
T: +43 5576 7101-1143 | E: simon.eigeldinger@hohenems.at | www.hohenems.at
Diese Nachricht und allfällige angehängte Dokumente sind vertraulich und nur für den/die Adressaten bestimmt.
-----Ursprüngliche Nachricht-----
Von: Billy Irwin
Hi Billy,
Thanks for the info.
Will have a look at the latest osticket version.
I found a new demo still being a little bit funky with dropdown lists and some buttons.
Though i can't see a version number somewhere in the admin panel.
So seems i might need to install a test system over here.
Thanks and greetings,
Simon
Mit freundlichen Grüßen
Simon Eigeldinger
Organisation, Prozessmanagement, Informatik
Nebengebäude 1, OG1
Stadt Hohenems
Kaiser-Franz-Josef-Straße 4
6845 Hohenems
T: +43 5576 7101-1143 | E: simon.eigeldinger@hohenems.at | www.hohenems.at
Diese Nachricht und allfällige angehängte Dokumente sind vertraulich und nur für den/die Adressaten bestimmt.
-----Ursprüngliche Nachricht-----
Von: Billy Irwin
Hi Chris,
Just had a look at the demo on
https://try.requesttracker.io/
They seem to have a interesting choice of dropdown list.
You need to open it with arrow down, then tab once then you can select items.
To close it hit enter.
Otherwise it seems to be pretty accessible.
Greetings,
Simon
Mit freundlichen Grüßen
Simon Eigeldinger
Organisation, Prozessmanagement, Informatik
Nebengebäude 1, OG1
Stadt Hohenems
Kaiser-Franz-Josef-Straße 4
6845 Hohenems
T: +43 5576 7101-1143 | E: simon.eigeldinger@hohenems.at | www.hohenems.at
Diese Nachricht und allfällige angehängte Dokumente sind vertraulich und nur für den/die Adressaten bestimmt.
-----Ursprüngliche Nachricht-----
Von: Chris Nestrud
participants (4)
-
Billy Irwin -
Chris Nestrud -
Eigeldinger Simon -
Ryan Shugart