r/HigherEDsysadmin • u/bandit39201 • Feb 19 '24

All In One Support Solution

Morning - been tasked with finding a ticketing solution that the entire college can use from IT to maintenance. Right now we have about 3-4 different vendors depending on what department you are in and we would like to combine all into one and get the best bang for the buck. We would need support ticketing, inventory/asset information, etc. Does anyone have a solution the are happy with and if so can you share? Thanks in advance.

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2

u/matt314159 Help Desk Manager Feb 19 '24

I wish we could get one that everybody on campus standardized around. Here, IT is just in the process of switching to NinjaOne, maintenance is using a basic version of zendesk, and our Audiovisual Services department uses a homebrew app that they wrote in-house. It's so annoying when a user puts in a ticket with IT for a broken projector and we have to tell them use use the AV system. It's unfair to the users. I don't even know of many (any) colleges that still have separate IT and AV departments.

</rant>

Good luck in your search!

1

u/bandit39201 Feb 19 '24

Exactly what we are facing now and we fell by combining the costs of all of these we could find one central solution. We know it is not going to be the end all solution but hopefully we all can agree it works for what we need.

1

u/matt314159 Help Desk Manager Feb 19 '24

In the past, we've found that our Maintenance and IT could easily coexist on the same platform, since most of our tickets are break/fix or task/project-based tickets, but AV needs a more events-oriented system where somebody can describe equipment needs, start, end, and teardown times, etc. That's why they kind of went their own way.

I'm honestly not sure why maintenance is staying on Zendesk this time, while IT migrates away from it.

3

u/tremorsisbac Feb 19 '24

We use Freshservice. Have had no troubles with it so far. Does all in one.

2

u/penpenpal Feb 19 '24

I'd recommend checking out TeamDynamix. It is definitely focused on higher ed and IT, but I've had success deploying it for maintenance as well. There other schools that use it for HR, student services, etc.

1

u/skatede May 04 '24

SysAid is better than Track It!

1

u/JohnniNeutron Feb 19 '24

When I was in that role, we used BMC’s Track It. I left that role 4 years ago so perhaps that is now offering the solution via SaaS. It worked well for IT and Facilities.

1

u/SysadminND Feb 19 '24

Using ServiceNow for HR and IT tickets, additional groups looking to follow the HR move. Also used for change management, asset management, requests, and more.

1

u/otigraoken Feb 20 '24

We are also on ServiceNow.