What would be the optimal ticketing system with the following conditions:

[Deleted user]

Requirements for ticketing system:

• Ability to create SLA calendar with KPI for tasks and reports for them;
• Auto-replier based on specific rules (e.g. thank you for your email. we'll get back to you soon, etc);
• Knowledge Base (internal and/or external);
• Ability to define responsible person, and to prioritize tickets on request;
• Ability to create portal with individual accesses for each clients, so each client will see only own tickets (I would like to avoid separate accounts in Jira as they will probably cost to much);
• Ability to integrate requests with Jira tasks so for example different tickets can have the corresponding Jira tasks assigned to them.

I was reviewing your options such as IT/ General/ Customer Service Management templates. However, I'm not sure if any of those include all of the points above. Even if they do not have such options individually, please advise if third-party tools can be used along with these templates.

Currently our client base is in 50-100 but we plan to have this number roughly doubled in 2022. So we are looking to a program that is also future-proof and upgradable within.

[Fabian Lim · Accepted solution]

Hi @[deleted]

Any of the jsm options will work for the points you stated. The templates have predefined issue types, workflows and screens. The it template basically has more it related requests such as change request and access permissions.

It depends on the type of requests you are trying to manage. At the end of the day you will have to customize it to meet your needs. The workflows in the templates, I find them a too complicated, but start with them and modify them accordingly.

Cheers

[Daniel Ebers]

Hi @[deleted]

as Fabian said the functional requirements are covered by Jira Service Management - and Iago surely has also a point when he says a comparison is unlikely to happen here in Atlassian Community.

You could ask a neutral partner (mostly a consulting company) what their experiences with different solutions are and what probably fits your scenario best.

Apart from that there are considerations like

• did the users work with Jira in the past (this would be a plus!)
• which solution fits best your planned budget?
• which solutions looks the most appealing to users (they are who needs to work in it every day)

What I can share in the end is that you simple could test Jira Service Management for 7 days (Standard or Premium plan) for free to see if it matches your needs:

https://www.atlassian.com/de/software/jira/service-management/pricing

Regards,
Daniel

[Iago Docando]

Hi there :)

Not that I don't wat to help you... but I believe launching that question in a product specific site might be pointless...

I mean, I don't expect anyone here to tell you ZenDesk is the better ticketing tool out there, as I don't expect anyone in the ZenDesk forums to tell you you should go ahead and try Jira out. Don't you think? Not because either group are fanboys but because that's what each of us know and are confortable with.

Best of luck though.