GLPi

Avantages

The best tool of all, for the management of Tickets. With its update to 9.3 it took a giant leap with the administration of Racks, excellent visual implementation of the rack and the equipment that is there, easy to manage and manage.

Inconvénients

The few shortcomings that you have been able to perceive in each version, always solve them and bring much more improvements with each version, there is a large community that supports and helps the continuous improvement of the tool

Avantages

La facilidad de implementación y utilización.

Inconvénients

Complejidad de carga masiva e importación.

Avantages

Free, easy to deploy and configure. You can even add support ticket management by linking it to the Active Directory.

Inconvénients

There is sometimes too many information on the screen.

Avantages

Very extensive functional modules, regular system updates, good product support. Intuitive system operation.

Inconvénients

The system accelerated and became even more readable.

Avantages

a lot of features are integrated, we can track tasks and assign them to a ticket, manage the inventory and other cool stuff

Inconvénients

It's not totally translated and not all the documentation is finished.

Being able to define our own hardware would be nice

Avantages

The hability to support multiple organizations in an easy workflow with business rules

Inconvénients

Not being able to use a mailbox per customer (Entity)

Alternatives envisagées 

Pourquoi passer à GLPi

Avantages

If you need a services desk software GLPI is an excellent option. It´s Open Source and you can modify the code.
You can set different entities, rules, SLA.
You can manage the IT inventory.

Inconvénients

Improve the reports module, the stats are not clear

Avantages

Disclaimer *GLPi partner*

This is a great tool combining (if you wish) IT inventory and Helpdesk. Of course you can use only one of them. It is important to emphasize you can do both, since I don't know any other product that allows this.

Just imagine inventory computers automatically and link tickets to computers, software, network equipment, printers.

It's extendable through plugins. For instance you can do Non-IT inventory (cars, rooms, you name it)

Inconvénients

GLPi is supported by the community. So, you can have your questions and needs solved or not. Fortunately you can contact a Teclib' partner and they will support, migrate or enhance the application regarding your needs.

Reporting is not that flexible out of the box, specially on terms of techs cost control.

Avantages

A flexibilidade de configurações que o sisteme permite facilita muito sua utilização no dia a dia. Toda vez que precisava-mos de algum ajuste de configurações, a mesma era executada com simples configurações.

Inconvénients

Não há nenhum comentário que poderia lançar contra esta aplicação. Utilizai esse sistema por ao menos 6 anos e não houve nada de o desabonasse.

Avantages

It is a very amicable tool visually besides that his fields and characteristics help you to take a control of the requirements and presented incidents and that correspond to your area, it is possible to associate the mail to create the ticket automatically, it is possible to take to him the follow-up of projects, the historical one of the ticket, the persons who interacted in the solutions of the same one, realizes the management of change and it is possible to take the inventory of materials and equipments of network.

Inconvénients

It is complicated to realize the safety adequacies for the different units, it is not possible to divide the units of agreement to name, all the ticket can be seen by several persons which is not suitable for areas of discharge manages

Avantages

It is very easy and simple to use, it allows you to track tickets from opening until they are closed, it is very complete since you can take control of each ticket opened, assign it to a group or user to give a solution, interact with both the client as with the technicians.
On the other hand, it allows to keep an inventory control of the companies' computer resources

Inconvénients

in the short time that I have been using it I have not found any irregularity that does not allow me to carry out any activity that I have done

Avantages

This tool has 2 main modules the inventory manager and the helpdesk. Both of them have a very user friendly frontend. Its allow you to optimize opertion costs and also administrate the support area.

Inconvénients

Don´t have any big problem so far. If you work in other lenguages there might be some translate mistakes.

Avantages

I have used GLPI for asset management and case support management. Both modules were easy enough to use and did the job.

Inconvénients

The interface can be a bit rough around the edges. I don't know if ours was badly configured but it was a little slow to access.

Avantages

Easy to use
great to manage issues with customers
can check status easy for client and for me
Lot of plugins to personalize

Inconvénients

at moment any one, i'm very satisfied with it

Avantages

I worked as a IT asset manager in the past and I've used GLPI to manage all IT equipment in large company (1500+ employees). The software was very helpful and customisable.

Inconvénients

The most difficult part of using the software was implementation and configuration- I had internal technical support especially to GLPI.

Avantages

It's been a while I'm using this software and I'm pleased to say that without any trouble i get my business solutions.

Inconvénients

Nothing to be advised they are doing great untill now.