Member Avatar for MaddTechwf

I've been scowering the web for a good 3 hours this morning looking for an alternative to our OSTicket installation. I've looked at quite a few items. I have some requirements that I'm basing my selection on.

  • LDAP Integration (Not a deal breaker)
  • Email Notification (When an ticket is recieved, and when a ticket is updated)
  • Email Ticket Submission
  • Nice looking interface
  • Prefer someting open source if possible but willing to spend some money if I have to.
  • Just have about 6 techs (3 at all times)
  • I really want to be able to host this internally and not have to use a third party solution.
  • 3 Contributors
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  • Latest Post Latest Post by reconnect

Dani AI

Generated

— since you already tried osTicket and pointed to OTRS, here are a few other self‑hosted options to try side‑by‑side and why they matter:

Zammad — modern, responsive UI and straightforward LDAP/email setup.
Request Tracker (RT) — very flexible workflow and mature automation for complex routing.
GLPI — combines helpdesk with asset/inventory if you want CMDB features later.

Quick evaluation checklist to run in a short pilot (one VM or Docker instance each):

  • Verify authentication: test LDAP bind/search and encrypted LDAP (TLS/LDAPS).
  • Validate mail flows: inbound (IMAP/pipe) and outbound (SMTP) plus notification templates and threading.
  • Exercise agent UI: multi‑agent views, concurrent ticket handling, simple macros/quick replies.
  • Automation and SLAs: triggers, escalations, and reporting you can actually use.
  • Export/import and API: confirm you can move tickets, users and attachments (CSV/API) or preserve IDs.
  • Ops: backup/restore, upgrade path, DB size for attachments, and available Docker images or packages.

Migration and deployment notes:

  • Export a representative slice of osTicket data and import to your chosen candidate to see mapping pain points (custom fields, attachments).
  • Set up SPF/DKIM and monitor deliverability before going live.
  • Lock down admin interfaces, use TLS for web and LDAP, and schedule regular backups and updates.

Tradeoffs: RT/OTRS are powerful but heavier to operate; Zammad/GLPI are faster to stand up and friendlier for small teams. Run two pilots for a week and pick the one that minimizes daily admin while giving the automation you need.

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Member Avatar for stultuske

not really the right place to ask this, I guess.

Member Avatar for reconnect

Hello Stultuske,
Maybe this is what you are looking for, don't get confused there is a free and a paid version
http://www.otrs.com/en/

Its a lot of work but then you have something.

Paul

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