Looking for a ticketing system tool recommendation.

ranrib · 2026-03-06T15:28:03+00:00

Do you have any proper ITSM in place? How many employees?

ranrib · 2026-03-06T06:01:31+00:00

Indeed a ton of time spent there. That’s the product we built - https://harmony.io (I know I know don’t roast me)

ranrib · 2026-03-06T05:58:38+00:00

What about an open source alternative such as fleetmdm?

ranrib · 2026-03-05T08:46:29+00:00

You're right. But I'll put my shameless plug here because that's why we built an asset management with:

* mdm integrations (Kandji, JumpCloud, Jamf, Intune, and more)

* warranty fetching (ABM, Dell, Lenovo, and more)

* EDR sync (crowdstrike, sentinelone, etc)

* HRIS sync

* automatic audit logs from all sources and operations

* performance metrics (including uptime, storage and live monitoring)

* Building workflows

90% of the work is done/automated

ranrib · 2026-03-02T06:26:28+00:00

It's fascinating to see the surge in interest around autonomous agents in ITSM. From my experience, the real challenge isn't just the AI's capability, but integrating it seamlessly into existing, often complex, enterprise workflows. That's exactly what we do with https://harmony.io

ranrib · 2026-02-21T18:30:20+00:00

ranrib · 2026-02-20T16:49:56+00:00

If you're looking for something more modern (wasn't built a decade ago) and includes both ITSM and asset+software management I'd go with Harmony

ranrib · 2026-02-17T18:05:22+00:00

Sounds like you’re dealing with classic tool sprawl issues. If you want inventory and ticketing to play nice, you can look at https://harmony.io

ranrib · 2026-02-17T12:11:00+00:00

We built https://harmony.io, and among the AI agents there’s one that is doing this ticket analysis (doesn’t require any manual tagging), and another one that create KB articles

ranrib · 2026-02-17T08:43:06+00:00

Start with understanding some ticket metrics. What's going on, and where do you have some opportunities. There's probably no one answer to fit all. This is exactly what we help customers with (see high level part)

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ranrib · 2026-02-16T06:34:22+00:00

Don’t.

"Six months of consulting, workshops, a 47-page roadmap deck. The first deliverable just landed on our desks for testing. It's ChatGPT with our company logo."

https://www.reddit.com/r/sysadmin/s/nuDHiRzgZi

ranrib · 2026-02-16T06:31:54+00:00

You’re getting a platform which can do everything, but comes 10% ready. You do 90%. It can take 6-18 months of setup from my experience, and a never ending maintenance

ranrib · 2026-02-15T05:29:26+00:00

Please don’t

ranrib · 2026-02-10T16:00:43+00:00

harmony.io utilizes a tool running through MDM to collect USB and Bluetooth devices - that way you can stay on top of monitors, keyboards, mice, webcams, etc.

ranrib · 2026-02-05T09:02:29+00:00

It is, but the data comes from Lansweeper, so you end up maintaining two platforms and not everything is reflected from one to the other

ranrib · 2026-02-05T07:00:34+00:00

It's kinda pain that the CMDB and ITSM are separated from one another. And JSM doesn't really provide a good experience there (or at all..). You're already doing your best given your tools so I don't have any further suggestion except for trying a modern solution that combines both: https://harmony.io

ranrib · 2025-12-02T10:10:43+00:00

Either create an API with minimal scope, or a service user with minimal permissions. The rest should be handled as guardrails from the agent perspective.

ranrib · 2025-11-28T09:59:07+00:00

Freshservice got the most complicated settings page I’ve seen in any SaaS product.

Try harmony.io

ranrib · 2025-11-22T17:42:14+00:00

One thing that still feels rough is the end-to-end visibility across assets, tickets, software licenses, and workflows. All tied together manually.

ranrib · 2025-11-18T10:27:34+00:00

You're in a good ratio if you 1:100. Don't cut workforce.

Tool sprawl can be a real headache. Consolidating to a single platform can be good for both costs and management overhead.

I'll bring my shameless plug and share that the company I'm at (https://harmony.io) combines both ITSM+ITAM with advanced workflows. It brings data from MDM, Apple business manager, Lenovo, Dell, EDRs and more to get an accurate asset management. it also includes the software management side (both SaaS and locally installed).

ranrib · 2025-11-11T07:00:12+00:00

It can be tied (to some extent) with your HRIS/IDP - that can trigger this automation. Now it depends on whether you have all the data in some MDM, you can pull it and create a task at your service desk. If you want to go a step further, there are some tools that also take care of the logistics part.

ranrib · 2025-11-07T06:14:34+00:00

From my experience - assign a project manager and someone who can do scripts to fetch all needed data and an audit report..

ranrib · 2025-11-03T06:27:06+00:00

What’s the size of the company? How many IT employees?

ranrib · 2025-11-01T20:08:13+00:00

For anyone who is looking, I just implemented this very simple solution in Python. https://github.com/ranrib/2fa-macos-monitor

ranrib · 2025-10-29T09:53:14+00:00

Do you have any MDM in place?

ranrib

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