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Joined 1 year ago
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Cake day: October 27th, 2023

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  • Don’t overlook the OS default options. Quick Assist in Windows 10+, Facetime can screenshare in MacOS/iOS devices. Not sure if there’s an android comparable.

    If you are running chromebooks or linux for family users then it makes sense to install a client.

    In my experience, this mitigates the issue of you managing software on devices and allows you to support even new/remote devices.

    This assumes you’re only doing ad-hoc support, and not making sure they are applying windows updates or maintaining other software updates on their behalf (which I do for my parents every 4th of July and Christmas gathering, everyone else can deal with their own).


  • Zammad may tick most of the boxes, though I’m not intimiately familiar with osTickets collaborator fuction. Zammad if others are on To/CC lines then when you “reply all” they stick with the ticket. THough in my install I see that it’s not easy to see who’s on a ticket. I’d be happy to let you be-bop around my home install sometime as a demo.

    It has organizations and they can be selectively shared. Though, I think it’s “all users can see all tickets within organization” or “all users can only see their tickets”. Not a “users can see theirs, managers only can see organization”.

    It’s a very polished interface, includes SSO integrations, and can be white labeled.

    Has email scraping, form submission, and API/webhooks, and some workflow automation funciton.

    It also has good agent-side support to have standardized signatures, response templates, and visibility on activity and some OK reporting.