Asana vs osTicket

• Task Management - Being able to assign resources and time lines to specific activities
• Project Management - Being able to plan, execute and track project process using this tool
• Customizability - Being able to customize a solution that meets your needs or activity.

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• osTicket is extremely user friendly for end users and support agents. It's very easy for new end users to put in a service request. This aspect of simplicity is important because we don't have to train new users on how to put in service requests.
• Feature wise osTicket has everything you need without being overly complicated or cluttered. This is important for us because it allows for faster support times and happier end users.
• Lightweight and very reliable, osTicket uses PHP and MySQL. Setup is easy and it can be hosted internally or externally web hosed. Also, since it relies on PHP it gives you flexibility to use Apache, Nginx , Lighttpd , IIS, etc.
• Thriving community: the community behind osTicket is feature-wise. Which is very helpful if you have any questions.
• Best of all, osTicket is completely free and open source. While they do offer pair tier cloud-hosting and enterprise support. The free version offers all the features of the paid tiers (minus hosing and support).

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• I think there could be improved clarity around the different levels of Asana. For example, the resources available to paid accounts are not visible from the more basic accounts, so you're not aware that there are expanded options until you look in their knowledge base and see that they have additional features.
• Exporting projects - you can export a project into a csv, but it isn't pretty. This can be challenging if you'd like to have an archived project folder for open records requests.

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• Interface is fixed width and could stand to be re-written in a modern responsive style.
• The automation could be improved, there are filters and rules but no strict automation.

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• Asana helps improve productivity in the workspace by ensuring all team members know what projects/tasks they need to get done and by when.
• Asana helps team members stay focused on what needs to get done and allows cross collaboration between departments which greatly increases overall company productivity by not having to wait around for email responses.
• Asana is a good tool for project management and is easy to use, making it accessible for the whole company to use.

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• When we had a hosted version of osTicket, we were saving some time by having them work on our setup, but we were spending a lot. Switching to our own osTicket build from their open sourcing not only saved us money upfront but we actually spent LESS time developing because we knew our ideas and didn't have to explain them to another (unrelated) party.
• Creating our own ticketing infrastructure for institutional data requests has been a game changer for us. We have been able to interface with our enterprise email client and create a level of customization that meets our existing informational technology culture.

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