Hive Technology offers their eponymous project management and process management application, providing integrations with many popularly used applications for productivity, cloud storage, and collaboration.
$12
per month per user
osTicket
Score 8.0 out of 10
N/A
osTicket is an open-source help desk / ticketing platform that can create inquiries online, through email, and through phone calls.
Hive is a powerful tool for data analysis and management that is well-suited for a wide range of scenarios. Here are some specific examples of scenarios where Hive might be particularly well-suited: Data warehousing: Hive is often used as a data warehousing platform, allowing users to store and analyze large amounts of structured and semi-structured data. It is especially good at handling data that is too large to be stored and analyzed on a single machine, and supports a wide variety of data formats. Batch processing: Hive is designed for batch processing of large datasets, making it well-suited for tasks such as data ETL (extract, transform, load), data cleansing, and data aggregation.Simple queries on large datasets: Hive is optimized for simple queries on large datasets, making it a good choice for tasks such as data exploration and summary statistics. Data transformation: Hive allows users to perform data transformations and manipulations using custom scripts written in Java, Python, or other programming languages. This can be useful for tasks such as data cleansing, data aggregation, and data transformation. On the other hand, here are some specific examples of scenarios where Hive might be less appropriate: Real-time queries: Hive is a batch-oriented system, which means that it is designed to process large amounts of data in a batch mode rather than in real-time. While it is possible to use Hive for real-time queries, it may not be the most efficient choice for this type of workload. Complex queries: Hive is optimized for simple queries on large datasets, but may struggle with more complex queries or queries that require multiple joins or subqueries.Very large datasets: While Hive is designed to scale horizontally and can handle large amounts of data, it may not scale as well as some other tools for very large datasets or complex workloads.
For beginning smaller companies that are in need of partially automating their incoming requests this product is easy to set up and will assist in structuring these request[s]. These requests can come in via email/phone or web portal. For companies that are beginning to streamline their support procedures, this tool can be a first step into automating part of these processes. This is also how user[s] should see it. It is merely a tool that can assist in structuring the incoming request flow the rest still has to be fit into business processes.
Simplicity, it offers a clean environment without risking the outcome. An example of this are the timesheets that allow a fast way to keep track of progress
Interaction, the different options make it faster and easier to interact and collaborate in the development of a product. An example of this would be Hive Notes for meetings
The different visualisations it offers allow to explore the best ways to affront your projects. I really like the Gantt mappings view to understand who can be contacted at each point
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).
I am familiar with osTicket and this allow me to teach all the staff and support them whenever they have any concern regarding the usability and following processes.
Our CSR is easily accessible and they have support built into the app itself. They also have a pretty robust support site. We also took advantage of the free trial and learned so much by putting Hive through the paces and figuring out the best way to mold it to our needs.
Hive is a bit different than Jira and Monday, which I used mostly. Overall does a great job managing project and helps with team communication. Removes dependency of asking team members for updates by going to conference rooms. With Hive, the team updates the status, and we can easily track it.
osTicket has proven to be a very useful tool for the team to help support the business. Open-source was the right price point and self-hosting as mentioned was quite important (however I believe that osTicket does have a hosting solution available if needed). Jitbit was a close contender but didn't like how it doesn't separate people submitting tickets from users acting as agents. So all in quite happy with the choice.
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.
