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What is GLPi?

Industry Specialties: Serves all industries

GLPi is a help desk software solution designed to streamline IT service management and provide efficient support to end-users. It's particularly suitable for organizations seeking a comprehensive and customizable help desk solution. Its robust features include ticket management, asset tracking, knowledge base, and reporting capabilities. GLPi enables IT teams to manage incidents, requests, and changes effectively, improving operational efficiency and user satisfaction.

The software offers significant benefits, including enhanced incident resolution, reduced support costs, and improved IT governance. Its user-friendly interface and customizable workflows allow organizations to tailor the system to their specific needs. GLPi integrates with other tools, such as LDAP and Active Directory, ensuring seamless data exchange and improved collaboration.

Compared to similar products, GLPi stands out with its open-source nature, which offers flexibility and cost savings. It's highly scalable and can be deployed on-premise or in the cloud, providing deployment options to suit various organizational requirements. The software's active community provides ongoing support and regular updates, ensuring continuous improvement and alignment with evolving industry standards.

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#27

GLPi is ranked #27 in the Help Desk Software product directory based on the latest available data collected by SelectHub. Compare the leaders with our In-Depth Report.

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GLPi Pricing

Based on our most recent analysis, GLPi pricing starts at $17 (Per User, Monthly).

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Price
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Starting From
$17
Pricing Model
Per User, Monthly
Free Trial
Yes, Request for Free

Training Resources

GLPi is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for GLPi:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

GLPi Benefits and Insights

Why use GLPi?

Key differentiators & advantages of GLPi

  • Streamlined Ticketing System: Efficiently manage and track all support requests from a centralized platform, ensuring prompt response and resolution.
  • Improved Collaboration: Foster teamwork and knowledge sharing among support staff, allowing them to collaborate effectively on complex issues and provide consistent solutions.
  • Enhanced Customer Satisfaction: Provide exceptional customer service by quickly resolving issues, reducing downtime, and improving communication with users.
  • Increased Productivity: Automate routine tasks, streamline workflows, and empower support teams to handle more requests in less time, boosting overall productivity.
  • Reduced IT Costs: Optimize IT resource allocation, reduce the need for additional staff, and minimize downtime expenses by resolving issues efficiently.
  • Improved Asset Management: Track and manage IT assets, including hardware, software, and licenses, ensuring optimal utilization and reducing unnecessary purchases.
  • Enhanced Reporting and Analytics: Gain valuable insights into support performance, identify trends, and make data-driven decisions to improve service delivery.
  • Flexible Customization: Tailor GLPi to your specific business needs, adapting it to unique workflows, user roles, and reporting requirements.
  • Open Source and Community Support: Leverage the benefits of an open-source platform, access a vast community of experts, and contribute to its ongoing development.
  • Proven Reliability: Trust in a solution that has been successfully implemented in organizations of all sizes, ensuring stability and peace of mind.

Industry Expertise

GLPi, an open-source help desk software, excels in the IT industry. It seamlessly integrates with ITIL best practices, offering asset management, service desk management, and incident tracking capabilities. GLPi's customizable workflows and reporting tools empower IT teams to streamline processes and enhance service delivery. It's ideally suited for organizations seeking a comprehensive and cost-effective help desk solution that aligns with their IT service management framework.

GLPi Reviews

Average customer reviews & user sentiment summary for GLPi:

User satisfaction level icon: excellent

48 reviews

90%

of users would recommend this product

GLPi has a 'excellent' User Satisfaction Rating of 90% when considering 48 user reviews from 2 recognized software review sites.

Synopsis of User Ratings and Reviews

Based on an aggregate of GLPi reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

  • Intuitive Interface: GLPi's user-friendly interface streamlines ticket management, making it easy for help desk teams to navigate and resolve issues quickly.
  • Comprehensive Features: GLPi offers a robust suite of features, including ticket tracking, asset management, knowledge base, and reporting, meeting diverse help desk requirements.
  • Customization Options: GLPi's customizable fields and workflows allow help desk teams to tailor the software to their specific processes, ensuring a seamless fit.
  • Open Source Platform: As an open source solution, GLPi is free to use and modify, providing flexibility and cost savings for help desks.
  • Strong Community Support: GLPi boasts an active user community and extensive documentation, offering ample support and resources for help desk teams.

Cons

  • Poorly Designed Interface: Users complain about a cluttered and unintuitive interface that makes it difficult to navigate and find the necessary information quickly.
  • Limited Customization Options: Users have expressed frustration with the limited ability to customize the software to meet their specific needs, leading to a lack of flexibility.
  • Inconsistent Performance: Users have reported issues with slow loading times and occasional system crashes, which can disrupt workflow and cause delays.
  • Lack of Mobile Functionality: Users have noted the absence of a dedicated mobile app, making it inconvenient to access the software while on the go.
  • Insufficient Reporting Capabilities: Users have complained about the limited reporting features, which hinder their ability to generate comprehensive reports and analyze key metrics.

Researcher's Summary:

Users of GLPi praise its open-source nature, which allows for customization and integration with other systems. They also appreciate its comprehensive feature set, including ticket management, asset tracking, and knowledge base. GLPi is often compared to proprietary solutions like ServiceNow and Jira Service Management. While these paid options offer more advanced features, GLPi's strengths lie in its cost-effectiveness and flexibility.

Differentiating factors include GLPi's strong community support and its ability to handle complex IT environments. For example, users highlight its robust reporting capabilities, which enable them to track key metrics and identify areas for improvement. Additionally, GLPi's open-source nature allows users to tailor the software to their specific needs, making it a highly adaptable solution.

GLPi is best suited for organizations seeking a cost-effective and customizable help desk solution. Its open-source nature and strong community support make it an ideal choice for businesses with limited budgets or those requiring a tailored approach to IT service management.

Key Features

Notable GLPI features include:

  • Multi-company support: Manage multiple companies and their assets from a single interface.
  • CMDB integration: Integrate with ITIL-compliant CMDBs to track assets and configurations.
  • Self-service portal: Empower users to create and track tickets, access knowledge base articles, and view service catalogs.
  • SLA management: Set and track service level agreements (SLAs) to ensure timely ticket resolution.
  • Automated workflows: Create automated workflows to streamline ticket handling, reduce response times, and improve efficiency.
  • Reporting and analytics: Generate comprehensive reports and dashboards to analyze performance, identify trends, and make informed decisions.
  • Mobile access: Access GLPI on the go with the mobile app, allowing technicians to manage tickets and knowledge base articles remotely.
  • Open source and customizable: Customize GLPI to meet specific business needs with open-source code and extensive plugins.
  • User-friendly interface: Navigate GLPI with ease thanks to its intuitive and user-friendly interface, designed for both technicians and end-users.
  • Active community support: Benefit from a large and active community of users, developers, and contributors providing support and resources.
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