Find your fit
Who it is for
An internal IT desk handling access requests, software installations and hardware incidents can use GLPI to give each request an owner and history. Asset links are especially useful when the technician needs to see the equipment involved.
A support team with recurring request types can offer service forms and knowledge articles to help users provide the right detail at intake. Managers can then inspect workload and resolution patterns rather than relying only on an inbox count.
The work it supports
Core capabilities
Structured intake and routing. GLPI centralizes web and email requests, while a service catalog and form builder guide users. Tickets can be categorized, prioritized and assigned to a technician or team. Start with a few common request types before creating many forms and rules.
Work rules and targets. Assignment rules, pending reminders and status changes can reduce repetitive queue work. SLAs and OLAs define response and resolution targets by request criticality; test those rules on sample tickets so escalation matches the team's actual hours and ownership.
Asset context. A ticket can be associated with the device, software or user involved. The inventory records details such as components, software and operating system, and the GLPI Agent can keep inventory updated. Validate discovery and permissions before relying on asset-linked ticket history.
Self-service and knowledge. Users can submit requests through a portal and find answers in a knowledge base. Assign an owner to each article so old instructions do not become a second source of tickets.
Reporting. GLPI describes indicators for resolution time, workload, ticket categories and post-request satisfaction. Choose a few measures tied to service goals and review the underlying ticket definitions before comparing teams.
Version planning. For teams upgrading to GLPI 12, current migration guidance flags knowledge-base visibility and plugin compatibility. Test those details in a copy or staging environment before moving a production helpdesk.
Understand the offer
Pricing and getting started
The open-source GLPI core can be downloaded and self-hosted without a license fee or a user-count limit. That route still requires an organization to operate hosting, upgrades, backups and its support process.
GLPI Network Cloud is a separately paid, publisher-managed hosting option; the current offer describes included updates and backups. Check the current tier, storage, user definitions and service terms before comparing its price with self-hosting.
A GLPI Network subscription can also provide direct publisher support for self-hosted or Cloud deployments. The plugin page separates supported community plugins and subscriber-only plugins, so confirm whether any planned extension needs that subscription.
Look a little closer
Before you choose
Pilot one service request from submission to closure and link it to a known device. Check what the requester sees, what the assigned technician sees, and whether the asset detail is accurate enough to help resolution.
Before switching on automatic assignments or targets, test urgent and routine tickets with the real support schedule. Misrouted tickets and unrealistic SLA clocks can produce more noise than value.
Choose the operating model deliberately: free self-hosting gives control but requires local administration; Network Cloud includes managed operations; Network support and exclusive plugins can add paid scope to either route.
If migrating an existing GLPI instance, review the GLPI 12 notes for knowledge-base permissions and plugin compatibility, then keep a tested rollback path. A new installation can instead start with clean article access and a small extension set.
6 distinct sources behind this profile. Research observed Oct 18, 2026. Features and offers can change.
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