Overview

GLPI covers more than incident intake: users can submit incident or request tickets, routed to a group, profile or individual, while teams manage problems, changes, planned work and recurring tickets. Approval workflows and SLA management make it relevant to organizations with structured service commitments, not just an informal support queue.

Its inventory reaches hardware, software and licenses as well as network equipment, certificates, domains, clusters and databases. Project workflows provide Gantt and Kanban views, with a knowledge base, reservations, reports and saved searches alongside them. That breadth can consolidate related IT operations, though a team that only needs ticketing may find the platform's wider scope unnecessary.

Key features

Ticketing and workflows: Assign tickets to groups, profiles or an individual; manage problems and changes, plan work, schedule recurring tickets, view statistics and create custom forms. This range supports formal processes, but teams should expect to configure around more than a simple request queue.
Inventory and projects: Track multiple asset classes, then connect day-to-day service work with project views, reservations, reports and saved searches. The range is useful to teams managing varied infrastructure in one place.
Access and integrations: Eight profile types and standard and self-service interfaces support different roles; the self-service interface is free for end users. Integrations include Azure/Entra ID, Google SSO, GLPI Inventory, webhooks, Active Directory, CAS and an API integration. External authentication can use LDAP, mail servers, CAS, X.509 certificates or web-server delegation.
Cloud security and backups: The cloud firewall permits HTTPS and blocks other protocols before traffic reaches instances. Public Cloud includes daily backups retained for 30 days; Private Cloud adds hourly incremental backups to daily backups.

Pricing

GLPI is freemium: on-premise use has no licensing fees and no limit on users or technicians. Public Cloud has a 45-day trial with no obligation and no credit card required. Cloud prices are per IT agent; the self-hosted GLPI Network plans are monthly and exclude VAT.

Plan	Price and limits	Best fit
Public Cloud	19.00 EUR per month per IT agent, from 1 billed agent; 5 GB disk, 20 MB maximum attachments, shared CPU/RAM and 97% annual availability.	A small team seeking quick setup and minimal maintenance. Shared resources and lower availability make it less suited to teams needing stronger service commitments.
Private Cloud	21.00 EUR per month per IT agent, minimum 25 billed agents; 50 GB disk, 20 MB maximum attachments, dedicated CPU/RAM and 99% annual availability.	Larger teams that value dedicated resources and higher stated availability. The 25-agent minimum makes it a poor fit for smaller groups.
Custom	Custom pricing.	For a cloud deployment needing terms outside the standard tiers.
GLPI Network Basic	100.00 EUR per month (excl. VAT); self-hosted, up to 10 technical staff, 500 assets, one production and one test instance, unlimited N3 support.	Smaller self-hosting teams that want support within a defined asset and staff cap.
GLPI Network Standard	300.00 EUR per month (excl. VAT); self-hosted, up to 50 technical staff, 5,000 assets, two production and two test instances, unlimited N3 support.	Organizations whose inventory or technical staff exceed Basic's limits.
GLPI Network Advanced	1000.00 EUR per month (excl. VAT); self-hosted, more than 50 technical staff, more than 5,000 assets, four production and four test instances, unlimited N3 support.	Larger deployments that need capacity beyond Standard.
GLPI Network Enterprise	4500.00 EUR per month (excl. VAT); self-hosted, unlimited assets and instances, priority N3 support and three places on official training courses.	Organizations needing uncapped assets and instances, with priority support and training included.
Custom Cloud	Custom pricing; custom availability, unlimited disk space and custom RPO/RTO.	Teams that need tailored cloud capacity or recovery objectives.

On-premise avoids licensing fees and user or technician caps, but the pricing page positions it for organizations with specific security or customization needs and an IT team. Cloud reduces maintenance; its attachment limit is 20 MB on both standard tiers, and the Public Cloud's 5 GB disk may constrain heavier inventory or documentation use.

Platforms

GLPI supports Android, API, Linux, macOS, self-hosted, web and Windows. Cloud and on-premise deployments address different operating preferences: cloud favors quick setup, while self-hosting suits organizations that need control over security or customization and can operate the environment.

Who it's for

GLPI is a strong candidate for IT departments that need ticketing, asset records and structured service workflows together, particularly where inventory spans more than endpoint hardware. Teams with formal approval or SLA processes can use its workflow breadth; organizations without dedicated IT capacity may prefer cloud over maintaining a self-hosted installation. A small support team seeking only a lightweight helpdesk should weigh that breadth against the simpler scope it actually needs.

Pros and cons

Pros: One platform covers tickets, problem and change work, broad asset inventory and project workflows, reducing the need to separate these functions across tools.
Pros: Free on-premise licensing has no user or technician cap, and the self-service interface is free for end users.
Pros: Private Cloud combines dedicated CPU/RAM with 99% annual availability and daily plus hourly incremental backups.
Cons: Private Cloud starts at 25 billed agents, so its dedicated resources and higher availability come with a steep minimum for smaller teams.
Cons: Standard cloud plans cap attachments at 20 MB; Public Cloud also has 5 GB disk and 97% annual availability.
Cons: Free on-premise licensing does not remove the operational need for an IT team to run the deployment.

Alternatives

For a different emphasis, IT Knowledge Base Software, IT Service Catalog Software, IT Change Management Software, IT Problem Management Software, IT SLA Management Software and CMDB Software are category starting points.

CompassDocs is worth considering when a self-hosted option with a free, unlimited-user community plan matters more than GLPI's full service-management scope. iTop is a free alternative with an unlimited Community plan for teams prioritizing a no-cost option. Jitbit Helpdesk is a paid alternative with a free trial for teams whose priority is a helpdesk product. Tango offers a free plan capped at five shared workflows and ten users per workspace, making it an option for smaller workflow-sharing needs rather than broad IT management. Matrix42 FastViewer is a paid option with a free trial. Scribe has a free plan for shareable, customizable documentation, a narrower fit when documentation is the need. Hudu is a paid option with a free trial and no user minimum on its monthly plan. Docusnap is a paid, locally installed IT inventory and documentation option.

Verdict

Choose GLPI if your IT team wants ticketing, service workflows and wide-ranging inventory under one roof, especially if free on-premise licensing and control over deployment matter. Look elsewhere if you need a lightweight helpdesk, or if a cloud team's attachment, storage, agent-minimum or availability requirements do not fit the standard tiers.

	GLPI	QueueDesk
Free plan	No	Yes
Free trial	Yes	No
Paid from	€19/mo	$79/mo
Open source	No	No
Platforms	Android, api, Linux, macOS, self-hosted, Web, Windows	Web
Free plan	No	Yes
SLA scope	—	both
Multi-level SLAs	—	Yes
SLA reporting	—	Yes

GLPI vs QueueDesk

GLPI

QueueDesk