I know of osTicket, are there any other more compelling help ticket systems?
My company wants to use one and I am researching them now.
I forgot to mention, I will need to install it on our servers...so SaaS (software as a service) doesn't work.
views:
4884answers:
10bug tracking software != help desk system.
belgariontheking
2009-06-02 19:23:23
Yes, I want a general help desk system, not a software bug tracking system...
2009-06-02 19:25:16
Just because it has "bug" in the name it doesn't mean you can use it to track help desk issues.
0xA3
2009-06-02 19:27:57
Whoever upvoted this should be ashamed. Shame on you.
belgariontheking
2009-06-02 19:28:20
joel, joelonsoftware.com. has a number of blogs on using his bug tracker to manage help desk....and more.
kenny
2009-06-02 19:36:56
The questioner asked for a Help ticket system, not a bug tracking solution.
Ibn Saeed
2009-07-13 00:55:25
bug tracking is functionally equivalent to ticket tracking
warren
2009-10-08 06:58:22
+1
A:
Here are a couple that look pretty decent:
Jon
2009-06-02 19:23:10
+8
A:
There is good information on Wikipedia at
Personally, I'm fond of Trac, which has the capability of integrating with subversion, so when you check in a file, if you say something like...
$ svn ci -m "automatically fix any broken dates in the input. fixes #87"
....then Trac will automatically add this comment and close bug #87 for you.
-1: The question was asking about customer support ticket tracking, not source code management.
Mark Renouf
2009-06-02 19:54:22
It will be used internally, among departments (not externally in relationship with other clients).
2009-06-02 20:15:12
The questioner asked for a Help ticket system, not a bug tracking solution.
Ibn Saeed
2009-07-13 00:55:24
+4
A:
"Best" helpdesk system is very subjective, of course, but I recommend Request Tracker (aka RT).
It has a default workflow built in, but is easily configured for alternate workflows using the "Scrips" and templates. Very extensible if you want.
freiheit
2009-06-02 20:21:02
+1, I've used this for a help desk. It offers transparency for the customers and if you have a staff willing to use the web interface to close the tickets, it works very well. I'm not very fond of Perl, but it works.
Andrioid
2009-06-02 20:33:05
+1
A:
It absolutely depens on what your goals are. The Bugzilla and Trac systems mentioned are nice but geared towards bug tracking, which is just very different from a tool you'd want to use in a helpdesk-type setup where end users would raise incidents.
If the latter is what you are looking for I'd suggest you take a look at OTRS which is a very capable trouble ticketing system. It also has ITSM extensions, which makes it able to support ITIL processes if you need to.
MichielB
2009-06-03 07:18:19
+1 Exactly right. Depends on what the goals are. I can recommend OTRS for end user helpdesk!
Lennart
2009-06-03 07:43:01
A:
You can check for AJ Helpdesk Script Software which is the best php based helpdesk script software.