[NBLUG/talk] [nblug] Help with locating good software

Matt Kirk mkirk at sonic.net
Tue Oct 14 08:11:28 PDT 2008


> I'm trying to find some good help desk / trouble ticket software.  My
> team has increased from 2 people to 8 and it's no longer feasible to
> just shout "hey I'm going to take care of ..."  We need something
> centralized and web based.  What I am looking for is something that  
> does
> at least the following:
> Web based
> Trouble ticket tracking system.
> Either a front page with the ticket submission or the ability for the
> customer to enter in name/location/contact info on each ticket (they
> move about quite often).  What I'm trying to say is that I don't  
> want a
> single set of contact info and that is all we have to go on to get a
> hold of whom ever entered the ticket.
> A searchable knowledge base of ticket problems/solutions (it would be
> nice if the program asked if you want to submit the solution into the
> database, we really don't need "trained customer" 100 times).
> A project management portion.  Nothing so grand as something like M$
> Project, just a different ticket type that can be open ended and allow
> for constant updates.

RT, Kayako eSupport or OTRS are available and can do most, if not all  
of what you need.

Kayako is a commercial support product but OTRS and RT are open source  
projects.  However, Kayako will provide most of the source for you to  
modify if you want.



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