Which help desk /support ticket solution?

Discussion in 'IT & Internet' started by sm1, Oct 12, 2008.

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  1. sm1

    sm1 UKBF Newcomer Free Member

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    Hi all,

    Just wondering which help desk/support ticket system anyone uses? Preferably looking for something that will allow tickets to be added via email and multiple users.

    Thanks :)
     
    Posted: Oct 12, 2008 By: sm1 Member since: Oct 19, 2007
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  2. Connexions

    Connexions UKBF Enthusiast Free Member

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    Posted: Oct 12, 2008 By: Connexions Member since: Aug 13, 2008
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  3. asonda

    asonda UKBF Big Shot Full Member - Verified Business

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    I recognise that ;), that seems to be a very good system btw
     
    Posted: Oct 12, 2008 By: asonda Member since: Jan 28, 2007
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  4. KM-Tiger

    KM-Tiger UKBF Legend Full Member - Verified Business

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    Posted: Oct 12, 2008 By: KM-Tiger Member since: Aug 10, 2003
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  5. sm1

    sm1 UKBF Newcomer Free Member

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    Cheers all - Jamie and Philip, I am afraid it's not for hosting so that wouldn't really be suitable as it's the whole lot with WHMCS.

    Cheers KM-Tiger - Unfortunately needs to run on Windows. Infact preferably an online system.

    Thanks so far! :)
     
    Posted: Oct 12, 2008 By: sm1 Member since: Oct 19, 2007
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  6. KM-Tiger

    KM-Tiger UKBF Legend Full Member - Verified Business

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    I've never really thought about it, but RT could probably be hosted on a VPS.
     
    Last edited: Oct 12, 2008
    Posted: Oct 12, 2008 By: KM-Tiger Member since: Aug 10, 2003
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  7. sm1

    sm1 UKBF Newcomer Free Member

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    Cheers but it seems a little bit too complex for what we need.

    I have considered http://osticket.com/ it looks quite good.

    Cheers
     
    Posted: Oct 12, 2008 By: sm1 Member since: Oct 19, 2007
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  8. Dwebs-Ltd

    Dwebs-Ltd UKBF Ace Full Member

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    Posted: Oct 12, 2008 By: Dwebs-Ltd Member since: Nov 29, 2007
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  9. Simon-M

    Simon-M UKBF Ace Free Member

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    Posted: Oct 12, 2008 By: Simon-M Member since: Nov 16, 2007
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  10. Carl-CSNM

    Carl-CSNM UKBF Newcomer Free Member

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    Posted: Oct 12, 2008 By: Carl-CSNM Member since: Apr 9, 2006
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  11. Interconnect IT

    Interconnect IT UKBF Ace Free Member

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    We use Mantis - Open Source, fast, simple and doesn't seem to trouble the server much.

    We haven't even bothered to customise it (we did for an earlier install, but ultimately it didn't really matter much) and it has the benefit for us of just working. Don't know about tickets by e-mail, however, and not even sure how you could implement that reliably. It does of course inform by e-mail.
     
    Posted: Oct 12, 2008 By: Interconnect IT Member since: Nov 15, 2007
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  12. mke

    mke UKBF Newcomer Free Member

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    Both RT and OTRS work well with email. Once configured properly, the MUA prints the email to the console interface of relevant team, so if it's support, and the customers have an address of [email protected] anything sent to that address will be flagged to the support team and one of them will pick it up in the same way as any other ticket.

    Of more interest to Stefan, probably, is that OTRS works on 'doze. It has many features including the ability to set up a FAQ section, knowledgebase and many other customer oriented facilities. The internals include the usual bug tracking, interanl discussion etc etc.
     
    Last edited: Oct 12, 2008
    Posted: Oct 12, 2008 By: mke Member since: Mar 21, 2008
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  13. sm1

    sm1 UKBF Newcomer Free Member

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    Posted: Oct 12, 2008 By: sm1 Member since: Oct 19, 2007
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  14. leemason

    leemason UKBF Big Shot Full Member

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    otticket looks interesting. I have used OTRS (www.otrs.org) in the past but ostecket looks to be simpler to setup.
     
    Posted: Oct 13, 2008 By: leemason Member since: Dec 11, 2006
    #14
  15. sm1

    sm1 UKBF Newcomer Free Member

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    Cheers Lee :)
     
    Posted: Oct 13, 2008 By: sm1 Member since: Oct 19, 2007
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  16. openmind

    openmind UKBF Big Shot Full Member - Verified Business

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    Currently Kayako but moving after three plus years to SmarterTools shortly...
     
    Posted: Oct 13, 2008 By: openmind Member since: Sep 6, 2005
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  17. sm1

    sm1 UKBF Newcomer Free Member

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    Cheers Phil - any reason why?

    Thanks! :)
     
    Posted: Oct 13, 2008 By: sm1 Member since: Oct 19, 2007
    #17
  18. 24x7 Exchange

    24x7 Exchange UKBF Newcomer Free Member

    369 70
    I use Support Center Plus from AdventNet. It's very powerful and free upto 5 users or something. They also have ServiceDesk Plus which is similar but aimed more at a customer services team. They have a whole catalogue of enterprise tools which are free for use by small businesses. I've been using them for years
     
    Posted: Oct 13, 2008 By: 24x7 Exchange Member since: Jul 31, 2007
    #18
  19. sm1

    sm1 UKBF Newcomer Free Member

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    Cheers - will take a look :)
     
    Posted: Oct 13, 2008 By: sm1 Member since: Oct 19, 2007
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  20. celldee

    celldee UKBF Newcomer Free Member

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    Hi,

    I use zendesk which is an online service. There is a free version that you can try to get a flavour.
     
    Posted: Oct 14, 2008 By: celldee Member since: Oct 3, 2008
    #20
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