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+--- Thread: Need support software for trouble tickets (/showthread.php?tid=81821)
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Need support software for trouble tickets - M A V I C - 07-25-2009
I need something, preferably opensource/free that I can use to track support requests and offer things like a knowledge base. Googling I found http://osticket.com/ and a couple others.
Anyone here have any suggestions or use any such systems? I'd prefer it be something that I host.
Re: Need support software for trouble tickets - AAA - 07-25-2009
Bugzilla. I believe my last conf call with Gartner it gets pretty good kudos. I just had to do some research from a negotiation perspective. Lowering a bid by like 85% takes research.
Re: Need support software for trouble tickets - M A V I C - 07-25-2009
Isn't bugzilla pretty much for developers? This is going to be more of a help desk for customers to submit support issues.
Re: Need support software for trouble tickets - AAA - 07-25-2009
Yes. My opinion is it is pretty techie. But one can wrap various interfaces around it, IIRC. That was one issue I brought up as well.
For me, in my opinion, that's the trade off with free/open stuff. I use a very expensive system, but I also get special treatment from my Costa Rican and Israeli vendor friends.
Re: Need support software for trouble tickets - M A V I C - 07-25-2009
I think that's a different audience. That's for software development and bug tracking. What I need is for customer service. Some of the open source ones are fairly well polished and seem to have the customer service side down.
Re: Need support software for trouble tickets - Markintosh - 07-26-2009
Can't you just direct all support requests to http://forums.macresource.com?
Re: Need support software for trouble tickets - ztirffritz - 07-26-2009
http://www.zenhelpdesk.com/
Re: Need support software for trouble tickets - Doc - 07-26-2009
Dunno about free solutions.
Some of the online services might offer reasonable rates for small groups.
Have you checked out BlueFolder's BlueService?
http://www.bluefolder.com/product/
Re: Need support software for trouble tickets - M A V I C - 07-26-2009
Markintosh wrote:
Can't you just direct all support requests to http://forums.macresource.com?
Ha! Yeah, well. I honestly stopped sending people here a while ago due to some moderation issues.
ztirffritz wrote:
http://www.zenhelpdesk.com/
Have you used them? I saw them in some google results (adwords)
The biggest issues or me it that it's ASP, not even ASP.NET. ASP.NET replaced ASP seven years ago. Plus I'd have to buy a MS SQL license to run it.
Doc wrote:
Dunno about free solutions.
Some of the online services might offer reasonable rates for small groups.
Have you checked out BlueFolder's BlueService?
http://www.bluefolder.com/product/
I'm not really interested in a service. I'd rather pay a $500 one time fee than $25/mo until the end of time. Plus you're completely at their mercy that they wont close up shop, get bought, migrate to something unusable... at least with a PHP solution I host myself, I can always host it and always maintain it.
Re: Need support software for trouble tickets - ztirffritz - 07-26-2009
We use HelpDesk Plus from AdventNet at work. It is very good. Not free though.