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-   -   Trouble Ticket (helpdesk) Software Recommendations? (http://www.genmay.com/showthread.php?t=682753)

Zyzzyva100 10-13-2006 03:20 PM

Trouble Ticket (helpdesk) Software Recommendations?
 
I am sure there are people here familiar with this type of software. I however, I am not, and can't seem to find what I want.

I do tech support for my department at school, and have gotten sick of the fact that people can't just email me with a description of the problem. So, the department chair and I decided that we should setup a ticketing system, and only reply to properly filled out requests through that.

Today I took the time to get php and mySQL setup and working today, and was planning on just buying phpsupporttickets, but their damn site is broken and you can't actually purchase anything from them right now (nor have they bothered to respond to my emails).

So, does anybody know of anything else out there that offers basic trouble ticket functionality? I really don't need much, just the ability to use an external SMTP server (the university's) for mailed me about new requests, and ideally the ability to have it email different people depending on the category of request (or at least the ability to assign different techs to different tickets). Most everything I have found includes waaaaaaaay more functionality that I don't need. I just want something that forces the users to actually describe the problem, and keeps track of everything (thus keeping them from calling my cell phone all the time - I don't get paid enough for that shit).

Something that is platform independant would be nice (PHP etc) since our linux webserver is ancient and a pain to update since its such an old kernel version. Thus I have been using our much newer fileserver to run the program that I found which was free, but it turned out to suck.

Androo 10-13-2006 05:03 PM

More (way more) functionality than you need, fairly expensive, but it's a nice product:

[url]http://www.kayako.com/index.php[/url]

Free and simple:

[url]http://downshift.org/code.php[/url]
[url]http://www.phpsupporttickets.com/[/url]

Typhoon43 10-13-2006 05:12 PM

I've only worked with Intuit TrackIT and Remedy. Neither are cheap, but work very well.

vexter 10-13-2006 05:36 PM

We use trackIT. If you are a one man outfit, then all you need is a word document for "IS Requests" and have them email that to your "helpdesk mailbox" You can even set up auto replys for properly formated subject lines so your users can feel "cozy" knowing thier message was received..

Zyzzyva100 10-13-2006 06:52 PM

Well phpsupporttickets is what I would really like to use, but they don't seem to reply to emails, and you can't download the older free versions anymore (which work just fine, I installed it from fantastico on my website). Thanks to the current administration killing so much funding for higher education and research, there is very little money around for IT. I can justifiy 40 or 50 bucks, but thats it.

I guess I will just have to keep searching.

VanFanel 10-13-2006 07:23 PM

Not SAP that's for sure.

kooshball 10-13-2006 07:52 PM

the department im at uses RT, the school uses remedy. i'm not a big fan of remedy since it crashes a lot, not sure about RT

Zyzzyva100 10-13-2006 07:54 PM

Yea, no kidding, I hear enough bitching about that from my dad, and get to deal with peoplesoft myself.

If anybody has any idea where I can find a download of phpsupporttickets (pre 2.0 is free from what I can tell, so nothing illegal) I would really appreciate it.

furious_wombat 10-14-2006 02:08 AM

Another vote for RT ([url]http://bestpractical.com/rt/[/url]). _Excellent_ piece of software.

Packhead 10-14-2006 06:22 AM

I like [url=http://helpdesk.centralmanclc.com/]Helpdesk Issue Management[/url] -- Development on it seems to have stopped.. but I upgraded it for the school system I work in, and the thing is great. It's simple enough that we really didn't have to teach anyone how to use it -- it provides excellent reporting, very very quick and lightweight, and like I said: it's simple enough for the end user, but advanced enough for IT.

failure 10-14-2006 07:35 AM

We use CSupport at work. [url]http://www.gwi.com/[/url]

tp1234 04-14-2016 06:00 AM

:)

ClarenceKeith 09-29-2016 10:55 PM

Thank you guys...

voidme 11-16-2016 11:11 PM

[QUOTE=Zyzzyva100;19672863]I am sure there are people here familiar with this type of software. I however, I am not, and can't seem to find what I want.

I do tech support for my department at school, and have gotten sick of the fact that people can't just email me with a description of the problem. So, the department chair and I decided that we should setup a ticketing system, and only reply to properly filled out requests through that.

Today I took the time to get php and mySQL setup and working today, and was planning on just buying phpsupporttickets, but their damn site is broken and you can't actually purchase anything from them right now (nor have they bothered to respond to my emails).

So, does anybody know of anything else out there that offers basic trouble ticket functionality? I really don't need much, just the ability to use an external SMTP server (the university's) for mailed me about new requests, and ideally the ability to have it email different people depending on the category of request (or at least the ability to assign different techs to different tickets). Most everything I have found includes waaaaaaaay more functionality that I don't need. I just want something that forces the users to actually describe the problem, and keeps track of everything (thus keeping them from calling my cell phone all the time - I don't get paid enough for that shit).

Something that is platform independant would be nice (PHP etc) since our linux webserver is ancient and a pain to update since its such an old kernel version. Thus I have been using our much newer fileserver to run the program that I found which was free, but it turned out to suck.[/QUOTE]


You can easily adapt the software that runs forums like this as a trouble ticket platform.
Most multinational companies have less functionality than this forum

Gabe 04-01-2017 06:52 PM

[QUOTE=furious_wombat;19676758]Another vote for RT ([url]http://bestpractical.com/rt/[/url]). _Excellent_ piece of software.[/QUOTE]

I like this one also!


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