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Zyzzyva100
 
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.
Old 10-13-2006, 02:20 PM Zyzzyva100 is offline  
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#1  

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

http://www.kayako.com/index.php

Free and simple:

http://downshift.org/code.php
http://www.phpsupporttickets.com/

Last edited by Androo; 10-13-2006 at 04:06 PM..
Old 10-13-2006, 04:03 PM Androo is offline  
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Typhoon43
 
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I've only worked with Intuit TrackIT and Remedy. Neither are cheap, but work very well.
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Old 10-13-2006, 04:12 PM Typhoon43 is offline  
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vexter
 
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..
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Old 10-13-2006, 04:36 PM vexter is offline  
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Zyzzyva100
 
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.
Old 10-13-2006, 05:52 PM Zyzzyva100 is offline  
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VanFanel
THERE IS NO DATA HERE - NONE AT ALL! \o/
 
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Not SAP that's for sure.
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Old 10-13-2006, 06:23 PM VanFanel is offline  
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kooshball
 
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
Old 10-13-2006, 06:52 PM kooshball is offline  
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#7  

Zyzzyva100
 
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.
Old 10-13-2006, 06:54 PM Zyzzyva100 is offline  
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furious_wombat
 
Another vote for RT (http://bestpractical.com/rt/). _Excellent_ piece of software.
Old 10-14-2006, 01:08 AM furious_wombat is offline  
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#9  

Packhead
 
I like Helpdesk Issue Management -- 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.
Old 10-14-2006, 05:22 AM Packhead is offline  
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#10  

failure
 
We use CSupport at work. http://www.gwi.com/
Old 10-14-2006, 06:35 AM failure is offline  
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tp1234
 
Old 04-14-2016, 05:00 AM tp1234 is offline  
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#12  

ClarenceKeith
 
Thank you guys...
Old 09-29-2016, 09:55 PM ClarenceKeith is offline  
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#13  

voidme
 
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Quote:
Originally Posted by Zyzzyva100 View Post
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.


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
Old 11-16-2016, 10:11 PM voidme is offline  
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#14  

Gabe
 
Quote:
Originally Posted by furious_wombat View Post
Another vote for RT (http://bestpractical.com/rt/). _Excellent_ piece of software.

I like this one also!
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Old 04-01-2017, 05:52 PM Gabe is offline  
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