ober Posted July 18, 2007 Share Posted July 18, 2007 So I've done a little research and I'm not too happy with any of the options available. So I'm wondering if any of you have used any open source ticket systems for handling client problems and if so, which one and are you happy with it? ??? EDIT: I'm leaning towards writing my own, but time is always an issue. I never have any of it. Quote Link to comment https://forums.phpfreaks.com/topic/60558-open-source-helpdesk/ Share on other sites More sharing options...
effigy Posted July 18, 2007 Share Posted July 18, 2007 Have you looked at RT? I haven't had much experience with it, but it looks promising. In fact, I'm waiting for IT to install it at work so I can try a few things. Quote Link to comment https://forums.phpfreaks.com/topic/60558-open-source-helpdesk/#findComment-301307 Share on other sites More sharing options...
ober Posted July 18, 2007 Author Share Posted July 18, 2007 Eh... that runs on Perl (I'm not 100% sure my hosting plan includes Perl) and it's definately overkill in terms of what i'm looking for. My host (ace-host.net) uses Kayako's eSupport platform (I think it's an older version or it's modded) and I love the simplicity of it from a customer perspective. I think in the end I'll probably end up writing my own because I can never find anything I'm comfortable with. The only open source product I've found that I'm happy with is Gallery (menalto). Quote Link to comment https://forums.phpfreaks.com/topic/60558-open-source-helpdesk/#findComment-301318 Share on other sites More sharing options...
steviewdr Posted July 19, 2007 Share Posted July 19, 2007 Again, these are probably quite big: bugzilla (aparently not that nice/intuitive of an interface) horde (has a rt built in, but has a lot of other stuff also. e.g. email etc.) perhaps you could extract the rt system out of it. -steve Quote Link to comment https://forums.phpfreaks.com/topic/60558-open-source-helpdesk/#findComment-302145 Share on other sites More sharing options...
ober Posted July 19, 2007 Author Share Posted July 19, 2007 We use bugzilla where I work. I love it, but that's not quite what I'm looking for. I use horde for my webmail through my host and I'm not crazy about that either. It's buggy and slow IMHO. Thanks for the suggestions! Quote Link to comment https://forums.phpfreaks.com/topic/60558-open-source-helpdesk/#findComment-302271 Share on other sites More sharing options...
neylitalo Posted July 19, 2007 Share Posted July 19, 2007 Mantis BT has served our purposes very well at work, and is my bug-tracking software of preference. Quote Link to comment https://forums.phpfreaks.com/topic/60558-open-source-helpdesk/#findComment-302287 Share on other sites More sharing options...
ober Posted July 19, 2007 Author Share Posted July 19, 2007 Well, I'm not really looking for a bug tracker. Again, that's a little overkill for what I'm considering. I just want a simple "post problem, see response" with various status and maybe a knowledge base I can build on. Thanks for the suggestion. EDIT: this is kind of what I'm leaning towards: http://www.troubleticketexpress.com/ or http://www.simpleticket.net/ (there was another one I have bookmarked at home that I can't find now) Quote Link to comment https://forums.phpfreaks.com/topic/60558-open-source-helpdesk/#findComment-302294 Share on other sites More sharing options...
jcombs_31 Posted July 19, 2007 Share Posted July 19, 2007 i say write your own. I've developed my own "work order system" that I use at my 9-5. You can add whatever features you like and personalize it for exactly what you need it for. Shouldn't really take that long to create. Plan out the DB and create a user interface and you're good to go. Quote Link to comment https://forums.phpfreaks.com/topic/60558-open-source-helpdesk/#findComment-302477 Share on other sites More sharing options...
ober Posted July 19, 2007 Author Share Posted July 19, 2007 Yeah... that's what I'm leaning towards. My problem is that I'd start working on something like this and end up writing 90 little features into it and never be happy with it. And I'd of course have to throw a bunch of tricky AJAX into it. That's my issue with my current CMS that I've been developing on and off for over a year. I try to get tricky with it and hit a brick wall from time to time and then keep plugging new stuff into it. I've written several modules for it already but by the time I get one to the point where I'm fairly happy, I realize there is something I could add to it or I realize there's another module that would be useful and so now I have like 10 open modules, none of which are completely finished. And then there's that "time" issue. Maybe I should stop sleeping... that's an extra 6-8 hours per day! Quote Link to comment https://forums.phpfreaks.com/topic/60558-open-source-helpdesk/#findComment-302513 Share on other sites More sharing options...
neylitalo Posted July 19, 2007 Share Posted July 19, 2007 And then there's that "time" issue. Maybe I should stop sleeping... that's an extra 6-8 hours per day! Ah, the great things we could do if that were an option... Quote Link to comment https://forums.phpfreaks.com/topic/60558-open-source-helpdesk/#findComment-302528 Share on other sites More sharing options...
jcombs_31 Posted July 19, 2007 Share Posted July 19, 2007 Well, I don't think you need to really get fancy with it, no need for ajax in my opinion. Quote Link to comment https://forums.phpfreaks.com/topic/60558-open-source-helpdesk/#findComment-302558 Share on other sites More sharing options...
ober Posted July 19, 2007 Author Share Posted July 19, 2007 Actually, there is. In Kayako's suite, when you start to type in the "problem" box, it will keep scanning the knowledge base for answers that match what you're typing. That has solved a few problems for me. Plus I know I'd find other valuable uses for it. Quote Link to comment https://forums.phpfreaks.com/topic/60558-open-source-helpdesk/#findComment-302559 Share on other sites More sharing options...
steelmanronald06 Posted July 19, 2007 Share Posted July 19, 2007 Buy Kayako? Quote Link to comment https://forums.phpfreaks.com/topic/60558-open-source-helpdesk/#findComment-302676 Share on other sites More sharing options...
ober Posted July 19, 2007 Author Share Posted July 19, 2007 Yeah.... you apparently missed the point of the thread. Quote Link to comment https://forums.phpfreaks.com/topic/60558-open-source-helpdesk/#findComment-302707 Share on other sites More sharing options...
steelmanronald06 Posted July 20, 2007 Share Posted July 20, 2007 haha! no, i was asking if you had to buy kayako. I could have sworn it is open-source. :-P try: http://sourceforge.net/projects/eticket i have it at: http://support.netgeekz.net/helpdesk/ Quote Link to comment https://forums.phpfreaks.com/topic/60558-open-source-helpdesk/#findComment-302935 Share on other sites More sharing options...
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