Help desk / Ticketing System

Ticket systems are commonly used in an organization’s to create and update, to resolve reported customer issues. A ticket system is computer software or web based package that manages and maintains lists of issues, as needed by an organization. There are 3 versions of tickets systems; paid version, custom version (only for one company) and the open source version. There is the List of free and open source Help desk/Ticketing System:

Spiceworks:is a pure powerhouse for a free application. IT staff will like that the ticketing system allows them to assign tickets to specific users, give due dates, add attachments, assign priorities, and more. The fact that this help desk and bug tracking tool offers more than you probably need should make up for it.

MantisBT:is the open source software that does a great job of tracking and managing bugs. Mantis is uses a MySQL database and Written in PHP, which serves up a very easy to use web based interface; where users can submit bugs and administrators can track and manage them.

Zoho Support: is one of the best help desk solutions if you don’t want to install anything on your local network or machines. It is the help desk component of the Zoho business class groupware suite. It will take a while to get the system up and running to your exact needs. You should, look at the Professional or the Enterprise edition is better suited for your business.

SysAid: is another web based help desk solution, available for Windows and Linux. The free version has a number of limitations; 100 end user limit, 100 asset limit, two admins, and limited system integration/customization options. The SysAid Free Edition is solid but too limited. You also get one remote control channel where you can offer remote support to end users. The Basic Edition is $270.00 USD (starting price) per year.

FogBugz: Have several intelligent features for getting bugs worked out and completed development tasks. One of the most interesting ones is “evidence-based estimating” in which the inaccuracy of previous estimates is used to tweak current estimates to try to make them closer to reality, also has integration with source control systems.

Trac: is another open source application. It integrates with source control (various common DVCSs, git, and Mercurial). It has a limited feature set by design, it is easy to use and get accustomed to. If you are looking for a “just the basics” toolset with a simple workflow then Trac is a good choice.

Jira: is web based bug and issue tracker that provides some nice visualizations of the workflow to resolve problems. Jira also integrates into a number of source code systems. It also offers shortcuts keyboard, which will make it comfortable for many developers.

Team Foundation Server: The help desk and ticketing functionality built into Team Foundation Server does not particularly stand out and its integrations are hard to ignore. Due to strong connection between source code management, tickets, Visual Studio, and reporting, it is easy for developers and managers alike to relate bugs and user problems to the activities of the development team.

OTRS (Open Ticket Request System): written in Perl and runs on the Apache web server. It supports many databases; MySQL, DB2, Oracle, SQL, and Microsoft SQL Server. OTRS installs on Mac OS X, Linux, and other Unix-like systems. OTRS has the features a built-in FAQ feature and giving agents quick access to information for reference or inclusion in tickets. One of the most interesting features of OTRS is their iPhone App and it lets you respond and edit and create trouble tickets.

osTicket:  is the most popular open source ticket system. It has two versions: hosted and downloadable. The hosted version (branded as Support System); is a paid ticketing service with the reliability and security of managed cloud hosting. The downloadable version; is free and has to be hosted on your own server.

Help Desk Lite: was developed by United Web Coders. It’s great for simpler or smaller applications. Both Linux/Unix and Windows web servers are supported. Trouble tickets are started by users via customized HTML forms you create and place on your website. Which is sent to customer service personnel and an agent can claim the ticket then the agent can respond via their favorite email client.

Simple Ticket: was designed to facilitate the support of our client’s computers and networks, designed for IT support companies who service multiple small business clients. It can easily be used by a company’s internal IT staff to support a single client with hundreds of users. It was written using Ruby on Rails and boasts the latest features found in today’s rich web applications such as Ajax.

eTicket: electronic support ticket system based on PHP, that can receive tickets via email or a web form, which also offers a ticket manager with many features. it is  easy to use and install helpdesk solution for any website.

Trouble Ticket Express:  is a fully automated web based help desk and Written in Perl it can be easily installed on your website. Its support both servers UNIX and Windows.  Activate feature rich technical support email forms and attain complete control over your customer service operations.

itracker: is an open source issue tracking system licensed under the LGPL. It was built using Java enterprise technology. It is easy to use, easy to integrate, modular, scalable solution, customizable and fast for all kind of projects.

Request Tracker: is an enterprise grade ticketing system which enables a group of people to intelligently and efficiently manage tasks, requests submitted by a community of users and issues. RT was written in object oriented Perl. It is independent system platform and portable, that eases collaboration within organizations and makes it easy for them to take care of the customers. Request Tracker also manages key tasks such as; assignment, prioritization, identification, resolution and notification required by enterprise critical applications including help desk, project management, CRM, NOC ticketing and software development.

Mystic: was written in ruby on rails, designed to be fast, customizable and flexible. It also provides a simple and easy interface that’s quite intuitive. From internal project management Tickets are used for several purposes, reminders, troubleshooting, customer support and much more.

HESK: is free help desk software, its features are; email notifications, attachments, spam protection, ticket submission, access restrictions, reports, canned responses and rating.

Add a Comment