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The Secret of Help Desk / Ticketing System

A ticketing System is commonly used in an organization 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 ticket systems; paid version, the custom version (only for one company), and the open-source version.


There is the List of free and open-source Help desk/Ticketing Systems:

  • Spiceworks



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.



  • Mantis Bug

Mantis bug

Mantis Bug is open-source software that does a great job of tracking and managing bugs. It uses a MySQL database and is 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


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 that is better suited for your business.




  • Sys Aid

Sys Aid

Sys aid is another web-based help desk solution, available for Windows and Linux.

The free version has a number of limitations; 100 end-user limits, 100 asset limits, two admins, and limited system integration/customization options.

The Sys Aid 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.



  • Bugs

Have several intelligent features for getting bugs worked out and completing 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

Trac is another open-source application. 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

Jira is a web-based bug and issue tracker that provides some nice visualizations of the workflow to resolve problems. It is also integrated into a number of source code systems. It also offers a shortcut 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 the 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 that gives agents quick access to information for reference or inclusion in tickets. One of the most interesting features of OTRS is their iPhone App and which lets you respond and edit and create trouble tickets.



  • Ticket

This is the most popular open-source Ticketing 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

Ticketing System


It 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 and then the agent can respond via their favorite email client.




  • Simple Ticket

Created to make it easier to support our clients’ computers and networks, and was created for IT support companies. That serves a large number of small business clients. An organization’s internal IT staff can use it with ease to support a single client with hundreds of users. It was built with Ruby on Rails and includes the most recent features found in today’s rich web applications, such as Ajax.



  • eTicket

Ticketing System

Electronic support ticketing System based on PHP,

Which 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 solutions for any website.


  • Trouble Ticket Express

A fully automated web-based help desk Written in Perl it can be easily installed on your website. It supports both servers UNIX and Windows.  Activate feature-rich technical support email forms and attain complete control over your customer service operations.



  • Tracker

Is an open-source issue Ticketing 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 kinds of projects.



  • Request Tracker

Request Tracker

This is an enterprise-grade ticketing system that 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 an independent system platform and portable, which 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

It 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 projects, management Tickets are used for several purposes, including reminders, troubleshooting, customer support, and much more.



  • HESK



It is free help desk software, its features are;

email notifications, attachments, spam protection, ticket submission, access restrictions, reports, canned responses, and ratings.

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