What is everyone's favorite helpdesk/ticketing software ?
(snip snip)
Quick Wish List of features:
- eMail-centric (opens tickets automatically from inbound email and
updates customers via email, we can reply to tickets via email).
- Web interface for customers/users to use if they prefer not to use
email.
- Automatic Escalations - if the tech on call or that the ticket has
been assigned to does not answer within X amount of time, notify someone
else that the ticket is still open.
- Can clump tickets opened by different email addresses as the same
customer or user.
- Can import the data I have in Cerberus now (or CSV).
- It can be open source or free, but neither are requirements. We'd
prefer to have something we can get professional support for, is well
maintained and has a good security history.
Although it's not specifically intended for helpdesks, we use Jira
(http://www.atlassian.com/software/jira/) This started out as our software
development issue tracker and expanded to cover our internal IT helpdesk
(99% e-mail based/contributed) and customer support groups.
It can certainly do all the above things except possibly not the part
about mulitple e-mail addresses being clumped together as the same user. I
haven't been asked to do that so I haven't investigated. Jira will create
a new user based on their e-mail address when an incoming message comes in
from a new user so I'm not really sure how that would work.
Jira is written Java so it runs everywhere, supports all the popular
databases (open source as well as commercial.) They recently started
offering a hosted solution.
It may be overkill for just helpdesk but it's relatively cheap and has
been rock solid for us all around for nearly two years. Our call center
gets up to 500 new tickets on the average weekday and they tend to clear
them out when they hit 200,000 issues so it seems to scale pretty well,
too.
I think I've mentioned Atlassian (the company) on this list before but
I'll reiterate that their support is top notch. On the two occasions where
I've messed something up I get E-mail replies usually the same day and in
both instances I conversed with a real engineer, not some call center wonk
reading from a script. Their troubleshooting instructions have never
involved rebooting the computer. They are truly an open company and I'd
buy a space heater from them in the middle of August if they wanted to
sell it to me. We use several other products from them and I can't say
I've dealt with a company that makes products that are as useful and
reliable as them.
-Matt
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