Dan North skrev 04/01/11 11:45: > Hi folks. > > As the subject says, I'm looking at using Trac as a helpdesk tool and I > wondered if anyone else was using it in this way? Have you tried it and > abandoned it, or better yet tried it and found it does everything you need? > > I searched the list archives for "helpdesk" and "help desk" and only found > only a handful of threads, from 2009 and earlier. Google doesn't turn up > much either. > > Does this seem like a sensible use of Trac or should I be considering > something else entirely to manage helpdesk ticket lifecycle? >
We are using trac as a help desk tool of sorts -- and it fits our (very limited) needs well. We are still mostly using trac internally to share and document information among administrators, not so much as a user facing (visible) tool. We are planning to move our support-(email)-list over to defaulting to creating trac-tickets, but are still doing this on a case by case basis, triaging out trivial issues that we don't need to document for posterity. Depending on your needs, and idea of what a "help desk system" is -- trac can work well -- it's very customizable, and has reasonable email integration via email2trac[1]. To the best of my knowledge the main missing feature is an easy, automated way of escalating tickets based on age. But various workarounds should be possible, perhaps using the xmlrpc-plugin[2] in combination with a few scripts run by cron. [1] https://subtrac.sara.nl/oss/email2trac [2] http://trac-hacks.org/wiki/XmlRpcPlugin Best regards, -- .---. Eirik Schwenke <eirik.schwe...@nsd.uib.no> ( NSD ) Harald Hårfagresgate 29 Rom 150 '---' N-5007 Bergen tlf: (555) 889 13 GPG-key at pgp.mit.edu Id 0x8AA3392C
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