Web Based Ticket Help Desk Software

[Bashbelly]

My workplace is looking for a web based ticket system for help desk. Users would log into a site and submit tickets themselves. Does anybody have an recommendations?

 

[WannaFly]

Originally posted by: Bashbelly
My workplace is looking for a web based ticket system for help desk. Users would log into a site and submit tickets themselves. Does anybody have an recommendations?

we use OTRS http://otrs.org/ - it works nice, has AD integration and is free. I wouldnt recommend it for an enterprise, but for a small business it works great.

 

[Scarpozzi]

Do they want to pay for it? If you want to call a vendor for support, these are some good options.
Pay-for solutions:
Magic is the best one (in my opinion)
Touchpaper is another option. I don't like the web interface on it, but it's got a lot of options. For instance, a customer can email the system and it will create a problem ticket for them and automatically enter it into the database.

Go to sourceforge.net and do a search. You'll find MANY free ones. You can also google open source help desk and get some hits that way. All a trouble ticket system needs is a bunch of forms and a mySQL, SQL, or Oracle back-end. Queries are made to search the content and user accounts are setup to divide who sees what. It's only complicated because of the number of specific needs each person has.

 

[Modeps]

Originally posted by: Scarpozzi
Do they want to pay for it? If you want to call a vendor for support, these are some good options.
Pay-for solutions:
Magic is the best one (in my opinion)
Touchpaper is another option. I don't like the web interface on it, but it's got a lot of options. For instance, a customer can email the system and it will create a problem ticket for them and automatically enter it into the database.

Go to sourceforge.net and do a search. You'll find MANY free ones. You can also google open source help desk and get some hits that way. All a trouble ticket system needs is a bunch of forms and a mySQL, SQL, or Oracle back-end. Queries are made to search the content and user accounts are setup to divide who sees what. It's only complicated because of the number of specific needs each person has.

Got a link to Magic?

 

[Bashbelly]

Yea we are definately willing to pay for it and for support. We support about a thousand users (hospital). Thanks for the recommendations will look into them.

 

[Patt]

HEAT Suite

We use this ... also allows emails of tickets to an email address which auto-creates a ticket.

We haven't completely rolled out the Self-Service part yet, but are preparing to do so in the next couple of months.

 

[tranceport]

We use Track-it. It's ok....

 

[Bashbelly]

 

[Bashbelly]

yea we used trackit before, it was crap for us... heh.

 

[Nocturnal]

Netsuite.com.

 

[Busie23]

Anyone have any other recs for something that will work in a 500+ user environment? We're also looking for inventory tracking as well.

 

[TheSlamma]

We use Track-IT! 8 also it's a total POS.

Would love to find something that does inventory like Busie asked.

 

[Busie23]

We bought, but never really implemented Alloy's help desk/inventory package. It was fairly cheap ($1500ish) and the inventory seemed to work pretty good. They have since upgraded a version or so and are now charging about $8k.

I got their newest downloaded and should be testing next week. I would definitely like some other options to look at though.

 

[mzkhadir]

Originally posted by: TheSlamma
We use Track-IT! 8 also it's a total POS.

Would love to find something that does inventory like Busie asked.

Track it does inventory.

 

[MatthewF01]

We use Elementool for defect tracking, but its fully customizable AFAIK, so you could customize your fields for help desk ticketing probably.

 

[mzkhadir]

There is also BMC Remedy.