Ticket tracking/help desk software?

Kurth Bemis kurth at usaexpress.net
Mon May 5 15:55:33 EDT 2003


Well.  Ours is just a PHP form that sends mail to the RT queue.  A 
breeze....

We are also intergrating it with our CRM to allow customers to see what 
tickets they have opened, etc....

RT is pretty well documented....and Jesse is always available for 
help...(the main hacker)

~kurth

Ken D'Ambrosio wrote:

>Yah; I'd already looked at RT -- I can't remember what turned me off to
>it, but you mention needing to create a web front-end for users to be able
>to submit tickets; from that, I'm assuming one isn't included, which
>definitely would have nixed it in my book.  Is a front-end easy to write?
>(I guess what I'm really asking is, is the database schema easy to
>understand, or do I risk corrupting it by making my own ad-hoc
>modifications?)
>
>-Ken
>
>  
>
>>We use it at HMS as well.  Built a web front end so users can submit
>>tickets.  Not sure if there is a nag feature, but it's pretty
>>easy to write something that looks at the DB and nags that way.
>>
>>-Mark
>>
>>On Mon, May 05, 2003 at 03:38:34PM -0400, Kurth Bemis wrote:
>>    
>>
>>>Check out RT (fsck.com)
>>>
>>>We use it for all of our Ticketing and tracking.  In fact we're
>>>selling  RT hosting as a service...
>>>
>>>Uses mod_perl or fastCGI and Mason.  It's easy to use, and easy to
>>>install....
>>>
>>>~kurth
>>>
>>>Ken D'Ambrosio wrote:
>>>
>>>      
>>>
>>>>Hey, all.  I'm looking for what is rapidly beginning to look like the
>>>>        
>>>>
>>>Holy Grail: a fairly easy-to-use, understandable ticket tracking
>>>package with a few key features:
>>>      
>>>
>>>>1) Have various queues, with default assignees (eg. "Linux queue,
>>>>        
>>>>
>>>assignee: Ken D'Ambrosio")
>>>      
>>>
>>>>2) Web interface for both end-users (for ticket creation and status)
>>>>        
>>>>
>>>and technicians (for status and updates)
>>>      
>>>
>>>>3) E-mail updates (for notification of ticket change-of-status, and,
>>>>        
>>>>
>>>preferably, a nag feature for technicians)
>>>      
>>>
>>>>Double Choco Latte (dcl.sourceforge.net -- and no relation to DCL of
>>>>        
>>>>
>>>VAXen) is nifty, but seems awfully complicated for the poor end-user
>>>to manipulate, and... well, it's got featuritis.  I'd vastly prefer a
>>>KISS approach.  I've looked at a bunch of 'em, and thus far am unable
>>>to go with the above, without going hog-wild on the features.  I want
>>>end-users to -want- to open tickets, instead of trying to go around
>>>the system 'cause it's so damn complicated.
>>>      
>>>
>>>>Any help/pointers/etc., would be muchly appreciated.
>>>>
>>>>-Ken
>>>>
>>>>
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>>>>
>>>>
>>>>
>>>>
>>>>
>>>>        
>>>>
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>>>      
>>>
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