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Best FOSS Help Desk Software For Small Firms?

timothy posted more than 5 years ago | from the what-is-your-quest-please-press-one dept.

Businesses 321

Nocts writes "I'm currently working for a moderately sized company that manages a large portion of its internal help desk questions through a Jabber-based chat room. What we're looking for instead is an open source, preferably Web-based solution that will give us the ability to have floor representatives queue questions and concerns in a similar fashion to BugTraq, directed at the help desk. Email capability would be preferred for elaboration of specific issues, but the more we can centralize everything into the queued system the better. Any recommendations and experiences? Just about any language is doable since I have the ability to configure and upgrade our servers and we're looking at about a user base of 100 people, with around 5-10 questions a minute."

cancel ×

321 comments

100 people, 5-10 questions per minute? (5, Informative)

bakuun (976228) | more than 5 years ago | (#27006479)

That's one helpdesk question per user every 10-20 minutes.. my god.

Re:100 people, 5-10 questions per minute? (2, Funny)

Anonymous Coward | more than 5 years ago | (#27006515)

Seriously. Does he work at Retards R Us or something?

Re:100 people, 5-10 questions per minute? (5, Funny)

Bryansix (761547) | more than 5 years ago | (#27006547)

No, but I do work at Retard's R US and I do want an answer. Now pony up!

Re:100 people, 5-10 questions per minute? (0, Redundant)

bsd_usr (140514) | more than 5 years ago | (#27007619)

Me too!!

Re:100 people, 5-10 questions per minute? (2, Insightful)

Anonymous Coward | more than 5 years ago | (#27006703)

He probably means he has 100 people running the help desk not 100 people using the end product.

Re:100 people, 5-10 questions per minute? (1, Insightful)

Anonymous Coward | more than 5 years ago | (#27007657)

That still doesn't sound right. The title says it is for a "small firm". To me, anything under 100 is small. If that's just 100 help-desk staff, I'd expect a corporate base of at least 3000. (1:30 help-desk ratio assumption). That's a far cry from what I'd call "small".

Re:100 people, 5-10 questions per minute? (0)

Anonymous Coward | more than 5 years ago | (#27007727)

That makes more sense, but they wouldn't be a small firm with a support staff like that...right?

I AM the help desk at a firm with ~120 employees. We have a nice little custom asp.net tracking system that works pretty well, although people only file stuff in it maybe twice a week on average...
We are small enough that a simple phone call or personal email is all that is required for most issues.

Re:100 people, 5-10 questions per minute? (4, Interesting)

Gorobei (127755) | more than 5 years ago | (#27006831)

We handle that traffic level with a few simple many-to-many chatrooms. All askers and answerers can see all messages, with highlighting of messages aimed at them. Bad answers are corrected quickly, and stupid questioners tend to get told to STFU: you quickly learn who is competent and who is not to be trusted. New users get up to speed quickly because they can watch the text stream and learn the expected style of communication.

Re:100 people, 5-10 questions per minute? (0)

Anonymous Coward | more than 5 years ago | (#27007081)

sounds like irc.freenode.net without waiting hours for an answer

Re:100 people, 5-10 questions per minute? (0)

Anonymous Coward | more than 5 years ago | (#27007261)

Methinks you should rework IT. That's ludicrous. Try educating the user.

Re:100 people, 5-10 questions per minute? (1, Funny)

DoofusOfDeath (636671) | more than 5 years ago | (#27007411)

That's one helpdesk question per user every 10-20 minutes.. my god.

They should be proud. That's actually kind of low for a Microsoft shop.

Re:100 people, 5-10 questions per minute? (3, Funny)

Tim99 (984437) | more than 5 years ago | (#27007485)

Yes, but how long does it take after you have told them "Hello IT, have you tried turning it off then on again"
If you are lucky they will only get about 5 minutes of 'work' done...

Servicedesk+ (1, Informative)

MyrddinBach (1138089) | more than 5 years ago | (#27006491)

Try Servicedesk Plus from Adventnet. They have a free version you can use. http://manageengine.adventnet.com/products/service-desk/index.html [adventnet.com]

!foss (1)

daemonburrito (1026186) | more than 5 years ago | (#27006771)

n/t

RT (5, Informative)

dg41 (743918) | more than 5 years ago | (#27006507)

What about RT? http://bestpractical.com/rt/ [bestpractical.com]

Yes, RT (3, Informative)

br00tus (528477) | more than 5 years ago | (#27006683)

We used RT at my last company. Keeps track of tickets, with different ticket queues, and different user groups. People can do it by web or e-mail or both. You can search the system for old tickets as well, although it's not a good idea to search the body of the message if you have a lot of tickets going back many years.

Re:Yes, RT (3, Insightful)

dskoll (99328) | more than 5 years ago | (#27007419)

We use RT and it works very well for us. We don't have a very high volume of tickets (we're up to about 14000 in 5 years, so only about 8 tickets/day on average), but RT is insanely flexible and customizable and has excellent e-mail integration.

Re:Yes, RT (3, Informative)

sqldr (838964) | more than 5 years ago | (#27007741)

If there is one piece of software I never want to use again, it's RT. It's all fine until you start modifying triggers and templates. First there's the evil, kludgey combination of bad perl and bad Mason which you have to write overlays to, then once you've done this, you can't upgrade! If you upgrade, all of your overlays break. So you end up stuck with an out of date version with patch on top of patch. Interface is a little ugly too.

Re:RT (1)

DarkVillain (832405) | more than 5 years ago | (#27006797)

We used to use RT, and mainly ditched it because it was rather slow. It may have improved since then, as this was about 3 or 4 years ago that we moved to a different product that has a low license cost. I've been thinking about giving RT another try, just to see if they've made any improvements.

Re:RT (1)

TuaAmin13 (1359435) | more than 5 years ago | (#27007343)

We used an older version of RT, but recently updated to RT3. We've found a few minor bugs that we were able to fix (yay open source!), but other than that it's been treating us well.

We get a rather low volume though (about 4-6 requests per day), as most of our users we see in person.

Re:RT (4, Informative)

jgaynor (205453) | more than 5 years ago | (#27006859)

RT doesn't scale well. We used it at Rutgers but around the 100K ticket mark it started to tank. So we rewrote it:

http://ruqueue.rutgers.edu/ [rutgers.edu]

Very capable.

Re:RT (0)

Anonymous Coward | more than 5 years ago | (#27007137)

I've taken a look at this and I wasn't impressed by it. We're using a much more robust solution called JIRA. Aside from ticketing, it is great for change management! ;)

Re:RT (2, Funny)

red_dragon (1761) | more than 5 years ago | (#27007225)

We're using a much more robust solution called JIRA.

Automatic JIRA or Manual JIRA [thedailywtf.com] ?

Re:RT (1)

citizenr (871508) | more than 5 years ago | (#27007481)

last time I used Jira you couldnt even mark dupes

Re:RT (1)

certain death (947081) | more than 5 years ago | (#27007159)

I can't find the +5 BadAss button! I love FOSS, the whole "So we rewrote it" made me nearly orgasm!!!!!

Re:RT (-1, Troll)

Anonymous Coward | more than 5 years ago | (#27007327)

You need to get a life!

Re:RT (0)

Anonymous Coward | more than 5 years ago | (#27007375)

RT doesn't scale well. We used it at Rutgers but around the 100K ticket mark it started to tank. So we rewrote it:

http://ruqueue.rutgers.edu/ [rutgers.edu]

Very capable.

Any chance that some of the changes can be ported back to RT?

ruQueue (2, Interesting)

dskoll (99328) | more than 5 years ago | (#27007473)

I took a look, but ruQueue seems only to work with MySQL. One of the pluses of RT is that it's somewhat database-independent; we use it with PostgreSQL. Since we use PostgreSQL for everything else, we don't really want to install MySQL just for one app.

Why is it that so many PHP programs only work with MySQL? Is it because PHP lacks a decent equivalent of DBI?

Re:ruQueue (4, Interesting)

dskoll (99328) | more than 5 years ago | (#27007509)

YIPE! I took a closer look at ruQueue... can you say XSS attacks and SQL injection, folks? /me mails the authors...

Re:ruQueue (1, Insightful)

Anonymous Coward | more than 5 years ago | (#27007803)

Why is it that so many PHP programs only work with MySQL? Is it because PHP lacks a decent equivalent of DBI?

No, it's because PHP is a toy language and needs a toy database to go with it.

When you're ready for a real ACID database, like Postgres, Oracle or MS sql, where things like valid data aren't afterthoughts, you'll realize the limitations of PHP and move to a real web platform.

Re:RT (3, Informative)

LinuxOnEveryDesktop (14145) | more than 5 years ago | (#27007547)

We're at almost 200K tickets. RT scales fine, you just have to tune it a bit. And run it on PostgreSQL, and *definitely* tweak your PostgreSQL for performance.

In older versions, many indexes were missing by default. That may have been fixed more recently. Also, PostgreSQL 8.3 made a huge difference for us performance wise.

Re:RT (5, Interesting)

jesse (306) | more than 5 years ago | (#27007645)

Readers might want to take my comments with a grain of salt, as I'm RT's original author and chief architect. I routinely work with clients with RT instances that are well over 100,000 tickets. When using any large application at scale, you're going to need to invest time in performance tuning, but 100k tickets isn't "big" for an RT instance. With a single front end box and a single backend (untuned, but beefy) DB server, I've seen an RT server doing 10,000 tickets on a slow day, bursting to 25,000 with several million in the database.

Re:RT (3, Informative)

ToddChapman (1165021) | more than 5 years ago | (#27007461)

RT Rocks. Great software, great community, lots of good extensions available. Our company is a heavy user of RT. We have one instance for external requests and one for internal requests. It was really easy to customize for our exact needs. Note: I wrote Asset Tracker, an asset tracking (duh) extension to RT. http://code.google.com/p/asset-tracker-4rt/ [google.com]

Re:RT (2, Informative)

Rob Riggs (6418) | more than 5 years ago | (#27007713)

We use RT at my company. It's been in use for over three years. We're at the 150K ticket mark at this point with 300+ users. We use it for production processes, production support, CIT/helpdesk, systems admin, software development process and more. We use it a ton. The complaint that it slows down with a large number of tickets is a valid one. We also have a ton of ticket queues and a very busy home page which makes it even slower. But we're pushing something like 60K tickets a year right now so it's not slowing us down too much.

One thing that helped was to have it start feeding a Google Search Appliance with content on every update. Now we use the power of Google to index & search the content, which makes searching through tickets much more bearable.

Re:RT (2, Informative)

ribo-bailey (724061) | more than 5 years ago | (#27007793)

I used RT at the last place I was a UNIX admin. It's not a terrible system, but writing extensions in perl/mason was not a simple task, do to what should have been simple reporting metrics.

5-10 per minute? For 100 people? (4, Funny)

lousyd (459028) | more than 5 years ago | (#27006509)

If your organization is only 100 people, and you get 5 to 10 support requests per minute, one wonders if you're doing something wrong.

Re:5-10 per minute? For 100 people? (1)

luchaugh (860384) | more than 5 years ago | (#27006601)

My HelpDesk supports a user base of 5,000 with 300+ installed applications, and we wouldn't get 5-10 / minute. Yikes.

Re:5-10 per minute? For 100 people? (4, Funny)

Bryansix (761547) | more than 5 years ago | (#27006645)

Never underestimate the retard capacity of a sales department of about 75 people. Next keep in mind those positions turn over completely in about a month.

Re:5-10 per minute? For 100 people? (1)

EEPROMS (889169) | more than 5 years ago | (#27007805)

If your organization is only 100 people, and you get 5 to 10 support requests per minute, one wonders if you're doing something wrong.

Spoken like someone who reads specs but hasnt ever designed products that interact with end users. Answer me this question, do you buy a product designed to meet your average needs or one that meets your maximum peak needs ? When I read the request submitted I immediately understood he/she were talking about the maximum worst case scenario.

OTRS (3, Informative)

alexborges (313924) | more than 5 years ago | (#27006521)

otrs is ITIL compliant, has a webservice interface and generally rocks.

We use them and so should many others.

Another great one, but really complicated to deploy, is RT.... but its pretty cool, its what CERT uses AFAIK.

Re:OTRS (2, Informative)

nicolas.kassis (875270) | more than 5 years ago | (#27006941)

I second the choice of OTRS. Good system.

Re:OTRS (2, Insightful)

Lumpy (12016) | more than 5 years ago | (#27007551)

Nice part of OTRS is the ability to set up caned responses that point to online docs that tell the user nicely..

STFU, RTFM you ID10T!

It has saved my company's sanity. I have about 30 canned responses setup to "remind" users that the answer is right there in the wiki, go there and read this, if you ignore us and ask again, you will get the same response over and over and over.

I also like how you can create rules to automatically fire them off to users based on keywords. If set up right OTRS will save your life.

Plus if you are forced to not have a linux server, you can easily find a windows install package that will do it all for you, installing the DB, apache and all other stuff to get it working in place.

Re:OTRS (1)

isn't my name (514234) | more than 5 years ago | (#27007019)

We too use otrs. It allows for e-mail creation of tickets, the backend data is stored in MySQL and we use in-house Crystal Reports expertise to extend reporting. You can create custom fields.

The administration is not as well documented as it could be, but the mailing list is active.

I had not heard of RT, so I can't say how it compares, but otrs works well for us.

Re:OTRS (0)

Anonymous Coward | more than 5 years ago | (#27007687)

Another vote for OTRS. We've been using it for about two years now and are very happy with it.

SharePoint or rather WSS (-1, Troll)

Anonymous Coward | more than 5 years ago | (#27006529)

It's free!

Now bring the flames...

Wesley (1)

Deadeye550 (1188045) | more than 5 years ago | (#27006545)

Fire your current staff and higher more computer literate individuals

Re:Wesley (5, Funny)

icydog (923695) | more than 5 years ago | (#27007061)

Fire your current staff and higher more computer literate individuals

Perhaps they are trying to "higher" English (or whatever their language is) literate individuals.

I hear Good Things about RT (2, Informative)

IMightB (533307) | more than 5 years ago | (#27006561)

Unfortunately, my company uses the godawful Siebel.....

http://bestpractical.com/rt/ [bestpractical.com]

Re:I hear Good Things about RT (3, Funny)

Anonymous Coward | more than 5 years ago | (#27007187)

I get contract work calls because Siebel is on my resume. I explain that I've helped 3 departments in 3 different companies stage active revolts against Siebel, demonstrating exactly how badly it sucks for anything but sales contacts, and override the VP who clearly got the pretty demo with pretty Gant charts, the permanent invite to 3-martini business lunches with Siebel "sales reps", and probably the weekly blowjob to get them to commit their companies to it. I then explain to the recruiter that any company using it should be expected to fail outright or be bought out at pennies on the dollar by a more competent company.

So far, I'm right, 5 for 5.

Re:I hear Good Things about RT (1, Insightful)

Anonymous Coward | more than 5 years ago | (#27007447)

That sounds like many big businesses that get so big certain market segments "just have to use them". For auto dealerships it is ADP and Reynolds & Reynolds, both of which suck (I have experience with both) and by all rights should have been replaced (or forced to seriously upgrade their systems) but are somehow able to hang on to a stranglehold. I'm guessing the weekly blowjobs help quite a bit. But how do you put that onto your business plan for a startup to replace them? "Oral Masseuse Professional" at $x/week?

Re:I hear Good Things about RT (1)

dickens (31040) | more than 5 years ago | (#27007383)

I especially love how Siebel (used by a certain EDI provider) makes the user type his question in a tiny little box in a tiny font. Seems to assume I'm running 640x480. Makes me want to reach through the internet and throttle someone.

Liberum (1)

mahohmei (540475) | more than 5 years ago | (#27006599)

http://liberum.org/ [liberum.org]

I installed this with a user base of about 200 people, and it worked beautifully.

It uses ASP, but before pulling out the pitchforks on me, it was on an IIS server I already had in internal use, and it integrated with Active Directory beautifully. Users could go to http://servername/helpdesk [servername] and be at the helpdesk with no authenticating--only a one-time questionnaire for name, department, and room.

Open source help desk suggestions (5, Informative)

Amigan (25469) | more than 5 years ago | (#27006627)

Here's a website that lists many of the open source helpdesk options: http://www.opensourcehelpdesklist.com/ [opensource...sklist.com] The only one I have experience with is ZenTrack [zentrack.net] and both the users and helpdesk folks found it easy to use. jerry

CalemEAM (3, Informative)

Shark4126 (1391765) | more than 5 years ago | (#27006649)

Got CalemEAM running over here. It has a massive number of features, but you can limit it to only the work order portion if need be. Open source and super customizable: http://eam.calemeam.com/eam/ [calemeam.com]

Roundup Issue Tracker (2, Interesting)

Ulf667 (227615) | more than 5 years ago | (#27006693)

http://roundup.sourceforge.net/

FOSS, not freeware, web-based issue tracker written in Python. It's extremely flexible and customizable to your needs, as every organization is different.

It comes with an embedded webserver so you can get it running quickly, and of course it works with apache/mod_python.

As for email, you can create, update, and close tickets via email using keywords/value pairs in the subject line.

I miss this ticket tracker. I work for a consulting firm where we need to handle multiple clients and time tracking w/ billing, so that's a bit beyond roundup's mission. We're using Autotask, and nobody likes it.

Liberum (4, Informative)

SoupGuru (723634) | more than 5 years ago | (#27006727)

I really liked Liberum when I used it a couple of years ago. It's really simple, web based, and can use Windows integrated authentication which was really nice at that job. Might not be exactly what you're looking for but I thought I'd mention it since google doesn't find it very well.

http://liberum.org/Default.aspx [liberum.org]

Re:Liberum (1)

j303045 (852239) | more than 5 years ago | (#27007557)

We used Liberum for several years, but I wanted off the IIS model. We completely rewrote it as a pure LAMP app running on an OpenSUSE 9.3 box, and have made a few tweaks over the years. Still running it now, and it looks for all the world like Liberum to this day. We did adjust the colors a bit, just for a changeup.

Re:Liberum (1)

InsertWittyNameHere (1438813) | more than 5 years ago | (#27007641)

I'm running Liberum as well, we have 350+ users that we support. Works decently. Not very easy to make modifications without rewriting the whole thing though. We only get 10-15 tickets per day.

I couldn't find anything else that was FOSS that authenticated with Windows AD.

Liberum Help Desk (1)

Scozza (707247) | more than 5 years ago | (#27006753)

I used Liberum Help Desk for a similar user base with great success. It's free, easy to modify, well supported & very stable. Give it a try (-:

Mantis (3, Informative)

_Pablo (126574) | more than 5 years ago | (#27006803)

http://www.mantisbt.org

PhpJunkyard Helpdesk (0)

Anonymous Coward | more than 5 years ago | (#27006821)

phpjunkyard.com has the Helpdesk software that we use. Its pretty nice, and includes a knowledgebase too.

Avoid: OTRS; Try: RoundUp (1)

David McBride (183571) | more than 5 years ago | (#27006869)

We deployed OTRS [otrs.org] locally when we had to deploy something open-source off-the-shelf quickly, and it's proved painful. It might be possible to make it do what you want with more time and customization.

Since then, I've seen RoundUp [sourceforge.net] appear, and it looks most promising, though I haven't had a chance to play with it yet.

IRC (3, Funny)

Collinp6 (1456711) | more than 5 years ago | (#27006903)

What about IRC? Its simple, you can PM people with specific questions, its free and open source, and it has many web-based clients.

Web Help Desk (0)

Anonymous Coward | more than 5 years ago | (#27006957)

Web Help Desk

Excellent product + includes AD integration.

SysAid (1)

DrVoltz (1488013) | more than 5 years ago | (#27006959)

We've had good results with http://www.sysaid.com/ [sysaid.com]

How about GLPI (3, Informative)

EvilGrin666 (457869) | more than 5 years ago | (#27006969)

I work as a network manager in a school in the UK. We use a French Helpdesk system called GLPI [glpi-project.org] . We also use OCS Inventory [ocsinventory-ng.org] as recommended to populate the database with our hardware. Overall the solution has a few minor quirks, but if teachers can cope with it I don't understand why office drones can't!

HEAT Tracking (0)

Anonymous Coward | more than 5 years ago | (#27006981)

I know its a little off topic, but at my company we use HEAT and its so frustrating that many users will do anything to avoid submitting tickets. They will all simply send emails direct to Tech Support because its easier. Has anyone else used this software? And how did it work for you? HEAT isn't FOSS, but im still curious for my own learned-ness. Thanks

check out otrs (2, Informative)

DarkOx (621550) | more than 5 years ago | (#27007007)

OTRS is what we use. Google it. Its great and its FOSS. If you know a little perl you can make it look and act anyway you want.

Service Desk for Linux is free (0)

Anonymous Coward | more than 5 years ago | (#27007037)

The free ServiceDesk offering from AdventNet has been treating me well for a year now. We installed it on a vm, and I haven't touched it. The downside is the free version only supports one technician. For me, that's fine, as I am the only one who takes care of my company. It is a great product, easy to install, features galore!

Linux installer:
http://www.manageengine.com/products/service-desk/91677414/ManageEngine_ServiceDesk_Plus.bin

Spiceworks? (0)

Anonymous Coward | more than 5 years ago | (#27007049)

Not open source, but its great help desk software!

Not opensource but free/ad driven. (1)

ljaszcza (741803) | more than 5 years ago | (#27007085)

Well, this is not open source but free. I use and so far like Spiceworks. Spiceworks uses fairly unobtrusive IT related advertising. We are a small business, about 30 users, less than 1 question/day. Spiceworks has some nice tracking and monitoring features besides the helpdesk. Helps me keep track of errors, low disk space, new software installs, etc.

Spiceworks (1)

mc1138 (718275) | more than 5 years ago | (#27007097)

Spiceworks is light weight, free, I don't think it's open source though, but its fairly customizable. It has e-mail connectivity, so you can have it monitor an address and have tickets auto-create in your system. It also has network monitoring built in to track health of your network. Lots of cool features, plus an online community. It's limited to window's as a platform for running, but it can work with linux, and Mac's. Plus it can run on an XP machine so no need for an expensive server. Check it out. http://spiceworks.com/ [spiceworks.com]

EnterTrack (1)

DigitalJer (1132981) | more than 5 years ago | (#27007111)

...we've been using this for about three years; suits our needs.

Tickets can be submitted via web interface, or email.

Decent support in the forums, too.

http://entertrack.sourceforge.net/ [sourceforge.net]

Kindof in the same position. (1)

blhack (921171) | more than 5 years ago | (#27007127)

We have about the same number of employees and "helpdesk" currently consists of:

10 DIAL BLHACK'S DESK PHONE!!!! --- No answer
20 DIAL BLHACK'S CELL PHONE!!!! --- No answer
30 SEND BLHACK 30 EMAILS ALL MARKED AS URGENT --- No answer

goto 10

In all honesty, about 90% of these questions are things like "I'm trying to download and it keeps saying that thing!", that "thing" is usually dansguardian telling them that they are not allowed to download .exe. Or "the things aren't going across" where the "things" are records and "across" means updating them in the database. This is about 100% because they are alt-tabbing between 4-5 session and have the record locked in another one.
Point is, really high volume of the exact same questions every single day. We need something so that they can see from way back 20 minutes ago when they asked the exact same thing and what the answer was. "Close the 4 other sessions you have open" or "you aren't allowed to download .exe's, if you need some additional software, get your manager to request it for you".
What am I getting at here?

Have you ever considered just writing your own tool to do it? I've found that the majority of the time, writing simple tools like this ends up being a lot easier than using somebody else's. Reason being that a lot of times you end up using their tools for something CLOSE to what they were actually intended for.
Me working through it in my head sees it as something very much like a blog, except instead of stories, you have trouble tickets. The Ticket number is the story's ID and the comments are how the problem was resolved.
A lot of times, my problem is that other people's solutions also seem to have a LOT of bloat on them.

Okay, sorry, I'm rambling here (long day of fighting with the machines...). My point is that you should try writing your own helpdesk software! You might even get a bonus for it! :-D!

Re:Kindof in the same position. (1)

Max Littlemore (1001285) | more than 5 years ago | (#27007711)

There's no reason not to use some existing FOSS solution and then modify it to your needs. OTRS, Mantis, etc, etc have a lot of features that a helpdesk will want. If you want to add answers to FAQs, you can, you can build in whatever you want. You have the source.

My point is that I think the best approach is to figure out exactly what you want, find a FOSS tool in a language/toolset you can support that is a close as possible to requirements, then modify and close any gaps. If you're feeling generous and your work is generally useful you can give something back.

I think you're more likely to get a bonus for that than wasting a heap of time re-inventing the wheel.

By Neruos (0)

Anonymous Coward | more than 5 years ago | (#27007131)

When did slashdot become "please help me at my job" place?

OTRS (1)

jnnnnn (1079877) | more than 5 years ago | (#27007139)

Wikipedia (and my little IT Consulting company) uses OTRS [slashdot.org] for this sort of thing.

JIRA (0)

Anonymous Coward | more than 5 years ago | (#27007165)

JIRA is open source and runs on anything:

Atlassian JIRA [atlassian.com]

Re:JIRA (1)

1_brown_mouse (160511) | more than 5 years ago | (#27007513)

I support this at my work. It is fairly simple.

Free license for Student/academic/non-profit.

Java based install with Tomcat and MySQL. Does do email account monitoring and response.

Low customization overhead out of the box but easily customizable.

OTRS (2, Interesting)

AMuse (121806) | more than 5 years ago | (#27007189)

I've had fantastic results using OTRS to support both research scientists in a professional organization (8 sysadmins, 350+ scientists), a web-based document repository with a few thousand users (And 2 support staff) and a volunteer parrot rescue with about 50 staff, hundreds of volunteers/adopters and 2 support techies.

It's free, open source (LAMP) and having hacked at the source code I can say that it's VERY Solid and well-written Perl. With mod_perl2 even an older Linux box could handle the load.

Re:OTRS (1)

McNihil (612243) | more than 5 years ago | (#27007583)

I agree with OTRS being one of the best perl implementation that I have ever seen. And I have seen a lot of beep-beeeeeeEEEP.

OTRS user/admin since 2005 and I am not willing to part with it.

Write your own, seriously. (3, Insightful)

Gavin Scott (15916) | more than 5 years ago | (#27007215)

Service, whether it's software, hardware, helpdesk, whatever, is very hard to generalize.

Everyone wants to do things their own way and everyone has some weird little set of extra requirements. So every package that's available has already choked to death and drowned in features that most people will not need.

You get web UIs with tabs containing tabs containing hundreds of fields, of which a typical customer will probably use about 2-5%, and they'll end up stuffing information into them that they weren't originally intended to contain.

I really can't think of an application domain that cries out for a completely custom solution in almost every case.

G.

Re:Write your own, seriously. (1)

Gavin Scott (15916) | more than 5 years ago | (#27007227)

Sigh, I mean "I really can't think of another application domain that so cries out for a completely custom solution in almost every case".

A service application is at the core of any good service organization, and should be seen as an asset rather than a liability.

G.

Try One or Zero helpdesk software... (2, Informative)

jkrise (535370) | more than 5 years ago | (#27007235)

http://www.oneorzero.com/ [oneorzero.com]

We've been using this tool for more than 6 years now. Excellent code, easily customisabele... it's written in PHP. We've modified the default software to include SMS, email alerts, SLAs etc. Initially we used it for Helpdesk, but now we've extended it to Accounts, Leave Management, Purchase Requests, General Administration, HR dept. and even for Bug Tracking in s/w development.

Reply under this post and I will email more details.

try http://www.beetil.com (0)

Anonymous Coward | more than 5 years ago | (#27007283)

If you want it managed for you , try

http://www.beetil.com

it goes much deeper into ITIL than just helpdesk functions but it works well for helpdesk alone.

Cheers

Cerberus (0)

Anonymous Coward | more than 5 years ago | (#27007287)

Cerberus works out very well for us. We've been using it for 3-4 years, and it's been very stable. We have even taken advantage of the source being open and added a couple of our own modifications.

The license is free for 3 users or less, and their commercial license is very reasonably priced.

http://www.cerberusweb.com/download

vtiger (0)

Anonymous Coward | more than 5 years ago | (#27007313)

We've just adapted http://www.vtiger.com/

It's pretty much SQL/PHP based and quite easy to customise. New version is due pretty soon ...

Only thing it is lacking is project management to an extent.

We tried OTRS but it was a little too complicated for what we needed.

GPL issue tracker (1)

netguy-mike (1488039) | more than 5 years ago | (#27007337)

I had a similar need about a year ago to find a low cost issue tracking software and ran across a real gem. BTNET is asp.net/c#/SQL server based tracking software that is remarkably customizable and with the SQL backend you should be able to scale as large as you need. I think you will find it a possible fit for you.

No need to look far (4, Funny)

Kugrian (886993) | more than 5 years ago | (#27007349)

I use ask.slashdot.org [slashdot.org] .

Double Choco Latte (1)

codeDr (620213) | more than 5 years ago | (#27007353)

We started using DCL http://dcl.sourceforge.net/ [sourceforge.net] for tracking issues with moderate success.

It seems to have been designed with help-desk tracking in mind ...

MailManager (2, Interesting)

weegiekev (925942) | more than 5 years ago | (#27007363)

Try mailmanager - http://sourceforge.net/projects/mailmanager/ [sourceforge.net] It will scale well (up to 100k tickets per day if you push it), and it lacks some of the major restrictions of RT in terms of workflow.

fuck you all (-1, Flamebait)

Anonymous Coward | more than 5 years ago | (#27007379)

hey cunts! why don't you bitches get a clue and stop playing world of fagcraft and stop sucking on linus' nutsack? i would beat your faggot fat asses.

Re:fuck you all (0, Offtopic)

owlstead (636356) | more than 5 years ago | (#27007477)

And there was I thinking that the Gilles de la Tourette syndrome does not extend to written text. Boy, was I wrong. I feel for you, little troll.

Re:fuck you all (-1, Troll)

Anonymous Coward | more than 5 years ago | (#27007611)

i know you;d like to feel me.... up your faggot ass. fucking bitch cunt whore.

huh? (-1, Flamebait)

lobsterGun (415085) | more than 5 years ago | (#27007435)

If you have 100 users and are using anything more complicated that a telephone and a stack of notecards you are a moron.

If you absolutely MUST have something digital try this: a shared drive and a text editor.

Request Tracker (1)

DaMattster (977781) | more than 5 years ago | (#27007615)

I really like Request Tracker. I think it is hands down, the best open source Help Desk Software. It can be used in solution ranging from Help Desk Management to Queue Management. It also has excellent documentation. An O'reilly book was written about RT so you can get a nice amount of assistance getting it going and even customizing it.

DaFyre (1)

dafyre (1488057) | more than 5 years ago | (#27007617)

We've been using the Liberum software since I don't know when, and it has worked great for us. Liberum.org [liberum.org]

GLPI (0)

Anonymous Coward | more than 5 years ago | (#27007631)

The community college I work for uses glpi. Written in PHP, it's very customizable, can track hardware and software, and integrates nicely with LDAP as well.

For the chat queue, OpenFire (0)

Anonymous Coward | more than 5 years ago | (#27007735)

http://www.igniterealtime.org/projects/openfire/index.jsp

The FastPath plugin does web chat request queuing/logging/etc.

check out glpi (0)

Anonymous Coward | more than 5 years ago | (#27007783)

It's widely used in Europe, and we've found it suits our needs quite well.

http://glpi-project.org/?lang=en

Has plenty of other features as well.

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