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Ticket Tracking and Customer Management?

kdawson posted more than 7 years ago | from the looking-for-a-package dept.

Businesses 236

An anonymous reader writes "Like many Slashdot readers, I'm sure, I run a small side business doing IT consulting in addition to my day job. I'm looking for a good open-source ticket tracking system that I can run under Linux, preferably one that also has some customer management features. I'd like to be able to maintain a separate record for each job, along with time tracking, work logs, and information about the customer. Much of what I see on Sourceforge is, as usual, pre-pre-pre-alpha with no actual code. Does anyone have any suggestions for a project that might fit my needs?"

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JIRA... (2, Informative)

Forbman (794277) | more than 7 years ago | (#20037295)

at least, that's what Merrill Lynch uses.

JIRA is not open source (1)

EmbeddedJanitor (597831) | more than 7 years ago | (#20037325)

but it does look pretty good.

Tickets... (-1, Troll)

Anonymous Coward | more than 7 years ago | (#20037363) the monster truck show, only $5.

I hope to see your mom there. She also, to use your words, looks good.

Re:JIRA... (4, Informative)

flowsnake (1051494) | more than 7 years ago | (#20037351)

JIRA is nice, but I'm not sure it satisfies the poster's open source requirements. AFAIK, the source code is only available to 'commercial users' /building.html [] which I assume requires a paid-for commercial licence [] . I guess it depends on one's definition of 'open source' as to whether this is sufficiently open.

Re:JIRA... (2, Informative)

Artega VH (739847) | more than 7 years ago | (#20037413)

JIRA isn't open source although it is quite nice and I use it internally at my workplace.

I might suggest Trac [] . It's an open source ticket management system integrated with Subversion. Probably doesn't have the extensive customer management features but with the wiki+ticketing is done quite well and can no doubt be used to satisfy the posters needs.

Re:JIRA... is cheap (1)

trajano (220061) | more than 7 years ago | (#20038865)

JIRA may not be open source, but it is still significantly cheaper than some of the commercial products out there.

Re:JIRA... (4, Informative)

arivanov (12034) | more than 7 years ago | (#20039137)

This is more for internal issue tracking and software development issue tracking. At least this is the way I have seen it used.

If you want to use something for external facing issue tracking and make it customer facing straight away I would suggest RT by Best Practical. It is GPL and relatively open as far as brain effort to extend it is concerned. It is also trivial to use for issue oriented CRM/sales which is typical of a service company or consultancy.

It is used as the primary system for tracking customer facing issues by companies with turnover in the billions like NTT/Verio. It is also used by small non-IT companies like my favourite plumbing supply shop [] . It is also often adapted to integrate the support, CRM and sales process like in Claranet [] . Judging by the people on its mailing list it is also running in pilots and internal projects at Audi, BT and a couple of other places.

It has been in stable for nearly 4-5 years now. I have used in my previous job, and while it is not completely free of bugs, it is possibly the best general purpose issue tracking system I have seen so far.

Weeeee (-1, Offtopic)

Anonymous Coward | more than 7 years ago | (#20037297)

First Post!

RT (2, Informative)

oskard (715652) | more than 7 years ago | (#20037327)

Been using RT [] as a ticket tracker at a few places I've worked at. Works well.

Agreed on RT as First Step (4, Informative)

zamboni1138 (308944) | more than 7 years ago | (#20037387)

This question has come up [] before [] , and I usually answer the same way. RT: Request Tracker [] is a good place to start. It is a Perl+Apache+MySQL based open source solution. The first few times you install it can be tricky. Find a good and current how-to.

I have since moved away from RT and now use an in-house designed system. But I still give it two thumbs up.

Re:Agreed on RT as First Step (1)

speeDDemon (nw) (643987) | more than 7 years ago | (#20037893)

One small caveat that I see with all the products mentioned is they all seem to be tailored towards / around software development / ticket / bug tracking. Can anyone suggest software more suited to a workshop? Say allowing tracking of jobs as they arrive/ leave etc? None of the options people list seem to cater or are adaptable for this purpose.

Re:Agreed on RT as First Step (1)

ElvenMonkey (789317) | more than 7 years ago | (#20039133)

How do you mean tracking jobs as they arrive / leave? Barcode scanned objects on arrival or similar?
We've adapted various business practices to take advantage of RTs strengths, and pretty much most of our company uses RT to one extent or another, from IT through to sales. We've set up autoforwarders on our mail servers so that e-faxes to certain numbers arrive in particular queues, we've got cron jobs setup to send e-mails out for regular departmental tasks and so on.

Re:RT (1)

Anonymous Coward | more than 7 years ago | (#20037399)

MIT over here uses RT to manage all IT-related tasks too. It seems to work well.

Re:RT (2, Funny)

therufus (677843) | more than 7 years ago | (#20037905)

With all those acronyms, that could have possibly been the geekiest sentence ever! ;)

It's humor people, laugh...

Re:RT (0)

Anonymous Coward | more than 7 years ago | (#20037443)

Perhaps it was the way it was setup, but I once spent a very painful few months going back and fixing up mistakes this software made in my time sheet. For some reason it would replicate the latest changes backwards over previous entries. ie I fixed an issue for xyz on monday, and then another one on wednesday, it would go back and put the issue from wednesday as the issue on monday.

Very painful.

Next job I moved to a custom written MS Access solution.. head and shoulders above RT.

Was your Access Solution web hostable? (1)

g8orade (22512) | more than 7 years ago | (#20037575)

RT can be run in the open web, hosted. BestPractical sells this I think.

Access based solution also != Free.

RT For sure (2, Informative)

g8orade (22512) | more than 7 years ago | (#20037455)

Definitely thumbs up for RT.

We are on a mission at the company where I work to replace all email / attachment based work management with it.

You'd be amazed how far you can push RS using the concepts of owner, status, subject line, journaling, parent child / depends on depended on by tickets, auto-notification, attachments etc. all built in.
If you think you need more structured data, you should at least see how far you can get prototyping it first in RT, using its minimal custom fields but also its custom views.
Most ERP / CRM don't have the kind of infinite flexibility of workflow you can achieve using the features listed above. They do however have structured data.

Re:RT For sure (4, Interesting)

yarbel (1134645) | more than 7 years ago | (#20037483)

RT does not scale well at all however. We have had to make major modifications to the source in order to support 200,000+ tickets.

Did you index it? (2, Interesting)

g8orade (22512) | more than 7 years ago | (#20037557)

We've been running it for 2 plus years now, have 100,000 plus tickets, and it's quite fast. We did have to add an index recently when coming back to All Tickets view and many of us have a lot of queues.

I see others have had issues / bad experiences. Our shop has some very experienced Oracle guys and someone who, so far, has been able to make it do everything we've wanted it to using Perl mods. (auto assignment based on subject contents, custom fields, etc.).
Maybe other tools are easier when you don't have this kind of support.

We are using it also for project management and in conjunction with Twiki; it's quite effective to create an RT ticket and link it to a wiki page, instead of uploading attachments. This way we end up creating a web FAQ / history and have RT all at once.

Re:Did you index it? (1)

notque (636838) | more than 7 years ago | (#20037867)

I think the support is important. I was able to hack together any sort of odd request that the business asked. That was something I couldn't have done with other systems. You got whatever they put in with other ticketing systems. With RT, you ask for something, you get it provided you have some support.

We connected into other systems, had real time displays of information to help them answer questions inside the system. It was very nice until we were bought out, and started using a monolithic system that have absolutely nothing you want.

Good times.

Re:RT For sure (5, Informative)

jesse (306) | more than 7 years ago | (#20038293)


I'd love to hear a bit more about the scaling problems you had over on We have end users (some of them paying customers, but plenty of them not) with well over a million tickets in their RT instances without any sort of performance problem.

And I'd certainly love to see patches for anything you had to do to get performance up to snuff. (Since, well, we'd certainly like to improve things if users are running into trouble.

Jesse (RT's chief catherder)

Re:RT (4, Interesting)

zeath (624023) | more than 7 years ago | (#20037509)

When researching a ticket tracking system to implement at my workplace I came with no experience in any non-proprietary system. I compared RT and trac [] side-by-side and found trac to be much more readable and user-friendly. Even for me, when setting it up, I spent an entire day trying to make heads or tails of the RT interface, while in a day I already had trac up and running and I was showing others how to log in and use it. Now that it is in production, what surprises me the most is the ease with which the non-IT department managers use it for tracking their tickets and project progress.

The irony of the situation is that I do specialize in Perl, which is why I went toward RT first. I assumed it would have been the better choice for making any changes to the underlying system, but in the process of working with trac I've learned Python enough to hack together a number of custom solutions for our needs.

Since I didn't go any further with RT after that first day, I can't say how well that would have worked, but in my case RT did leave a bad taste in my mouth.

Re:RT (4, Informative)

notque (636838) | more than 7 years ago | (#20037851)

RT used to be much more difficult to install than it is now. Even then, it wasn't very difficult if you are a Linux Administrator with a knowledge of perl.

Now, it's extraordinarily simple. Initial understanding of some of the rights management will take a little bit of time depending on how complex you want it to be.

Re:RT (1)

zeath (624023) | more than 7 years ago | (#20037991)

My time frame for comparing the two packages, which I did not mention, was about a month ago. It wasn't that it was difficult to install; it was the configuration after it was installed that felt like I was on a treadmill, I was spending all my time working backwards and fighting with features I didn't need and managing permission settings way beyond the complexity that I required. In trac I was customizing ticket fields and setting up project workflows in a fraction of the time that it had taken me to give up on RT. I don't think I could have accomplished as much as I have done in the past month if I had tried to do so with RT, but this might just be an instance of trac being the right tool for the right job.

Re:RT (2, Informative)

tirerim (1108567) | more than 7 years ago | (#20038679)

RT is indeed extremely customizable, and with enough effort can be made to do just about anything (we have scripts that automatically update tickets based on the state of files in our CVS tree, for example). However, there are a lot of settings, and the documentation is extremely haphazard, so if you want to do something complex, and you don't happen to think like an RT developer, it can take a long time to figure out how.

And as for making really low level changes, the source can only be described as labyrinthine, and the database design isn't much to speak of either.

As a whole, it's powerful, but messy.

Re:RT (2, Informative)

mrmagos (783752) | more than 7 years ago | (#20037511)

Oh, if I only had Mod points. RT is great. Once you get used to it, it's not too difficult to customize, and can be extended with the user-contributed modules (e.g. LDAP/Active Directory integration). There's even an O'Reilly book [] that outlines customization for different requirements/environments.

Re:RT (1)

cblack (4342) | more than 7 years ago | (#20037579)

Another thumbs up for RT. I have used a few others including custom systems in the past and RT is towards the better end of the systems I've used. (trac is also nice). One of the really great things about RT is how easy it is to integrate email into the workflow. It is very easy to have an incoming email address like "" where people can send requests and get a link to their ticket. In addition all email you send in reply to that mail (or any that have the ticket number in the subject) automatically get captured into the log of the ticket viewable from the web interface.

Re:RT (5, Funny)

More_Cowbell (957742) | more than 7 years ago | (#20037609)

The website is down (slashdotted?) Do you know where I can submit a ticket?

Re:RT (1)

notque (636838) | more than 7 years ago | (#20037825)

Another vote for Request Tracker, the best ticket tracker I've ever used, deployed, and customized.

Re:RT -- Use RoundUp instead.. (4, Informative)

cowmix (10566) | more than 7 years ago | (#20037827)

RoundUp (which is Python based) is a great system..

Its self contained.. a GREAT email interface.. easy to setup and easy to extend.

Re:RT (1)

CRX588 (1002741) | more than 7 years ago | (#20038841)

Yes, just started using this, slightly complex but very nice indeed.

Same thing under Windows (1)

bigman2003 (671309) | more than 7 years ago | (#20037335)

I'm looking for the same thing, only I need it to run under windows.

I'm looking for something web-based, allowing clients to enter tickets, and programmers to respond to them.

Any ideas?

Re:Same thing under Windows (0)

Anonymous Coward | more than 7 years ago | (#20037487)

Well, I wrote this [] (demo here [] ) which could be abstracted/forked. It's a simple ticket-based support system written in PHP.

Just a Hello from Davis (0, Redundant)

buswolley (591500) | more than 7 years ago | (#20037535)

I'm sure glad there is some Woodland pride to compete with all this Davis pride just South. Nice website.

Re:Just a Hello from Davis (1)

buswolley (591500) | more than 7 years ago | (#20039199)

don't you mean off topic? I was replying to the parent's sig.

Re:Same thing under Windows (1)

LynnwoodRooster (966895) | more than 7 years ago | (#20037597)

Try PHProjekt [] - I use it, and am quite happy with it. Group policies, project/task tracking, time logging, threaded discussions, etc. Pretty full-featured, simple to use, I can grant and limit access to whomever I choose.

Re:Same thing under Windows (0)

Anonymous Coward | more than 7 years ago | (#20038229)

Try Gemini from Countersoft []

Runs on Windows under ASP.NET, C# & SQL Server. Free licence for single site with up to 5 users, internal use only. Commercial licence is US$810.

Re:Same thing under Windows (2, Insightful)

crossmr (957846) | more than 7 years ago | (#20038453)

if its web you don't need it to run under windows. Its why god invented virtual machines. Web based means the back end should be completely transparent to the users and it doesn't matter if its run on a gerbil strapped to a hamster chasing a toaster.

Re:Same thing under Windows (2, Funny)

Actually, I do RTFA (1058596) | more than 7 years ago | (#20039213)

it doesn't matter if its run on a gerbil strapped to a hamster chasing a toaster.

I'd be careful of gerbil/hamster based backends. There's always that one sysadmin whose just too interested...

Eventum (4, Interesting)

Lordrashmi (167121) | more than 7 years ago | (#20037339)

A bit of shameless self promotion (since I am the lead developer), check out Eventum [] .

It might not be the perfect fit for you, but it is stable and customizable. Right now it is lacking built in customer management features, instead it relies on a Customer API to integrate with other systems. Right now I am working on integration with Sugar CRM but do not yet have an ETA on when it will be released.

Re:Eventum (0)

Anonymous Coward | more than 7 years ago | (#20037407)

Hopefully it is a bit more stable than the link you provided.

CitrusDB (1)

posit316 (1134637) | more than 7 years ago | (#20037359)

Does citrusdb ( do what you need?

One (5, Funny)

m0nkyman (7101) | more than 7 years ago | (#20037379)

Postgresql. You may need to do some minor work customizing it....

Not quite OSS (1)

FreemanPatrickHenry (317847) | more than 7 years ago | (#20037385)

It's not Free, but you might want to check out Cerberus Helpdesk [] . They've got a free (beer) version [] that's subject to some limitations. We considered using it at my last job (before settling on another solution.)

Re:Not quite OSS (1)

deftcoder (1090261) | more than 7 years ago | (#20037545)

What did you end up settling on?

Re:Not quite OSS (1)

FreemanPatrickHenry (317847) | more than 7 years ago | (#20037751)

We ended up settling on a ticket tracking system by Intuit. I was pushing for the Cerberus solution, but the higher-ups settled on that, for whatever reason.

Re:Not quite OSS (0)

Anonymous Coward | more than 7 years ago | (#20038649)

Track IT! Sucks.

Re:Not quite OSS (1)

AugstWest (79042) | more than 7 years ago | (#20037731)

I can vouch for Cerberus, it's a great product. Yes, there's a free version, but the full license is about $300, which is peanuts for a ticketing/crm system, and it is the best one I've used.

I've worked for companies that spent ludicrous amounts of money on ticketing systems, and I've always wished I could go back to Cerberus. I just left a job that used RT, and I hated it.

trac (4, Informative)

zeath (624023) | more than 7 years ago | (#20037395)

I implemented trac [] at my workplace as a change control and task management system. We use it for both internal projects as well as billable work, with a number of custom fields for supporting our quoting system and quality control. The built-in Wiki also doubles as our IT documentation repository, all in one easy to access location.

It is extremely extensible, and anything not readily available [] can be easily created. It didn't take much time to learn the class and data structures and I've modified existing plugins and written a few of my own to support our needs.

Re:trac (1, Informative)

Anonymous Coward | more than 7 years ago | (#20037523)

Trac is a nice tool. Easy to setup easy to use. It can be used with
Postgresql. You can authenticate with htdigest. There is also a
command line interface so you can automate administration with scripts.
You can also install subversion and browse the source trees through Trac.

Linus is right (-1, Offtopic)

Anonymous Coward | more than 7 years ago | (#20037425)

I am with Linus on this one. For the life of me I can't understand what this sucking up to RMS is about.
Linus himself does not think GPLv3 is a good thing. So why do people keep adopting it.

We use JIRA (5, Informative)

GoatRavisher (779902) | more than 7 years ago | (#20037429)

JIRA runs under Linux. It is not open source, but the cost of the application and support is well worth it. I believe it is free to use for open source projects. They also provide the full source code, which has allowed us to heavily customize the application. When I started evaluating issue tracking systems this page proved to be rather useful tracking_systems [] .

Be your own customer and ... (0, Offtopic)

SageMusings (463344) | more than 7 years ago | (#20037431)

Write one. If it's good, sell it.

Re:Be your own customer and ... (1)

Nikron (888774) | more than 7 years ago | (#20037815)

NIH, much?

phpBMS (1)

Statecraftsman (718862) | more than 7 years ago | (#20037451)

While not conceived as a ticket tracking app, phpBMS might be able to suit your business better than a plain old ticket tracker. phpBMS runs on LAMP and can manage customers, invoicing, and sales/prospecting. I found it while looking for a way to do billing but it's turned out to be good for managing contacts.

Re:phpBMS (1)

seemer (1133661) | more than 7 years ago | (#20037935)

I can comfirm that it is a very nice BMS. Very handy. []

Vtiger (4, Informative)

Blackknight (25168) | more than 7 years ago | (#20037547)

Check out Vtiger [] , it's a really nice CRM and also has ticketing features.

Re:Vtiger (2, Informative)

yhetti (57297) | more than 7 years ago | (#20037791)

Seconded. Vtiger is an excellent system that's based on a fork of SugarCRM from a while back. I've been running it for about 8 months production and I've been extremely happy with it. You can make custom fields for time tracking and cheat a little bit to get asset management. Overall, B+/A-

Kayako (1)

getRoot (165085) | more than 7 years ago | (#20037571)

We're using kayako ( [] ) as our user facing trouble ticketing system. It's not free (cost us something like a couple of hundred US$) but it is very functional and includes mechanisms to track costs. It has a bunch of stuff included that we don't use - like live support etc - as well as a bunch of cool stuff that I haven't seen elsewhere (like AJAX based searching of knowledge base articles as someone updates a trouble ticket). It also integrates nicely with our LDAP based single signon system. We support 6 remote offices and about 200 users with the product. You can even pay an extra license fee to have a non-branded version.

Re:Kayako (0)

Anonymous Coward | more than 7 years ago | (#20037645)

I have to use kayako where i work, it blows. The search function _doesn't_ work, replies don't always get sent (yet it would mark the tickets as closed), not something I'd wanna spend hundreds on personally :)

Remedy under WINE (1)

MeditationSensation (1121241) | more than 7 years ago | (#20037587)

Some people have been able to run Remedy via WINE under Linux. 1 []

Re:Remedy under WINE (1)

carlivar (119811) | more than 7 years ago | (#20037837)

Huh? Remedy is an expensive commercial system. Why would he want that? (much less under WINE).

Trac (Open Source; Python) (2, Interesting)

joost (87285) | more than 7 years ago | (#20037617)

Trac [] is an enhanced wiki and issue tracking system for software development projects. Trac uses a minimalistic approach to web-based software project management. Our mission is to help developers write great software while staying out of the way. Trac should impose as little as possible on a team's established development process and policies.

It provides an interface to Subversion, an integrated Wiki and convenient reporting facilities.

Look into some CMSs (1)

kc8jhs (746030) | more than 7 years ago | (#20037633)

I would look into some open source CMSs. Traq is an excellent option. I like doing web based setups to help clients feel more involved in the process.

I am working on a site right now that uses Drupal 5.2 and a few modules for it such as Casetracker and CCK to build just such a site. You can add modules to incorporate almost any functionality such as email notifications, SMS, source code tracking, revisions. See for more info and a quick how to.

Try bug trackers (0)

Anonymous Coward | more than 7 years ago | (#20037657)

Bug trackers such as bugzilla can do a great job of tracking small to medium sets of customers.

RightNow (0)

Anonymous Coward | more than 7 years ago | (#20037665)

Whatever you choose, don't let it be RightNow. It's runs ActiveX and is remotely hosted. It's a very demanding program, slow, and buggy. It has a lot of nice features, but it's not very intuitive. Alas, my work uses it.

Keystone is still alive and kicking. (2, Informative)

Shayde (189538) | more than 7 years ago | (#20037697)

Take a look at []

Opensource, non-alpha, many many users active, still being supported and worked on.

(Obdisclaimer. I wrote it. :)

Re:Keystone is still alive and kicking. (1)

speeDDemon (nw) (643987) | more than 7 years ago | (#20037971)

How about putting your demo back online so we can test / see the product!

Re:Keystone is still alive and kicking. (1)

Shayde (189538) | more than 7 years ago | (#20038029)

The demo is offline because folks were spamming it. The product page has screenshots on it though.

Drop me emailif you want to see the live demo.

I'd Tell you... (1, Funny)

MrCawfee (13910) | more than 7 years ago | (#20037699)

... but it will cost you $150/hour.

Yeah, it's been.... (0, Troll)

AugstWest (79042) | more than 7 years ago | (#20037705) least 2 months since this question was asked.

It amazes me the stuff that gets rejected vs the stuff that gets accepted over and over and over again.

Can we have another open-source cash-register thread tomorrow?

OTRS (1)

oedneil (871555) | more than 7 years ago | (#20037709)

OTRS [] is what I use for tracking. It seems built specifically to deal with tickets opened through an email support box, but has lots of internal tracking features as well.

Custom workflow templates (1)

adochan (238323) | more than 7 years ago | (#20037723)

On a related question:
I am looking around for a ticketing system that allows custom workflow templates based on the type of ticket or workorder, to allow a ticket to be assigned to the proper team or person based on an attribute of the ticket.

Trac does seem to have a custom workflow but only one that is global for all tickets in a project, and the same seems to go for other projects.

I checked the Wikipedia article on the comparison of issue tracking systems [] , but have not yet really found a good match. Any applications I should look at?

OTRS (0)

Anonymous Coward | more than 7 years ago | (#20037727)

COULD NOT FIND ANYTHING ?? (3, Informative)

kevorkian (142533) | more than 7 years ago | (#20037765)

wow .. all he found was "pre pre pre alpha alpha alpha"

the author did not do a very hard search.

First and for most .. RT Open source , even has commercial support if you want.Ive been using RT in many forms for at least 10 years now. I remember it back in the late 90s.

And then of course there is JIRA. This may be more for dev work. Most places ive been used RT for anything that MIGHT face the customer and the areas that had 'issues' and 'projects' that would end up closing at some time. But JIRA was used by the devs for bug tracking and coding projects.

of course there are a lot of others .. remedy is another that pops into my mind.

Seriously though. How could you have enough experience and knowledge to run your 'side business' and never have run into either of these projects in your travels. Where have you really worked that they have not used a ticketing system ? Or perhaps you are fresh out of school. But even fresh out of school. I would think that even the dorm network operators would have used SOME sort of ticketing system that you would have been exposed to , if even from the 'customer' side.

If your google-fu is so weak as to have not found these , then I fear for your customers.

there is even a nice wiki page comparing all the products.. racking_systems []

Open source or cheap? (1)

patp (253317) | more than 7 years ago | (#20037775)

When you say open source, do you mean you really want access to the source or you just dont want to pay too much (or anything at all)?

If you want quick, easy and cheap, check out workroll ( It is java based and runs right out of the box on top of tomcat. I am able to configure this to have multiple accounts for each client and issues related to just them as well as global issues. Comes with a lightweight database so hardly any system configuration overhead.

I dont mind paying a little to another small developer for their good efforts. After all, I make my income from software. I just dont like paying $1000's.

Peregrine Service Center (1)

deviantsteve (1134657) | more than 7 years ago | (#20037803)

We run peregrine service center, its mostly an enterprise level application but also support assets change management and requests. If you need something fairly hardcore. Its mostly designed for enterprise call centers though.

Taskhopper? (1)

Sadsfae (242195) | more than 7 years ago | (#20037875)

If you want something web-based, try out "Taskhopper" []

It's an addon for the Joomla! Content Management System ( [] )

I have been using it extensively to track customer issues, log new requests, and update and manage any manner of work I might do.

Ticket System (1)

kophey (797060) | more than 7 years ago | (#20037899)

I am a big fan of the cerberus system. [] It's a fully featured system and depending on your needs you can use the free version of it. If your company is just you and a few other people. you might like to give it a try.

dotProject (1)

danuary (748394) | more than 7 years ago | (#20037925)

It seems to me that the poster might benefit more from a project management system than a trouble ticketing system. I'd see if dotProject [] would do the trick. It does have a rudimentary ticketing module to assist interaction with customers, too - FWIW.

Robust Time Tracking, Project Mgmt and Billing (1)

Henry Rearden (1134663) | more than 7 years ago | (#20037945)

Check out Not open source, nearly free, and in use by small it teams to manage their business. Robust collaboration means you know what everyone is up to, and real-time time tracking means you know how you are doing against customer budget. Mac and Windows friendly, especially on Firefox and IE, nearly as good on Safari. Not iPhone friendly because of the lack of Flash support. And yes, this is shameless self-promotion.

OTRS (1)

steppin_razor_LA (236684) | more than 7 years ago | (#20037947)

This has been covered in a few previous "ask slashdots". When I was looking for a ticket system last time, I found some references to OTRS and ended up implementing at my company. IT supports ~200 people and we use it to track helpdesk, report, and feature requests. The system is open source and runs on a number of platforms including Linux and Windows.

Re:OTRS (1)

ShaunC (203807) | more than 7 years ago | (#20038873)

Add another vote for OTRS. It's what we use at work to manage all sorts of incoming helpdesk tickets, feature requests, bug reports, etc. It doesn't have any sort of calendaring/timetracking feature that I'm aware of, but it supports internal-only notes to be attached to any ticket. You could easily use this capability to keep track of the time you spend working on a particular issue.

Major missing point... (2, Insightful)

Sparr0 (451780) | more than 7 years ago | (#20037951)

All the other replies are pointing out great "ticket tracking" software, but I think that is the easy half of this request. I too have searched for what the original submitter is searching for. The key thing that is missing from the existing offerings is hour and work logs. Put simply, at the end of a ticket we need how much to bill the client for. Integrated invoicing would be awesome.

Re:Major missing point... (1)

analogueblue (853280) | more than 7 years ago | (#20037997)

JIRA (while not free/open source) does do this, and does it quite well, with sub-tasks time rolling up into parent tasks, etc....

ServiceDesk Plus (1)

shack420 (821947) | more than 7 years ago | (#20037969)

I support staff and guests at 5 hotels around NZ and use the free edition of ManageEngine ServiceDesk Plus ( e-desk/download.html?free) which is by far the best system I have tried (RT included). It can also integrate with their network monitoring tool which is a bonus. It was easy to implement too, and can import user lists from AD (and yes I did see you mention Linux :P) Jay

ILLEGAL (-1, Troll)

Anonymous Coward | more than 7 years ago | (#20037995)

Why must I help in your commercial interests. F--- Off...

dotProject (1)

sydbarrett74 (74307) | more than 7 years ago | (#20038011)

I think dotProject will do most, if not all, of what you need....from the site:

Features Include:
  • User Management
  • Email based trouble Ticket System, (Integrated's ticketsmith)
  • Client/Company Management
  • Project listings
  • Hierarchical Task List
  • File Repository
  • Contact List
  • Calendar
  • Discussion Forum
  • Resource Based Permissions

Re:dotProject (1)

Crimsonjade (1011329) | more than 7 years ago | (#20038189)

I gave up dotProject after I found myself spending more time using dotProject than actually doing work.

I was sure the first post was going to say..... (1)

nak_slim (681348) | more than 7 years ago | (#20038049)

Bugzilla, "not just for code anymore".

dotProject (0)

Anonymous Coward | more than 7 years ago | (#20038069)

Not too sure what your requirements mean to you, but dotProject ( [] ) has good task separation for multiple clients. It's really project management software so you may find the ticket tracking a little weak, but it's functional enough for many tasks. Tasks are assigned to projects and project are assigned to companies, but tickets are assigned to users. It does track time usage and billing rates and you can attach documents to tasks and create task logs. I think it's pretty slick, though development seems a little slow. The interface is also a little 'quirky' until you grok the flow.

Dumb question (0)

Anonymous Coward | more than 7 years ago | (#20038245)

What is the difference between a ticket tracking solution and a bug tracking solution?

ClockingIT (1)

Lars512 (957723) | more than 7 years ago | (#20038443)

I'd try ClockingIT [] , which is a rails-based interface. I had been using roundup, which is nice because it's very easily customizable, but moved to ClockingIT because of the free hosting they provide, and the simple workflow. The nicest thing is that you interactively use the page itself to log your hours, so you don't have to manage the time side of things. It supports multiple customers, projects, milestones, etc, and has a built-in wiki, forum and reporting interface. It's really quite nice.

Re:ClockingIT (1)

Fudgie (594631) | more than 7 years ago | (#20039011)

Just thought I'd mention that ClockingIT is open-source as well (MIT/X11) so you're free to do whatever you want with it. It's quite stable, and under active development. It's been developed by me, so let me know if you feel something is missing or could be done better.

DCL (1)

lvmoon (1007225) | more than 7 years ago | (#20038741)

Take a look at DCL [] It has served me rather well in the past.

Customer management rather than ticketing (1)

SSpade (549608) | more than 7 years ago | (#20038765)

You say you want a ticketing system, but that doesn't sound like what you really need (if it were, I'd suggest RT for issue tracking or Trac for defect tracking).

I'd take a look at SugarCRM [] , or one of it's forks instead. MySQL only, so be careful to keep regular backups.

Eventum (0)

Anonymous Coward | more than 7 years ago | (#20038883)

I'm surprised no one has mentioned Eventum [] . It takes a little while to customise, but once it is up and running the email integration is oh sooo sweet.

Zentrack (1)

frostband (970712) | more than 7 years ago | (#20038889)

Zentrack seems easy enough. Has some good features. I'll have to say that I have only used one other system and zentrack is far superior. []

what about OTRS... (1)

dandu (865681) | more than 7 years ago | (#20039155)

what about OTRS... [] ?
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