[thelist] looking for ticket system recommendations

Max Schwanekamp lists at neptunewebworks.com
Fri Feb 10 11:39:08 CST 2006

Sarah Adams wrote:
>>Required features:
>>- very easy (for my client) to use
>>- ability to prioritize tickets, not just with a few levels, but 
>>actually sorting the entire list of tickets into the exact order I want
>>- ability to categorize tickets
>>- low or no cost
>>Nice-to-have feature:
>>- a field to indicate a time estimate for completing a request

I had a similar question[0] some months back, and in the end my 
favorites were dotproject[1] or [to continue with] Basecamp[2].  After a 
brief fling with dotproject, I've returned to Basecamp because while 
dotproject had all the features I wanted, it's godawful slow and clients 
don't take to it as easily.  Basecamp is very useable, and I use ToDo 
lists extensively, one list for each "ticket" category, each list 
ordered according to priority.  (It works, but I think I'll try FogBugz 
soon, now that it's available on Unix!)

> Does anyone have any good or bad experiences to share about either of these?
> osTicket: http://www.osticket.com/
> OTRS: http://otrs.org/

I think there's one spec you haven't mentioned - is this a ticket system 
for your client to use to answer questions about products from 
end-customers?  Or is this a system for you and other IT people to track 
  your project development?  These are often referred to by the same 
names, "request tracker", "ticket system", etc. but have very different 

Your first post seemed to imply that you're after the latter, i.e. a 
project management/tracking app for IT to interface/track 
client/management requests; but those two examples are end-customer 
ticket systems.

[0] http://lists.evolt.org/archive/Week-of-Mon-20051031/177196.html
[1] http://www.dotproject.net/
[2] http://www.basecamphq.com/

Max Schwanekamp

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