[thechat] Trouble Ticketing

Jeremy Weiss eccentric.one at gmail.com
Tue Dec 13 09:08:45 CST 2011

In my previous job we were using SpiceWorks [0] for several years and
it worked great. Very feature rich. However, once we got up into the
tens of thousands of tickets, the performance tanked. So we switched
our ticketing system over to OS Ticket [1]. For the most part it
worked quiet well, but it lacked some of the features that SpiceWorks
had. But, to me, the best part was that there was a fairly active dev
community behind it. So, while there were several features that the
software lacked, I was able to find instructions on how to implement
most of the changes we needed.


[0] http://www.spiceworks.com/
[1] http://www.osticket.com/

On Tue, Dec 13, 2011 at 8:53 AM, Fred Jones <fredthejonester at gmail.com> wrote:
> I work with a small firm and the support system they have in place is
> no longer sophisticated enough for their growing needs. We are looking
> for an open source ticketing system, ideally in PHP. Integration with
> Drupal would be nice, but this is not a crucial need. The main issues
> are:
> 1. Two-way Email Updates: Both the client and the staff should be able
> to receive and send updates to tickets via email
> 2. Attachments and HTML Email: Ideally the email-based updates will
> allow users to send attachments and also HTML email. Many of our
> clients send HTML emails, with a bit of formatting, and so we need to
> be able to see that in the tickets, ideally.
> 3. Clients should not be required to create user accounts and login in
> order to access tickets.
> I think those are the main issues.
> Of course there is http://otrs.org/ but I can't readily see if they
> have the 3 features (or even 2) that we want. I have used Trac and
> OpenAtrium, but they both require logins. I found this
> http://www.bestpractical.com/rt/ that has email ticket creation but I
> don't know anything about it. I'm guessing http://www.zentrack.net/ is
> good and I think that's what I will try next. I also was told to check out
> http://www.mantisbt.org/
> Basically what we *think* we want is that clients can submit our
> Contact Us form or email us at support at somefirm.com and either way, a
> ticket will be created in the system, we get updated via email and
> then we could reply via the web site or email and either way, the
> client would then be updated.
> Our needs are fairly simple, beyond those mentioned. Simple status of
> tickets so can close them etc.
> If anyone has any suggestions, or further ideas I should be
> considering, I would appreciate it.
> Thanks,
> Fred
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