[Techtalk] Help desk/trouble ticket/knowledge base software?
jennyw
jennyw at dangerousideas.com
Thu Jan 13 10:17:54 EST 2005
On Wed, Jan 12, 2005 at 03:27:23PM +0000, Conor Daly wrote:
> A colleague of mine tried out something called 'phpSupport' which is a
> straight LAMP solution. It did have a few issues where we entered a
> specific string in the ticket title box and it seems to search only on the
> original description rather than on later comments. The developer is on
> hand to troubleshoot on the forum though. Can't think of the URL just now
> but if you can't find it, shout and I'll post a URL.
I took a look at the site and, unfortunately, phpSupport seems to be relatively
simple. It does the basics -- lets you assign and reassign tickets, set severity,
and has a history, but it doesn't do some other things that RT and OTRS do, such
as:
* Integrated knowledgebase.
* Canned response templates (particularly useful to cut down on sending the same
message over and over again).
* More sophisticated queues, groups, users.
* More sophisticated e-mail handling.
The knowledge base might not be a must-have, but the others, especially canned
responses, are pretty important. Someone on arstechnica suggested I take a look at
roundup.sourceforge.net -- it doesn't have all the features, either, but it's
interesting and may be easily extensible. It has before/after actions that can run
on modifications, mini-mailing lists (nosy lists) for each issue, is written in
Python, and can run with Zope (not sure how it relates to Zope exactly yet). I
don't know if it stacks up to OTRS (which seems to be the most full-featured
package I've looked at so far), but I'm going to look at it a little closer.
Any other packages people have checked out?
Thanks!
Jen
----- End forwarded message -----
More information about the Techtalk
mailing list