[Techtalk] Help desk/trouble ticket/knowledge base software?

[jennyw]

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


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