Support Ticketing system [duplicate]

Solution 1:

RT is nice.

Solution 2:

We use SpiceWorks. Not open source, but it is free as in beer.

Solution 3:

This has been asked at least twice on StackOverflow, and there is lots of good info in the answers.

A couple of alternatives that I haven't seen mentioned here or there ...

I have heard good things about AxoSoft OnTime, although I have never used it. While it is oriented to software development teams, the help desk and project management features are (apparently) flexible enough to work for general IT management. The cost seems reasonable.

Also, the Jira "issue tracking" system is also development centric, but their wiki has information about setting it up as a general IT help desk support system. If you do development, the ability to see all of the IT work in one place is priceless. I tried to setup FogBugz for that and did not get good results.

Solution 4:

Without knowing your requirements, this would be my best suffestion, free and open source:

dotProject

PHP web-based project management framework that includes modules for companies, projects, tasks (with Gantt charts), forums, files, calendar, contacts, tickets/helpdesk, multi-language support, user/module permissions and themes

http://sourceforge.net/projects/dotproject/

Here is another one of our clients love:

Slick-Ticket is a no-nonsense trouble ticketing/help desk solution.

This is a simple, to-the-point system. It was born out of loathing of the system that I was forced to use. It was tested in a live environment with hundreds of users and ultimately de-throned our expensive and bloated ticketing software.

Full Integrated with Active Directory means not another layer of permissions to add Intuitive interface allows users to jump right in

Integrated help/faq system for administrators to inform users

Details Utilizes .Net 3.5 (C#)

Asp.Net architecture built with Linq-to-SQL

Utilizes Asp.Net AJAX and the AJAX Control Toolkit

Completely customizable colors/themes

Installation program included, just load it on your machine and follow the directions

Localized - Available Languages

Website: http://slick-ticket.com

http://slickticket.codeplex.com/