<div><font face="verdana,sans-serif">Hello Fred,</font></div>
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<p style="MARGIN:0in 0in 0pt" class="MsoPlainText"><font face="verdana,sans-serif">Please find below comments on client's requirements,</font></p>
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<p style="MARGIN:0in 0in 0pt" class="MsoPlainText"><font face="verdana,sans-serif">1) Are looking for solution which will be developed from scratch or want to use any existing solution available in market and then modify it.</font></p>
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<p style="MARGIN:0in 0in 0pt" class="MsoPlainText"><font face="verdana,sans-serif">Estimation would be different for both. </font></p>
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<p style="MARGIN:0in 0in 0pt" class="MsoPlainText"><font face="verdana,sans-serif">for completely new development solution, we need complete requirement from you including all feature and functional flow.</font></p>
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<p style="MARGIN:0in 0in 0pt" class="MsoPlainText"><font face="verdana,sans-serif">For readymade solution we need exact solution client is looking to use.</font></p>
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<p style="MARGIN:0in 0in 0pt" class="MsoPlainText"><font face="verdana,sans-serif">Or we can suggest any solution we can find for your requirements.</font></p>
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<p style="MARGIN:0in 0in 0pt" class="MsoPlainText"><font face="Verdana">Regards</font></p>
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<div class="gmail_quote">On Tue, Dec 13, 2011 at 12:53 AM, Fred Jones <span dir="ltr"><<a href="mailto:fredthejonester@gmail.com">fredthejonester@gmail.com</a>></span> wrote:<br>
<blockquote style="BORDER-LEFT:#ccc 1px solid;MARGIN:0px 0px 0px 0.8ex;PADDING-LEFT:1ex" class="gmail_quote">I work with a small firm and the support system they have in place is<br>no longer sophisticated enough for their growing needs. We are looking<br>
for an open source ticketing system, ideally in PHP. Integration with<br>Drupal would be nice, but this is not a crucial need. The main issues<br>are:<br><br>1. Two-way Email Updates: Both the client and the staff should be able<br>
to receive and send updates to tickets via email<br>2. Attachments and HTML Email: Ideally the email-based updates will<br>allow users to send attachments and also HTML email. Many of our<br>clients send HTML emails, with a bit of formatting, and so we need to<br>
be able to see that in the tickets, ideally.<br>3. Clients should not be required to create user accounts and login in<br>order to access tickets.<br><br>I think those are the main issues.<br><br>Of course there is <a href="http://otrs.org/" target="_blank">http://otrs.org/</a> but I can't readily see if they<br>
have the 3 features (or even 2) that we want. I have used Trac and<br>OpenAtrium, but they both require logins. I found this<br><a href="http://www.bestpractical.com/rt/" target="_blank">http://www.bestpractical.com/rt/</a> that has email ticket creation but I<br>
don't know anything about it. I'm guessing <a href="http://www.zentrack.net/" target="_blank">http://www.zentrack.net/</a> is<br>good and I think that's what I will try next.<br><br>Basically what we *think* we want is that clients can submit our<br>
Contact Us form or email us at <a href="mailto:support@somefirm.com">support@somefirm.com</a> and either way, a<br>ticket will be created in the system, we get updated via email and<br>then we could reply via the web site or email and either way, the<br>
client would then be updated.<br><br>Our needs are fairly simple, beyond those mentioned. Simple status of<br>tickets so can close them etc.<br><br>If anyone has any suggestions, or further ideas I should be<br>considering, I would appreciate it.<br>
<br>Thanks,<br>Fred<br>_______________________________________________<br>consulting mailing list<br><a href="mailto:consulting@drupal.org">consulting@drupal.org</a><br><a href="http://lists.drupal.org/mailman/listinfo/consulting" target="_blank">http://lists.drupal.org/mailman/listinfo/consulting</a><br>
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