<a href="http://drupal.org/project/storm">http://drupal.org/project/storm</a><br><br><div class="gmail_quote">On Sat, Dec 17, 2011 at 7:13 AM, Allen Shaw <span dir="ltr"><<a href="mailto:publicnet@fastmail.fm">publicnet@fastmail.fm</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">Hi Fred,<br>
<br>
I used Eventum for a while, and it seemed to do a good job of tracking<br>
issues via email, such that users never knew the web interface existed.<br>
Check <a href="http://forge.mysql.com/wiki/Eventum/" target="_blank">http://forge.mysql.com/wiki/Eventum/</a><br>
<br>
Best Luck,<br>
Allen<br>
<div class="HOEnZb"><div class="h5"><br>
On 12/12/2011 01:23 PM, Fred Jones wrote:<br>
> 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>
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</div></div></blockquote></div><br><br clear="all"><br>-- <br>Daniel Honrade, Jr.<br><br>alternate email: <a href="mailto:danielhonrade@gmail.com">danielhonrade@gmail.com</a><br>websites: <a href="http://danielhonrade.com">http://danielhonrade.com</a><br>
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