[consulting] Ticketing Software

[alastair scarborough]

Try Mantis
Good Luck

On 12/12/2011 19:23, "Fred Jones" <fredthejonester at gmail.com> wrote:

>I work with a small firm and the support system they have in place is
>no longer sophisticated enough for their growing needs. We are looking
>for an open source ticketing system, ideally in PHP. Integration with
>Drupal would be nice, but this is not a crucial need. The main issues
>are:
>
>1. Two-way Email Updates: Both the client and the staff should be able
>to receive and send updates to tickets via email
>2. Attachments and HTML Email: Ideally the email-based updates will
>allow users to send attachments and also HTML email. Many of our
>clients send HTML emails, with a bit of formatting, and so we need to
>be able to see that in the tickets, ideally.
>3. Clients should not be required to create user accounts and login in
>order to access tickets.
>
>I think those are the main issues.
>
>Of course there is http://otrs.org/ but I can't readily see if they
>have the 3 features (or even 2) that we want. I have used Trac and
>OpenAtrium, but they both require logins. I found this
>http://www.bestpractical.com/rt/ that has email ticket creation but I
>don't know anything about it. I'm guessing http://www.zentrack.net/ is
>good and I think that's what I will try next.
>
>Basically what we *think* we want is that clients can submit our
>Contact Us form or email us at support at somefirm.com and either way, a
>ticket will be created in the system, we get updated via email and
>then we could reply via the web site or email and either way, the
>client would then be updated.
>
>Our needs are fairly simple, beyond those mentioned. Simple status of
>tickets so can close them etc.
>
>If anyone has any suggestions, or further ideas I should be
>considering, I would appreciate it.
>
>Thanks,
>Fred
>_______________________________________________
>consulting mailing list
>consulting at drupal.org
>http://lists.drupal.org/mailman/listinfo/consulting