[consulting] Ticketing Software

[jagdish chauhan]

Hello Fred,




Please find below comments on client's requirements,



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.



Estimation would be different for both.



for completely new development solution, we need complete requirement from
you including all feature and functional flow.



For readymade solution we need exact solution client is looking to use.



Or we can suggest any solution we can find for your requirements.



Regards




On Tue, Dec 13, 2011 at 12:53 AM, 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
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