[consulting] Ticketing Software

[Allen Shaw]

Hi Fred,

I used Eventum for a while, and it seemed to do a good job of tracking 
issues via email, such that users never knew the web interface existed.  
Check http://forge.mysql.com/wiki/Eventum/

Best Luck,
Allen

On 12/12/2011 01:23 PM, Fred Jones 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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