[consulting] Ticketing Software

[Daniel Honrade]

http://drupal.org/project/storm

On Sat, Dec 17, 2011 at 7:13 AM, Allen Shaw <publicnet at fastmail.fm> wrote:

> 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
> > _______________________________________________
> > consulting mailing list
> > consulting at drupal.org
> > http://lists.drupal.org/mailman/listinfo/consulting
>
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-- 
Daniel Honrade, Jr.

alternate email:  danielhonrade at gmail.com
websites:  http://danielhonrade.com
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