This post was a tossup between tech issues and here, hope this is the right place :)

I have recently started using ticketsmith and am very happy with it because of it's simplicity. A nice little form on my site for easy ticket submissal and emails to support also get piped in. No bells and whistles, nice and clean, best of all, free.

I've tried a few payed system and perldesk, and though they offer a lot more features, I find I don't need them and ticketsmith comes straight to the point.

I however regret that the development of ticketsmith by voxel was stopped a few years ago. This is a big loss as further development wouldn't have hurt.

I'm missing 2 things I would really like, those beeing the possibility to add staff members (should be possible according to the docs, but I don't see how, other than maybe adding them straight to the mySQL database) and I'd like to be able to set the 'from' field of emails sent out by ticketsmith, as it is currently left blank.

Has anybody further developped ticketsmith to work with these features? I do have 1 or 2 programmers that were willing to take a look at the script for me, but I thought I'd check if anybody has already developed it further and is willing to share.

Thanks.

I like Ticketsmith, too. It's a terrific, straightforward simple program for handling tickets via email.

I believe you can designate a "from" address and add new users by logging in as admin. If you have the readme file, it explains where to edit the admin password. (If you don't have that, let me know and I'll look it up.)

On thing we missed in Ticketsmith was a way for a tech to claim a ticket so other techs wouldn't respond simultaneously. To handle this, we added a "Being Answered" option in the Priority field. The tech selected it while answering and put the status back to normal after answering. This wasn't a perfect solution, but it worked well enough for us.

I believe you can designate a "from" address and add new users by logging in as admin.Tried that, but I can't find the option. It should be there according to the documentation, but I can't find it. Maybe I'm going blind. Adding the admin is just a case of editing the database setup file so the admin user is created, did all that ;)

Hmmm.... "Create new user" is the only option when you're logged in as admin so you wouldn't miss it if it were there. A screenshot is here: http://voxel.net/projects/ticketsmith/images/admin.png

If you mean you can't find the option to log in as admin, log out as a user and back in as admin, using the password designated when you installed Ticketsmith (viewable at the bottom of the table.schema file).

If this doesn't help, maybe the mailing list archive contains some ideas: http://www.voxel.net/projects/archives/index.php/ticketsmith-users .

I am having issues with some emails, (HTML) and certain mail servers not reading the body into the message. This is a big problem I just noticed and am trying to find a solution.

Other than that it is great. I did quite a bit of customizing and have it set so that whatever email address reaches us

Ex
webhostingsupport@
support@
hostmaster@

It sends the response from this address.

From what I understand they still develop on it but it's part of their service (ubersmith). It looks nothing like ticketsmith any longer and has grown quite a bit.

Best Regards,
Ben

Its basic but clean and stable, over 90,000 tickets later and still running strong :)

Just thought I'd jump in here with some information.


1. Voxel dot Net is no longer actively developing Ticketsmith. We may
choose to do so at some point, but since the last released version is
Open Source, anyone can use/develop on it.

2. We sold Ticketsmith along with our in house billing system to Ubersmith
Inc a few years ago, when it was spun off from Voxel.
The guys at Ubersmith are a bunch of great guys -- infact, some of our
developers went to go work for them and we share a lot of common history.
They've certainly taken Ticketsmith to a whole new level, but that's another
story.

If anyone wants any information about Ticketsmith, or wishes to maintain it (we would consider changing the license to GPL from the current VPL), please let me know, I'd be happy to help.

Best,

Raj Dutt