I'm looking for some software that will interface email with a ticket/problem tracking software. So far I've looked at ticketsmith and RT.

Any comments on these two or other packages to look at? I prefer opensource, but I'm open to anything :D.

Frank

Ticketsmith has been working quite well for us, after making a couple fixes and tweaks. But RT?? Can't recall that one. Got a link?

Speak of the devil ...

I just happened to be purusing Stonekeep Consulting's website this evening, and stumbled across a link to this site: http://www.fsck.com/projects/rt/ -- I think this is the RT project mentioned.

Dan

Yep, that's the RT that I'm talking about.

Frank

Originally posted by ffeingol
I'm looking for some software that will interface email with a ticket/problem tracking software. So far I've looked at ticketsmith and RT.

Any comments on these two or other packages to look at? I prefer opensource, but I'm open to anything :D.

Frank

Quite oubviously Ticketsmith is much simpler than RT. Compare the documentation files and you'll see what I'm talking about...

I have used Ticketsmith in the past and have found it extremely reliable. I have not used RT.

Why am I not still using Ticketsmith? I need a more integrated billing-support system (Don't tell me to consider Ubersmith Voxel guys, I know). ;)

Well I actually have RT up and running for testing. I'm just looking for other options so I don't have to install 10 different things to test :D

Frank

Since you setup both, did you have any feedback as to which one you liked better? We set up ticketsmith, and the only shortcomings I found that it had were:

1. No automatic auto response with ticket #

2. Sends message and generates a new ticket number each time a user responds (instead of keeping the old ticket #) -- the replies themselves are grouped in the original ticket number, but it would be much better if there was a way to change the notification to say something like "Followup to ticket number ___" Instead of New ticket number ___

3. No web interface for end users

I've only setup RT on our server. The only thing I don't like about RT is that you can't really change the look/feel of the GUI very easily. It's compiled into the c code.

We were not looking for something that would give the customers access to the system, so that is not important to us.

If you'd like a demo of RT, just contact me and I can arrange it.

Frank

Originally posted by alchiba
Ticketsmith has been working quite well for us, after making a couple fixes and tweaks. But RT?? Can't recall that one. Got a link?

Can you tell me about the fixes and tweaks?