Hello,

I was wondering if anyone had some suggestions on a good support ticket system. There seem to be a lot of posts looking for cheap or free systems. I was wondering what some of the top of the line ones were though. I'm not overly concerned with price, but would like a nice fully featured system.

Three basic requirements that I would need would be that people can submit tickets through email, instead of a web based form. Also, I need a good search facility for searching old tickets. Finally, I would like something that assigns a ticket ID, and keeps previous emails regarding the ticket.

ubersmith looks like it might do the trick. I was wondering if there are any others that I should look at. I would prefer to host it on my own servers instead of having it on another companies machine.

Any advice is greatly appreciated.

Use the search button. There have been lots of discussions. :)

Yup :D,

I've searched through them all. Most of the were regarding finding a very cheap or free system. I was mainly wondering if there would be any different recomendations if I was looking for a higher priced solution.

Hi,
Take a look at http://www.phpsupportdesk.com/

We use it and we are pleased with it.

Can clients send support request to the desk by email if they haven't registered. I looked through previous posts, and it appears that they would need to sign up for an account before they are able to submit support tickets by email.

hey reiger.. check out www.deskpro.com

i'm testing it out right now

Originally posted by regier
Can clients send support request to the desk by email if they haven't registered. I looked through previous posts, and it appears that they would need to sign up for an account before they are able to submit support tickets by email.

In PhpSupportDesk, they do need to register first.

And eva comes through for me yet again :D.

That looks very nice. Do you find that it is quite stable even though it is in pre-release?

I've tried it out first hand and found it to be very stable. It's an awesome program.

Originally posted by eva2000
hey reiger.. check out www.deskpro.com

i'm testing it out right now

where can you download that ?

Originally posted by mahinder


where can you download that ? it's in beta right now check out http://www.deskpro.com/forums/

Originally posted by regier
And eva comes through for me yet again :D.

That looks very nice. Do you find that it is quite stable even though it is in pre-release? :D

it's stable although not all features are working or fully functional.. but it does or will have the email function i believe you are looking for

$795 is too pricy. i think kunals phpsupportdesk is very good system with almost all features. (accept attachment i think).

Thanks,

Is it still full price even though it is in beta?

Do most of the necessary features work? (i.e. emails don't get lost, etc)

I run about 300 emails a day, and my current system isn't doing too well, so I am hoping to move to something else. I'm just a bit afraid that it would be buggy as well.

Just a couple of factual replies (i am the author of deskPRO).


Is it still full price even though it is in beta?


- DeskPRO will end beta at the end of this week or early next week. I am away for the weekend so it depends if the final changes get done before then or not.



Can clients send support request to the desk by email if they haven't registered. I looked through previous posts, and it appears that they would need to sign up for an account before they are able to submit support tickets by email.


Clients can start tickets without registering by email or on the web. Upon creation of the first ticket, a registration account is automatically created so further tickets can be monitored.


it's stable although not all features are working or fully functional.. but it does or will have the email function i believe you are looking for


This was the last beta andthe only thing not included was the stats package. the email interface was not functional unless you corrected a couple of bugs. Of course now this is academic with the new release coming in the next few days with all the bugs squashed.


$795 is too pricy. i think kunals phpsupportdesk is very good system with almost all features. (accept attachment i think).


I have not looked that much at phpsupportdesk in depth but i doubt it does have all the features from when i last checked it out. As far as being priecy, well perhaps but it has been in development for four months no so a lot of work and there is a committment to keep it the best software out there. It is far far cheaper than, IMHO the nearest competitor wonderdesk SQL and has far more features
http://www.deskpro.com/compare.php

I will do a comparison with phpsupportdesk in the near future as well.


Do most of the necessary features work? (i.e. emails don't get lost, etc)


The way it works is designed so email could not get lost. You pick the addresses that go into the system so, say sales@domain.com, support@domain.com all the rest you pick up with your catch all email account (you could however direct that into deskpro if you wanted).

Upon new ticket, there are two possibilities:

- There is a subject, body and return email. New ticket created.
- One of these is missing and an error auto response is sent inviting user to try again

Reply ticket

- The ticket subject contains the ticket id and ticket password (ie left unedited) the reply is added
- If ticket is closed, ticket does not match password, no new text in reply then an error autoresponse is sent.

Thus an email can never get lost.

Perfect,

I am definately on board for this one. Whenever you get the final version I will pick up a copy.

I have one final feature request if possible. Can it be set up to lock a ticket when a tech is working on it. This way I don't have 2 or 3 people all answering the same email?

I'm not too sure of how hard this would be though. The current system that I use will lock it as soon as one tech clicks on it. That way if a second tech tries to reply it lets them know that it is already beeing worked on. The trouble that I could see is in unlocking it if say the techs browser crashed, etc. My current system unlocks the ticket if the tech decides not to reply, or if the tech hasn't made a reply within about 30 minutes. That way it doesn't get locked and just disapear.

With regards to it beeing too pricey, I would have to disagree. This is a very nice system, that meets my needs perfectly. I have been looking at other systems with these functions, and most are in the $4000 + range. I guess it just depends on a persons needs though.

It already does that. When a tech replies to a email, it's owned by that tech.

- a tech chooses to lock a ticket if they want and then can start replying to it. Other techs can not answer the ticket while it is locked but they can unlock the ticket if they have the ability to edit other tech's tickets (in your case you want to set this to a definite yes for each tech). It says when the ticket was locked so they know how long the tech has not replied for. They can also use the interal pm function to page another tech to see what is going on if there is a problem.

Cool,

I am definately sold then.

If you can work in a link on the main page to see other techs tickets that are awaiting a response, I'd be in heaven.

Originally posted by regier
Cool,

I am definately sold then.

If you can work in a link on the main page to see other techs tickets that are awaiting a response, I'd be in heaven.

Yup, will do it is a simple extra SQL query in fact I might add a few more in there so the tech can jump around easily to these types of things. I imagine you want one for

tickets, not owned by current tech in tech's choosen categories
and conversly not in choosen categories.

will add both of those anyway for now.

That would be a good idea, so sure :D