As much as I'd like to build my own trouble ticket system - just for the experience of having done so - I don't really have the time right now.

Can anyone recommend a good trouble ticket system? Here are the requirements I would have:

1) Simple interface that allows us and our clients to enter a new ticket, view status on, and update an existing ticket.

2) Automated email notification for us and clients as the ticket progresses.

I appreciate any help you can provide!

Take care,

Brian

Have a gander at PerlDesk. It has all the features you want. :)

http://www.perldesk.com

and it's free (perldesk)... most good ones are paid!
I've even heard someone that tried some of the paid ones say perldesk was the best one!!

I recommend PerlDesk or Desk3. Both are excellent.

PerlDesk is a very nice system, and under heavy development.

-Dan

Downloaded, customized, installed and tested in less than 2 hours. Now that is what I call Fantastic!

PerlDesk rules. Great product, and free. :-)

Thanks for the advice everyone.

Brian

Originally posted by HostZIP.com
and it's free (perldesk)... most good ones are paid!
I've even heard someone that tried some of the paid ones say perldesk was the best one!!


That would be me. :D

We went through three paid HelpDesks before we tried PerlDesk. I highly recommend PerlDesk.

--Tina

I love simple, straight forward, good, free software.

If you guys like it so much im sure yall didn't forget to donate some money to the developer via Paypal now did ya?

Its good to have free software (open source) but I highly recommend everyone to donate at least $5 so he can keep with the good work and implement future versions of PerlDESK with your pledges.

Any recommendations on a TT app that doesn't require mySQL?

Thanks.

Id recommend sticking with a dabtase backed ticket system, myql, oracle or similar. Usign text or dbm is asking for trouble and asking for a very special systme, which no one would really want to write any more.

MS SQL server would be fine. Heck, even Access would be fine (we could upsize it ourselves). We just don't do mySQL ...

Mysql & oracle both have windos versions, both of which are free and rather stable/ fast compared to ms sql. Some of the scripts out there should work with any sql structured database though.

Aye, this is true, this is true, but we the computers we would run mySQL on don't come free, and it doesn't make sense to go buy a database server to run mySQL when you already have one that runs MS-SQL perfectly fine ....

Originally posted by Synergy
If you guys like it so much im sure yall didn't forget to donate some money to the developer via Paypal now did ya?:agree: Of course not! :) $5 or $10 is far too little for what it's really worth, but at least it's a start.

Before PerlDesk, the choice of help desk software was a toss-up...now it's pretty clear. :)

We have been looking at all the different Ticket Systems, and Email Generated Tickets was a required feature.

After carefully screening all of them and talking to developers, I would highly recommend DeskPro.com.

They have the most advanced features for a serious hosting company plus have excellent support and continued development.

heii

Deskpro ? worth $795.00! .. excuse me i saw very serious host cpmpany "sterlet.net" use *** PerlDesk **** to handle few hundereds of request daily without any probelms. its free .. even if need some work to be full customized ..

I RECOMEND PerlDesk ... PerlDesk ... PerlDesk

Ouch!
I just looked at deskpro. Are people really paying $795 for a license & $95 per year to get upgrades? It did not impress me at all. But hey, to each their own right?

-Dan

Originally posted by serve-you
Ouch!
I just looked at deskpro. Are people really paying $795 for a license & $95 per year to get upgrades? It did not impress me at all. But hey, to each their own right?

-Dan

Not everyone is a fan of open source software. There is a lot to be said for the ability to point a finger at a vendor and yell "Fix This!". Many, many big companies simply cannot take the "risk" of using software that doesn't come from a vendor that is accountable for it.

Personally, I'm all for Open Source. My business relies on it, as do many others, but I realize that in certain environments, it just doesn't work from a political and managerial prospective.

Take care,

Brian

Don't get me wrong, I will gladly pay for a nice piece of software if I think the price is right. The price definately is not right on that program. A couple hundred bucks, and I'd say it was a nice program, but I guess their market is windoze people, who are used to being overcharged for software.

-Dan

For a large company, the difference between $200 and $800 is almost academic...

Originally posted by Rehan
For a large company, the difference between $200 and $800 is almost academic...

That's just it though. The only reason they charge that much, is because people have that mentality. It's not about being able to afford it or not, it's about the prodct being worth the money.

-Dan

Or maybe that the company for DeskPro is available for support at any time, customizes installs for each client, upgrades are done without any loss of data, a seamless upgrade path, SQL database structure that is completely optimized and uses great relational techniques, and offers software that is thoroughly tested and bug-free.

For companies that require 100% operational desks and cannot afford any loss of data on upgrades or installs, and a codebase that is stable with new features added only after exhaustive testing, 795 doesn't seem too bad.

I am willing to pay for stability, not just toss 800 bucks at anything. Saving money is on everyone's agenda, but a company's needs in this arena may require a more mature product and "partner" for a robust solution. :)

John C.

Originally posted by serve-you


That's just it though. The only reason they charge that much, is because people have that mentality. It's not about being able to afford it or not, it's about the prodct being worth the money.

-Dan

The software is not cheap not because we know people will pay anything for the software. Clearly if we charged $50 we would sell more copies (and I do have a $50 software product that is very low featured, and requires almost zero support and has sold lots of copies). The reason is that something like a complex ticket system requires lots of support. By pricing at a reasonably high price the customers can have immediate answers to problems, development continues and feature requests are taken on board.

About 80% of my customers installed and tried perldesk. It is a great product I agree but the experience I have had is that most of my customers have found something about DeskPRO they believe is worth the money.

If you believe DeskPRO is expensive that is fine but please don't suggest we just charge that much money "because we can". We don't have a monopoly on helpdesk systems we are aiming at a serious professional market which we can support.

RT.
http://fsck.com

we are aiming at a serious professional market which we can support.

No offense, but then you probably shouldn't have spelling errors.

"New Reples"

:D
http://www.deskpro.com/demo1/tech/email.php

Forget it, I can't use it now, 1 typo in the Technician interface in the demo...

(For those who might not see the sarcasm, it was an *attempt* at sarcasm.)
:stickout

in all fairness, you usually get what you pay for.

before deskpro came out, we where strongly considering Wonderdesk.

the must haves for us are: MySql, Email generated Tickets as well as web based, superior product support and service and the biggest factor was how quickly the developer responded to consumer suggestions for additional features.

well, I have found DeskPro to have all the above and more.

The new features the developer will be adding at our request will make a deskpro and excellent CRM/Ticket/Knowlegbase App.

We have very demanding customers and a technically diverse staff, deskpro was the only solution we found that could currently meet all our needs, its easy to use and useful for our sales/customer service and tech support staff.

Deskpro will be replacing Salesforce.com for us, and the amount of money we will be saving will be huge, not to mention the developer is continually making enhancements to the product.

Ongoing development, email replies with minutes and the ability to talk to someone on the phone is easily worth the price of $795.00.

That price might be out of reach for some resellers or beginner hosts, but it is a very small price to pay for what the benefits it will bring our company and our clients.

I am all for open source, I love linux, but also understand why RedHat exists.

Originally posted by UmBillyCord


No offense, but then you probably shouldn't have spelling errors.

"New Reples"

:D
http://www.deskpro.com/demo1/tech/email.php

Thank you. I have fixed that in the code base. While we are a professional product we are not, nor claim to be perfect. What we do do is fix any errors and problems and listen to our customers as much as possible.

How did you find this old demo though. The new one is at
http://www.deskpro.com/demos.php

I will remove that old demo and create a link to the new one shortly.

Thank you. I have fixed that in the code base. While we are a professional product we are not, nor claim to be perfect. What we do do is fix any errors and problems and listen to our customers as much as possible.

I was actually just making a joke on serious professional market = spelling errors. :)

I like your product. If we didn't have our own, I certainly wouldn't have any problem paying for yours. With or without errors.

PerlDesk is a very nice system easy to use and clients like it. John is doing a nice job on it and is releasing a new versions all the time. I fully recommend it. It is easy to use and easy to install.

For my 2 cents worth, i'd suggest taking a look at eSupport by Kayako Web Solutions (www.kayako.com) (http://www.kayako.com)). It's very cost-effective and looks and works great. I've had alot of experience with it and it's all been very positive, very easy to set up and very easy to get support on. There's nothing like it!

My personal option is that ticketsmith is the best for hosting companies.
A very very practical system.... :)

Have a great day :)

regards
amar

Originally posted by bobcares
My personal option is that ticketsmith is the best for hosting companies.
A very very practical system.... :)


Ticketsmith is nice if using Ubersmith eats up your entire outsourced app budget.

If you start to get several hundred tickets a week, Ticketsmith is very impractical: the ticket searching isn't very flexible, there's no relationship between tickets from the same customer/related issues, and worst of all you have to click into each response on the ticket to follow the thread.

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