Anyone know of a good trouble ticket software?
Ive tried 1 but it was so.... complicated. Preferably free.

PerlDesk at http://www.perldesk.com

Originally posted by cahostnet
PerlDesk at http://www.perldesk.com

I second this one!!! Very nice and great features..

ticketsmith is good. Do a search on this forum for it, its been discussed many times :) . You might be better off posting in the "Hosting Software" part of the forum as well.. www.hotscripts.com has quite a few.

I had trouble with perl desk. Could someone tell me more simpiler terms to install it.

Hey

What trouble did you have?

Try searching the PD forums http://www.perldesk.com/board

Cheers

John

I'm easily managing a couple hundred users using perldesk. I love it. THe only feature i want added is somethign where i can mail all of the users when i have a system outage. Other than that, i love it.

I agree with everyones comments, PerlDesk is a fantastic peice of software and well recommended but I personally have had to take it offline.

My host set it up the email.pl in exim so I could receive all my support@mails piped through to Perl but something went drastically wrong and I received 907 requests for support from support to support.

Other than this slight hiccup, I would well reccommend PerlDesk as a superb Trouble Ticket System

Does Perldesk have a capability to send the e-mail notification to the administrator when users add / edit the ticket?

Originally posted by Kwatt
Does Perldesk have a capability to send the e-mail notification to the administrator when users add / edit the ticket?


I don't know, but it sounds like that does have that, and someone setup the above person's perldesk to notify of a new ticket to support@hisdomain.com....




Originally posted by UneedSpace
I agree with everyones comments, PerlDesk is a fantastic peice of software and well recommended but I personally have had to take it offline.

My host set it up the email.pl in exim so I could receive all my support@mails piped through to Perl but something went drastically wrong and I received 907 requests for support from support to support.

Other than this slight hiccup, I would well reccommend PerlDesk as a superb Trouble Ticket System

kwatt,
yes, it does do that. I can also set it so that members of my support team gets the email also. When they log into the system, one of them can "claim" the ticket. That way, i don't have 5 people workin on the same problem. When the issue is complete, they can close the ticket. It also has a feature which allows me to track their performance. I can look at how long it takes each of them to close tickets. This way, i know that my customers are recieving promt support. I love it.

<<Edit: Isn't there a demo on the perldesk site?>>

what you have to do, is ask your providor to add a line to your aliases file in the etc folder. If you have a dedicated server, you can do this yourselves.

This will pipe any mail sent to support@yourdomain.com or address of your choosing straight to your Perldesk, as it is piped through the email.pl in the include folder.

However, like my situation above, it has to be done correctly or the script can end up talking to itself.

My providor has set up his PerlDesk this way, but it went slightly wrong with mine, crashed the server, and loaded my mailbox up with 907 mails.

If piping, your support@yourdomain.com to PerlDesk is not done, you will still be notified by email of any call that comes in!



;)

Hi!
Ticketsmith is the most practical and simple solutions for a hosting company.
It is really wonderful.
Perldesk is good but a little more complicated....

My choice would always be ticketsmith.

The url for it is
http://www.voxel.net/projects/ticketsmith

Have a great day :)

Regards
Amar

I like Kunal's PHP Support Desk:

http://www.phpsupportdesk.com/