Does anyone have any suggestions or companies they have worked with that offer some type of help desk/support software system that I can integrate into my existing website. Any help is appreciated via a post or PM.

Thank you all

Free - perldesk, ticketsmith

My favorite - DeskPro - costs a bit but it is worth it.

Low cost - phpsupportdesk

:)

- John

PerlDesk is an amazing app. :)

We recently installed Perl Desk and we love it.

Our only two issues were:
1. Until we got a member, the files kept shrinking in size and became corrupt, we cannot figure it out for the lives of us.

2. Cookies. If a user does not have cookies enabled on their computer, it brings them right back to the login page with 0 explaination. So the help desk has actually CREATED a few support issues for us but we now include a note in every welcome e-mail about the Help Desk and also about the cookie issue.

Other than those 2 issues, its a very clean, easy to run program.

Been using eSupport for the past 3 months and it's good i must say :)

I'd recommend phpsupportdesk. I've worked with Kunal a few times in the past of different projects he's done for us, and always found him to be very professional, and a great programmer to boot. The product itself looks great and we'd use it ourselves if the billing software we're installing didn't already have a ticket system.

Greg Moore

You might want to do a search, as this topic has come up several times in the recent past.

Alan

Originally posted by ho247
You might want to do a search, as this topic has come up several times in the recent past.

Alan

I totally agree. Do a search, as this topic has been mentioned a number of times recently. BTW, we use Ticketsmith and it meets our needs. :agree:

Originally posted by ho247
You might want to do a search, as this topic has come up several times in the recent past.You're certainly right.

Every time it comes up, I recommend a program called Request Tracker--which I think is the best of the bunch.

We have used Wonderdesk, Perl Desk, and PHP Support Desk, and Request Tracker just blows them all out of the water. It's not even really a fair comparison--it's in a completely different league in my opinion. Oh, and did I mention that it is open-source and GPL? :)

Anyway, if anyone wants to check it out, the URL is http://www.fsck.com/projects/rt/. I would be interested to know if anyone actually ends up using it and doesn't like it. Everyone I've ever helped install it for has absolutely loved it. Site5 has been using it for probably a year now--longer than we have had any other tracking system. And in fact, DarkOrb is now using it to track support requests. It's a little bit tougher to install than the programs you've mentioned above (it requires mod_perl and a plethora of modules), but in my humble opinion, is worth the effort.

Originally posted by akashik
I'd recommend phpsupportdesk. I've worked with Kunal a few times in the past of different projects he's done for us, and always found him to be very professional, and a great programmer to boot.
Ditto. We work with Kunal all the time on various projects and we've just given him quite a large project. For a young whippersnapper this guy can seriously code!

Hi Matt,

I have a question for you about this Request Tracker script...

If you submit with a form.. using say,, formmail... on these cpanel servers, will the support system send out to the customer (tracking number and tech replies) from the assigned email address in the helpdesk, or does it send from username@ or nobody if suexec is not running ?

I have suexec running on this server, and trying to get perl desk to handle forms as it does with an emailed in request.. it sends back from username@support site instead of the support@email addy.
I need to use the form to get people to give the details needed,, so if you know if this works with the program or not, it would save me an awfull lot of time installing to find out it can't do what I need.

Thank you

Tim L

RT is awesome! We use it here after 6000 support tickets and it works like a charm...

I have just been loading at icommunicate looks rather nice!

We've been using PerlDesk and I like it a lot. There really isn't anything about it that I would want to change.

If you submit with a form.. using say,, formmail... on these cpanel servers, will the support system send out to the customer (tracking number and tech replies) from the assigned email address in the helpdesk, or does it send from username@ or nobody if suexec is not running ?

I have suexec running on this server, and trying to get perl desk to handle forms as it does with an emailed in request.. it sends back from username@support site instead of the support@email addy.
I need to use the form to get people to give the details needed,, so if you know if this works with the program or not, it would save me an awfull lot of time installing to find out it can't do what I need.


Hello Tim,

We are also using RT (Request Tracker). It is, in my opinion as well as Matt's the best support ticket system available. It was actually written to handle everything via email if you want to, but of course it also has a GUI that can be used to manage tickets.

By default, with RT the messages are sent from yourqueue@yourdomain.com. For example, if you have a queue called "support@host.com"; messages will be sent from support@host.com, not from commonname@host.com as Perldesk. This is a huge advantage!

You need to keep in mind though that messages will always be sent with the return path showing as "nobody@domain.com" if you don't have suexec enabled unless you give privileges to the user nobody in your exim configuration file (by Matt). This should not be a problem though because the headers sent by RT are compatible with pretty much any email client / and or system out there. We had numerous problems with the headers that Perldesk produced when emailing AOL users, but not any more with RT.

For the record, we are in no way affiliated with RT and we do appreciate all the other help desk programs, such as PHP Support Desk (very nice) and Perl Desk (lot of nice features), but for our own needs, RT seems to be the best.

Good luck :)

Originally posted by puggy106
I have just been loading at icommunicate looks rather nice!

iCommunicate was good when it first came out, but run. Its had no development for about 2 years now I think. It was a good program, but too many have surpassed its needs.