Hi I've been searching for a free opensource email ticket system, What is should be able to do is.

1, The customer can create a ticket from the his emailclient

2, we the staff, can reply from ours, it should however document the ticket on the webinterface.

Those are the two critical points I'm looking for, some of the staff only have access to email and for the rest of us to document their answers aswell we need a ticket system that can handle email replies.

I've tried otrs and a few smaller ones but our staff members cant reply through mail in those, only the customer can create through mail. Also I tried ticketsmith that does what I want but it never got a final release and got discontinued a long time ago.

I hope some of you here might know if such a system exist, I've been looking through some threads here and its very informative :)

Thanks in advance
thequestion

Have you had a look at www.exoscripts.com/exophpdesk ? Used it myself some in the past and it does work fairly good.

http://www.accord5.com/products/trellis

I reccomend this.
Works very well and it has a very nice interface

thanks both of you I'll be sure to check these two out! maybe not until monday though, we have holidays starting as of tomorrow so no work until monday :)
Again thanks, will post in this thread when I know more how they worked.

Cerberus is very good and they have a free version http://www.cerberusweb.com/

OTRS (http://otrs.org/) is an open source ticket system. It actually stands for Open Ticket Request System. I think this fits your description pretty closely.

I used it once though and was not impressed. Big and clunky and all perl based (which is dreadfully slow if not configured correctly).

Check out the Hotscripts directory. Just scroll past the commercial stuff. http://www.hotscripts.com/PHP/Scripts_and_Programs/Customer_Support/Help_Desk/index.html

again thanks all for your replies, I've now tried exophpdesk and trellis, They dont seem to offer what I was after though. I'm looking for a feature that lets my staff reply to the new ticket notification directly through their mailboxes and when they do reply to the ticket, the mail should go both to the customer plus the ticketsystem. Or have i missed how to setup this feature? (they both have the ability to create tickets through email.)

About OTRS I've tried this before and they consider it a security risk for allowing staff to reply to email this way so I know they dont support it.

About cerberusweb, they might actually support this but It's to expensive as we need more than one emailaddress active.

Thanks again, and please I can have this wrong, if they do support what I'm looking for please post a quick reply here.

Try eticket
http://sourceforge.net/projects/eticket/
open source and look pretty good.

thanks MxHub, already tried this though, it works really well, its a osticket continuation, problem is that it lacks what all the rest I've tried also lack, staff ticket replies directoy from mailbox :(

I can recommend it though, if you dont look for that feature.

If you need simplicity I'd go for OSTicket, else and if it's just you, you could use the free version of Cerberus.

All your wanting is Email Piping which is pretty common. Another one to try out, much like Cerberus, is SupportTrio.com. They have just started offering a free version much like Cerby.

Good luck with your search.

thanks jerett, I thought email piping mostly ment that a customer could create a ticket through email and not having to login to the webinterface.

Allows opening tickets by email (if you choose) and allows email – email communication (IE: Both sides using their own email clients while SupportTrio logs all of the emails/ticket posts for future reference)

This seems to be exactly what I want though I'll be sure to check it out!

I Currently use OsTicket for my ticketing needs, and it is pretty useful.

Don't use OSTicket, quoted from eticket's website:

http://eticket.sourceforge.net/


What happened to osTicket?
There has been no official release of osTicket since 2005, during this time many bugs, problems and issues have been idenified, yet nothing was officially released to resolve them.
In addition to this the official download of osTicket was removed.
What is the difference between osTicket and eTicket?
The purpose of the eTicket project is to take the last official osTicket release and resolve all the known problems and add some long awaited features.
Almost every single peice of code has been changed, however the database structure remains the same to make it easy for users to upgrade from the old osTicket to the new eTicket.
It was released under the eTicket name so people are aware of the change of development.