Hi Guys,

I've been using a trouble ticket system called RT for Perl for a while now. It's a good piece of software, just a very bad interface. It's email and web based support with hacks for canned responses, template responses, and a few other goodies.

However, I'm looking for any other trouble ticket system that's either free or commercial solutions that will scale as the company grows with more support staff, perhaps a 3 tier system so resellers can utilize it to communicate with their clients.

Is there anything like it out there?

> perhaps a 3 tier system so resellers can utilize it to
> communicate with their clients.

This is one thing I've never seen in the email management market, I don't think it exists. It does seem like a good idea tho.

Cheers,
--Ben

[Removed];)

Hi Bhalsted,

I looked at your software previously a while back, and then looked at it earlier today at work, looks very good. There are some resembelence to RT, but overall, it's a nice to see it done in PHP.

I was actually was considering of recoding the RT to PHP with the intention that resellers could use it to communicate with their client. I was had some issues parsing MIME messages primarily which side track the development until it stopped in order to focus more on the features of the control panel I'm working on

I mainly was concerned how'd I present embedded images in emails as the img src points to something like cid: . . .

I haven't seen a good way to rewrite these tags so they will reference properly just yet. . .

:-) Since so many email clients also create a text part with the text/html part of a MIME email you should only display the text part in the web interface. Keep the rest of the mime parts as attachments so that they can be viewed if the support user needs to see them. It is such a small part of the help desk (inline images, etc) that you should not worry about them until the rest of the functionality is taken care of. Just my $0.02.

Cheers,
--Ben

There is Cyracle, they offer a nice ticket interface, knowledgebase, and they are building us a portal for resellers, where resellers can have our knowledgebase on their website, totaly branded.

It does cost money though, it is costing us $1,500 a month for it, I think.

You can view an example here: support.eryxma.com

-Brandon
Eryxma Networks Support