I am looking for a helpdesk system that is able to handle multiple identities. Our hosting division is a different brand than our access division and I want our one set of technicians to be able to handle tickets for both divisions all in one helpdesk system. We also do access support for a couple other ISPs and would like to handle those calls from one "interface". Currently they are switching between helpdesk systems and frankly it's a pain.

The helpdesk would have to be able to be "skinned" for the different divisions and would also have to include an e-mail parser to create tickets based on what support e-mail box it came from.

We used to have one that did most of this but it was $500/mo for the software.. Don't get me wrong, it rocked, but damn $500 , and was a "deal" . FYI, the software is called "RightNowWeb". Targeted for the big boys.. I believe Interland uses it.

If anyone has any suggestions, I would greatly appreciate it


Thanks in Advance,


Barry

I have found some free ones... but i din't tested it...

Originally posted by hostingsp
I have found some free ones... but i din't tested it...

Which one's did you find? Some names would help! ;)

Barry

Originally posted by hostingsp
I have found some free ones... but i din't tested it...

Great.....

Can you tell me where is it

http://www.inetflex.com/opensource/

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http://scripts.sheddtech.com/ssm/
( demo version off this script... i have made a acount few weeks ago teste / teste free to use )
http://demo.sheddtech.com/ssm_1/index.php

There are little 6 on my hd but i only know and bookmark 2...


That means these two are something :( hehehe

I'm looking for something that's a little more 'complex'. In essense what we need it to have is multiple frontends (for different divisions/ISPs) Each frontend, or context, has unique properties such as look and feel, technician has an indentity in each context, etc... That unique indentity is used when a technician responds to a ticket with in that particular context. It would also be nice to have the FAQ system be 'variablized'. What I mean is that you create an FAQ for use for the entire system. The FAQ will fill in %mail_server% with the proper mailserver settings for that ISP. The only reason I'm coming up with this is that the RightNowWeb software was capable of doing this... FYI thier site is http://www.rightnowtech.com . I just can't stomach paying $500/mo. Call me cheap... I don't care ! :D :D :D

Barry

Try perlbill or perldisk
you can use different copies of the perldisk each with its own design but share the same database.

Originally posted by Mahmoud
Try perlbill or perldisk
you can use different copies of the perldisk each with its own design but share the same database.

Really? That's interesting. I'll have to check on that one... Do you know of someone who's doing this?


Barry

Nope, But it is possible .. Since it depends on the database. If your choice is perlbill which is a commerical version with a lot more features then check their license since I do not know if they allow you to use the script on more than one site.

Originally posted by Mahmoud
Nope, But it is possible .. This it depends on the database. If your choice is perlbill which is a commerical version with a lot more features then check their license since I do not know if they allow you to use the script on more than one site.

I will look into it.. I think the best way since I couldn't code if my life depended on it, is to go to a vendor that has a product and see if I can't get some custom work done.

Barry

P.S. I wonder how bobcares.com and others do it?? They probably have developers on board to handle that task. :rolleyes:

Hi Barry!
We use bugzilla.It is a good system.
However, there was a lot of extra work that we needed to do for us to make it useful to us....
But a good choice I feel...

Have a nice day

Regards
Amar

Originally posted by bobcares
Hi Barry!
We use bugzilla.It is a good system.
However, there was a lot of extra work that we needed to do for us to make it useful to us....


I bet you did.. From what I hear of your service and how you track clients, no doubt you would need some custom work done. That's what I think we're going to have to do.

Hey ... thanks for the response..


Barry

P.S. I hear nothing but good things about your company... keep up the good work!

Hi!
Thanks Barry for the kind words. We really appreciate it :)

I wish you the very best too...

Have a great day :)

Regards
Amar

We just use an anonymous support site for all our support and link to it from each business site.