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  1. #1
    Join Date
    Jul 2002
    Location
    Michigan
    Posts
    15

    Help Desk/Support Software Programs

    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

  2. #2
    Join Date
    Mar 2001
    Posts
    1,434
    Free - perldesk, ticketsmith

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

    Low cost - phpsupportdesk



    - John

  3. #3
    Join Date
    Mar 2002
    Location
    New York
    Posts
    1,700
    PerlDesk is an amazing app.

  4. #4
    Join Date
    Dec 2001
    Location
    RI
    Posts
    44

    Thumbs up

    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.
    Gonna take a trip? Be sure to check out:
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    for guaranteed lowest hotel rates plus competitive rates on airfare, car rentals, vacation rentals, and cruises!

  5. #5
    Been using eSupport for the past 3 months and it's good i must say
    ONEfusion - We're All About Hosting
    WHM/Cpanel Hosting, VDS, colocation
    http://www.onefusion.com/
    DarkOrb Partner NOC

  6. #6
    Join Date
    Aug 2000
    Location
    Tacoma, Washington
    Posts
    9,576
    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
    Former Webhost... now, just a guy.

  7. #7
    Join Date
    Aug 2001
    Location
    United kingdom
    Posts
    1,003
    You might want to do a search, as this topic has come up several times in the recent past.

    Alan
    Alan Ho
    Former Systems Administrator

  8. #8
    Join Date
    Jul 2001
    Location
    Melbourne, AU
    Posts
    1,392
    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.
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  9. #9
    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.
    Matt Lightner - http://www.mattlightner.com/
    - First initial to the last name at the mail service provided by the world's largest search engine
    - Founder and CEO (Former) Site5.com, sold in 2008
    - Really honestly wants to be a good WHT citizen but can never remember all the correct etiquette. Mods, sorry in advance

  10. #10
    Join Date
    Dec 2001
    Location
    Above The Clouds
    Posts
    6,999
    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!
    Laurence Flynn @ atOmicVPS LTD
    Linux & Windows Cloud Hosting Solutions Powered by OnApp
    Fully Managed [Shared][Reseller][Cloud VPS] [Dedicated]
    Featuring the atOmicSTACK ● Speed ● Performance ● Reliability

  11. #11
    Join Date
    Apr 2000
    Location
    USA
    Posts
    443

    ATT MATT

    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 [email protected] site instead of the [email protected] 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
    Superior Host LLC - Quality Web Hosting since 1998
    We really do support you like no other
    Secure, ultra reliable hosting
    Website Maintenace Plans and a Personal Level of Support

  12. #12
    Join Date
    Feb 2001
    Posts
    1,227
    RT is awesome! We use it here after 6000 support tickets and it works like a charm...
    I have servers at: NetDepot/GNAX (A), SoftLayer (A), LiquidWeb (B+), DedicatedNow (B+), Nectartech (B) and more!

  13. #13
    Join Date
    Feb 2002
    Location
    England
    Posts
    677
    I have just been loading at icommunicate looks rather nice!
    dot5hosting.com
    [email protected]
    "We look after our customers, or someone else will"

  14. #14
    Join Date
    May 2002
    Posts
    542
    We've been using PerlDesk and I like it a lot. There really isn't anything about it that I would want to change.
    Jay » [email protected] • AIM » FDrive Support
    Front Drive™ » Advanced multi-domain solutions
    http://www.frontdrive.com/

  15. #15
    Join Date
    Apr 2001
    Location
    Orlando, Florida
    Posts
    671
    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 [email protected] site instead of the [email protected] 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 [email protected]. For example, if you have a queue called "[email protected]"; messages will be sent from [email protected], not from [email protected] 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 "[email protected]" 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
    Bert Kammerer
    ProNIC Solutions - pronicsolutions.com
    The Smart Internet of the Future (SM)
    Hosting on enterprise grade Dell servers with fast & redundant InterNAP bandwidth

  16. #16
    Join Date
    Sep 2000
    Location
    Barrington and Peoria, Illinois, USA
    Posts
    318

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