through sewell's eyes

Wednesday, September 12, 2007

Help Desk Ticket System

I've been spending the last couple of days looking for a free and simple ticket/help desk system to use at the my company. Don't really need anything fancy, just a nice clean UI to take the customer information and track the issue.

Surprisingly I can't find anything that matches my criteria. I initally found a a RoR based system called SimpleTicket. Unforunately I found it a bit buggy to use and actually had to go in the db backend to get it working correctly(it assumes id =1 is your company and I had to add the record in there -- otherwise it just crashes). The code base is a bit dated as well and the company behind it seems hesitant about putting out a new release (per their blog).

I also looked at some other solutions, including PHP and Java based system but all the interfaces on them look pretty ugly and alot of dated projects. I'm starting to think I might just have to roll my own. I think that is what most companies end up doing so they can tailor it to their internal processes and system. The basic concept is pretty easy - name, contact info, product and description of the problem. I really don't want to go that way but might be a better overall solution as I could integrate it so that bugs can be directly added into the bug tracking/project management system. Maybe I can even convince my boss to let me open source as it.



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