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I don't recall if RT from Best Practical has the particular feature, but otherwise it's a well-rounded and battle proven solution. It's ugly as hell though.

by troels 16y ago

ledger123 16y ago
I love RT. Real solid product with great hackers behind it. And you did not mention that it is open source and takes hardly 1-2 hours if you know your way through CPAN and Apache. The latest 3.8 is not that bad with new theme. I can even do a free install/setup for any non-profit. http://bestpractical.com/rt/ http://bestpractical.com/rt/ And don't forget the http://hiveminder.com/ http://hiveminder.com/ from same company. EDIT: Added links.
pak 16y ago
+1 for RT. It's gotten a little prettier since 3.8: http://blog.bestpractical.com/2008/07/today-were-rele.html#screenshots http://blog.bestpractical.com/2008/07/today-were-rele.html#s... Incredibly powerful, free, customizable. Expect to learn a little Perl if you want to integrate with external systems, as you can write Perl scripts to handle any transaction. However, it has both the features that the GP wanted out of the box.
Terretta 16y ago
In my haste to up vote this, I accidentally down voted. We've handled a couple hundred thousand support tickets in RT, some of them hundreds of interactions long, and it's still scaling happily. Using email for support is liberating and using the web interface is phenomenal too. Can't complain about the licensing, but you'll definitely want someone who knows Perl and or the O'Reilly book.
hapless 16y ago
RT has the most seamless workflow imaginable. It puts every other ticket system's e-mail integration to shame.
dagw 16y ago
Another vote for RT. It is ugly and looks (or at least looked) really hacky and old, but once you actually sit down and use it, it blows everything else out of the water. RT is the only help desk software that I've used that felt like it was written by people who had spent real time in the help desk trenches, studied the problem up close and actually got the whole help desk procedure.

I don't recall if RT from Best Practical has the particular feature, but otherwise it's a well-rounded and battle proven solution. It's ugly as hell though.

by troels 16y ago

I don't recall if RT from Best Practical has the particular feature, but otherwise it's a well-rounded and battle proven solution. It's ugly as hell though.

ledger123 16y ago

I love RT. Real solid product with great hackers behind it. And you did not mention that it is open source and takes hardly 1-2 hours if you know your way through CPAN and Apache. The latest 3.8 is not that bad with new theme. I can even do a free install/setup for any non-profit. http://bestpractical.com/rt/ http://bestpractical.com/rt/ And don't forget the http://hiveminder.com/ http://hiveminder.com/ from same company. EDIT: Added links.

pak 16y ago

+1 for RT. It's gotten a little prettier since 3.8: http://blog.bestpractical.com/2008/07/today-were-rele.html#screenshots http://blog.bestpractical.com/2008/07/today-were-rele.html#s... Incredibly powerful, free, customizable. Expect to learn a little Perl if you want to integrate with external systems, as you can write Perl scripts to handle any transaction. However, it has both the features that the GP wanted out of the box.

Terretta 16y ago

In my haste to up vote this, I accidentally down voted. We've handled a couple hundred thousand support tickets in RT, some of them hundreds of interactions long, and it's still scaling happily. Using email for support is liberating and using the web interface is phenomenal too. Can't complain about the licensing, but you'll definitely want someone who knows Perl and or the O'Reilly book.

hapless 16y ago

RT has the most seamless workflow imaginable. It puts every other ticket system's e-mail integration to shame.

dagw 16y ago

Another vote for RT. It is ugly and looks (or at least looked) really hacky and old, but once you actually sit down and use it, it blows everything else out of the water. RT is the only help desk software that I've used that felt like it was written by people who had spent real time in the help desk trenches, studied the problem up close and actually got the whole help desk procedure.