As a dedicated server administrator, one of the most important services you can offer to your clients, customers, and users is support. Whether the support is for web hosting, server management, or even one-time services, you need to offer a solution that is convenient and easy to use.
In a previous post, we looked at the wide range of support options you can provide. One of those options, support tickets, requires additional software. Fortunately, there are many free and open source help desk solutions available on the web. What follows is a list of a few of the open source help desk web-based software solutions available for free download.
This PHP-based electronic support ticket system offers the ability to receive tickets via email or a web form. It supports ticket assignment and priority levels.
Request tracker is a system that can be used for many types of tasks, from mundane to complex. Written in Perl, it supports prioritizing, identification, assignment, and notification.
Despite the rather vanilla name, Help Desk Software offers many of the features that you would expect from larger software systems. Development appears to have slowed or possibly stopped, so you might want to consider other options, unless you can pickup the source code and develop it yourself.
A robust web-based ticket system that supports telephone call management, support, sales, billing, and many others. The software has support levels, priority, assignments, and messaging.
All of these software solutions are available for free, and there are many others you can find, some of which are even available in the form of extensions for popular content management systems.