Web-Based Customer Service Ticket System

[Mark Phillip]

Hey folks, I'm looking for a ticket-based customer support system.  Gmail was the original solution, but with a couple hundred emails coming in on busy days, we're looking for something more robust.

I'm hoping for a flow that's something like:
- User emails customer service address
- System automatically creates ticket
- Admin can view/categorize all tickets
- Admin can reply to customer, and full thread is viewable in tool
- Some sort of reporting functionality


Anyone have any recommendations or suggestions?



Thanks,
Mark
http://markphillip.com

[Robert Banh]

Try some of these:

http://codecanyon.net/category/php-scripts/project-management-tools

Rob

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[Erik Pearson]

This might be useful:
http://www.helpspot.com

[Victor Trac]

I've used Eventum, which meets all of your requirements, before and it works pretty well:  http://forge.mysql.com/wiki/Eventum/

-- Victor

[Daniel Short]

I've used SmarterTrack (previously SmarterTicket) from
www.smartertools.com for over five years with great results.
Everything form a free 1-person license to a full 20-agent setup with
round-robin ticketing and reporting.

Dan

[Rob Scott]

Request Tracker (RT) is a well-developed, open source ticketing system that I've used at a few different companies: http://bestpractical.com/rt/

Wikipedia has a comparison list of issue tracking systems that you might want to check out as well:

http://en.wikipedia.org/wiki/Comparison_of_issue_tracking_systems

-- Rob

[Chris Cage]

Our development team uses Redmine (www.redmine.org) which is one of the many listed on the Wikipedia page:

 

http://en.wikipedia.org/wiki/Comparison_of_issue_tracking_systems

 

It can do what you are asking, but I’m not sure if it would be the best fit for customer support system.

 

Redmine works well for us managing tasks/projects, is pretty flexible and we’ve been able to extend it with add-ons for extra functionality. However, we don’t use it much for direct ticket creation from email. It can do this, but generally our client’s login and create tickets directly through the website.

 

All comments on an issue are visible and emailed to anyone connected to the issue if they don’t turn off notification.

 

It does have the ability to completely customize categories/statuses/tracker types (bug, feature, etc) and to create “workflows” by associating different available statuses at different times.

 

I like the system and you might be able to configure it more for a customer support type of environment rather than a project management one, but again, it might not be the right fit for what you need either.

 

For what it’s worth,

Chris

--

[Robert Matney]

My support organization also used RT (for several years) and we were
fans of the system. It fulfills all of the requirements you list.

Cheers,
Robert Matney

On Jan 5, 10:50 am, Rob Scott <rtsc...@west.net> wrote:
> Request Tracker (RT) is a well-developed, open source ticketing system that
> I've used at a few different companies:http://bestpractical.com/rt/
>
> Wikipedia has a comparison list of issue tracking systems that you might
> want to check out as well:
>
> http://en.wikipedia.org/wiki/Comparison_of_issue_tracking_systems
>
> -- Rob
>
>
>
> On Tue, Jan 5, 2010 at 10:31 AM, Daniel Short <d...@sitedriveinc.com> wrote:
> > I've used SmarterTrack (previously SmarterTicket) from

> >www.smartertools.comfor over five years with great results.

> > Everything form a free 1-person license to a full 20-agent setup with
> > round-robin ticketing and reporting.
>
> > Dan
>

> > On Tue, Jan 5, 2010 at 10:27 AM, Victor Trac <victor.t...@gmail.com>

> > > Job-related postings should followhttp://tr.im/refreshaustinjobspolicy

> > > We do not accept job posts from recruiters.
>
> > > [ Unsubscribe ]
> > > To unsubscribe from this group, send email to
> > > Refresh-Austi...@googlegroups.com
>
> > > [ More Info ]
> > > For more options, visit this group at
> > >http://groups.google.com/group/Refresh-Austin
>
> > > --
> > > Our Web site:http://www.RefreshAustin.org/
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> > > You received this message because you are subscribed to the Google Groups
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> > > To post to this group, send email to Refresh...@googlegroups.com

> > > Job-related postings should followhttp://tr.im/refreshaustinjobspolicy

> > > We do not accept job posts from recruiters.
>
> > > [ Unsubscribe ]
> > > To unsubscribe from this group, send email to
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> > > For more options, visit this group at
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> > --
> > Our Web site:http://www.RefreshAustin.org/
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> > Job-related postings should followhttp://tr.im/refreshaustinjobspolicy

[Judd]

I was looking at these a few months ago, my shortlist ended up being:

ZenDesk: http://www.zendesk.com/
Sifter: http://sifterapp.com/
Tender: http://tenderapp.com/

[Mark Phillip]

I love this list.  Thanks for all the suggestions, folks.


Thanks,
Mark
http://markphillip.com

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Job-related postings should follow http://tr.im/refreshaustinjobspolicy

[Mark Phillip]

For what it's worth, we ended up going with Zendesk and have been happy with it.


Thanks,
Mark
http://markphillip.com

On Mon, Sep 3, 2012 at 2:55 PM, coderDx <dave.b...@gmail.com> wrote:

Greetings. I searched the Refresh Austin Group topics to see if ticketing systems were ever discussed, before creating a new topic. Found this thread. got some good suggestions, thank u so much. I think I'm going to try RT first.

Dave Brixius

KerBob Interactive Web Solutions

www.kerbob.com

[Lindsey Allen]

Looking for comments about aweber. Positive? Negative? Alernatives?

I plan to create a website, ebook, social media effort based on goldmaking in the World of Warcraft game and want the email newsletter, autoresponder features of a product like aWeber and want to be thorough in my research.

Thanks in advance for your help and indulgence of an ODPW (old dude playing wow).

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