We currently use just a shared mailbox for our helpdesk, it is becoming unmanagable.
We want to replace it with a proper ticket based solution.
However we want to keep the method of opening tickets the same - users simply fire off an email to helpdesk.
I don't want to have to maintain a database of users, I don't want users to have to register, or login to websites, or fill in forms, just simply send an email to an address with their problems and the system will automatically log a ticket etc and we can then do whatever..
Dont mind paying for a proper system.
that looks like they have to fill out a form to create a ticket though, rather than send just an email? edit: and also looks like they have logged in to something as well.
(just running out the office so apologies if im wrong, will have a proper look when i get home..)
+ 1 for RT
I believe you can have it set up like that we have our RT system set up so they email firstname.lastname@example.org. The email then appears on the helpdesk and the various techs have logins so that we can assign tickets and keep track of whos talking to who.
osTicket can be set up to pull down emails from a number of email addresses and automatically create tickets ob the helpdesk system.
There are loads which to this. Good free solutions include OTRS and osTicket. If you have a budget then SysAid isn't bad. If you've got a real budget then either Kayako or Remedy is the way to go. Having had experience on all of these (and several others), your decision might be based on what reporting you can get out of the system. In this regard, Remedy and Kayako are the leaders.
GLPI does ticket by e-mail, but never realy tried it.
Another recommendation for Kayako from me - have used them for years. They have hosted or self-hosted versions of their product available. Email parsing can be set up to do what you want - you can even have several departments set up in there - e.g. ITServices@ SiteServices@ which will generate tickets in their own 'departments'
cheers ill sign up for a couple of them and give them a whirl. Not sure an online hosted one is for us, especially as its per tech per month, but it seems they do a perpetual license as well which would suite us better..
budget would be a couple of hundred bucks i guess so it seems what their prices are..
Spiceworks does this nicely, for free.
mdench has has about 9 queues running on a ubuntu box with 1 cpu and 512mb ram.
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