Re: [Nolug] Advice on help desk software?

From: B. Estrade <>
Date: Wed, 3 Jun 2009 09:38:36 -0500
Message-ID: <>

We use OTRS here at LSU HPC. It's not too hard to set up, but it has
its quirks. It is highly customizable, though.

Users email us at a specified address. OTRS has a cron script that
runs to check the email account, and digests the email. We're
notified, then we interact via web interface - though the person
seeking help uses email only.

We settled on this after a good bit of research and experience with
things like RT, which we decided we didn't like :)...


On Wed, Jun 03, 2009 at 09:30:46AM -0500, Jonathan Roberts wrote:
> Hey Guys,
> I am looking for any advice you might have on a simple piece of help desk
> software that can import and handle support requests sent to a designated
> email address. Web based is probably best. I'm not looking for anything
> flashy. Just something that can check a pop account and create tickets
> based on emails to it. Some of the packages seem to handle updates to the
> ticket creator via email as well which is ideal. (We'd like to avoid the
> client having to log into a ticket web site for example). I have looked at
> Mojo Help Desk and Helperoo. Neither one did exactly what I was looking
> for. Mojo had too much that was unneeded and Helperoo is probably a little
> too minimal. I would go with Helperoo probably if nothing else good is
> available.
> Thanks for any advice,
> Jonathan
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