Re: [Nolug] Advice on help desk software?

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 :)...

Brett

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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Received on 06/03/09