Tweeted twitter.com/#!/StackSoftRecs/status/626421068220243968
7 added 131 characters in body
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I've been hunting for a help desk software that fulfills my requirements (in order of importance):

  1. Self-hosted
  2. Web-based
  3. Multiple queues/topics/categories
  4. Custom form per queue/topic/category
  5. Alerting (via email) for new tickets based on queue/topics/category
  6. Alerting (via email) for ticket follow-ups
  7. LDAP -or Active Directory- based login
  8. It will be nice if it has some facility to measure SLA fulfillment, e.g., how much time had elapsed since ticket is first created, how prompt the assigned agent handled the issue, etc.

I'm currently trying out Request Tracker. Unfortunately to provide #4 above one must resort to hacking one's own front-end (with callbacks to the relevant RT components). I'm concerned that by doing so, the software will be unmanageable some time in the future (e.g., when updating to a newer version).

Is there a free (gratis) help desk software that can fulfill my requirements? Not necessarily open-source, although that would be nice.

Update: I'm also currently trying out OTRS using TurnKey Linux (TKL) OTRS Virtual Appliance. No opinion yet, just finished installing.

I've been hunting for a help desk software that fulfills my requirements (in order of importance):

  1. Self-hosted
  2. Web-based
  3. Multiple queues/topics/categories
  4. Custom form per queue/topic/category
  5. Alerting (via email) for new tickets based on queue/topics/category
  6. Alerting (via email) for ticket follow-ups
  7. LDAP -or Active Directory- based login
  8. It will be nice if it has some facility to measure SLA fulfillment, e.g., how much time had elapsed since ticket is first created, how prompt the assigned agent handled the issue, etc.

I'm currently trying out Request Tracker. Unfortunately to provide #4 above one must resort to hacking one's own front-end (with callbacks to the relevant RT components).

Is there a free (gratis) help desk software that can fulfill my requirements? Not necessarily open-source, although that would be nice.

Update: I'm also currently trying out OTRS using TurnKey Linux (TKL) OTRS Virtual Appliance. No opinion yet, just finished installing.

I've been hunting for a help desk software that fulfills my requirements (in order of importance):

  1. Self-hosted
  2. Web-based
  3. Multiple queues/topics/categories
  4. Custom form per queue/topic/category
  5. Alerting (via email) for new tickets based on queue/topics/category
  6. Alerting (via email) for ticket follow-ups
  7. LDAP -or Active Directory- based login
  8. It will be nice if it has some facility to measure SLA fulfillment, e.g., how much time had elapsed since ticket is first created, how prompt the assigned agent handled the issue, etc.

I'm currently trying out Request Tracker. Unfortunately to provide #4 above one must resort to hacking one's own front-end (with callbacks to the relevant RT components). I'm concerned that by doing so, the software will be unmanageable some time in the future (e.g., when updating to a newer version).

Is there a free (gratis) help desk software that can fulfill my requirements? Not necessarily open-source, although that would be nice.

Update: I'm also currently trying out OTRS using TurnKey Linux (TKL) OTRS Virtual Appliance. No opinion yet, just finished installing.

6 add update about testing OTRS
source | link

I've been hunting for a help desk software that fulfills my requirements (in order of importance):

  1. Self-hosted
  2. Web-based
  3. Multiple queues/topics/categories
  4. Custom form per queue/topic/category
  5. Alerting (via email) for new tickets based on queue/topics/category
  6. Alerting (via email) for ticket follow-ups
  7. Custom form per queue/topic/category
  8. SLA
  9. LDAP -or Active Directory- based login
  10. Self-hostedIt will be nice if it has some facility to measure SLA fulfillment, e.g., how much time had elapsed since ticket is first created, how prompt the assigned agent handled the issue, etc.

I'm currently trying out Request Tracker. Unfortunately to provide #5#4 above one must resort to hacking one's own front-end (with callbacks to the relevant RT components).

Is there a free (gratis) help desk software that can fulfill my requirements? Not necessarily open-source, although that would be nice.

Update: I'm also currently trying out OTRS using TurnKey Linux (TKL) OTRS Virtual Appliance. No opinion yet, just finished installing.

I've been hunting for a help desk software that fulfills my requirements:

  1. Web-based
  2. Multiple queues/topics/categories
  3. Alerting (via email) for new tickets based on queue/topics/category
  4. Alerting (via email) for ticket follow-ups
  5. Custom form per queue/topic/category
  6. SLA
  7. LDAP -or Active Directory- based login
  8. Self-hosted

I'm currently trying out Request Tracker. Unfortunately to provide #5 above one must resort to hacking one's own front-end (with callbacks to the relevant RT components).

Is there a free (gratis) help desk software that can fulfill my requirements? Not necessarily open-source, although that would be nice.

I've been hunting for a help desk software that fulfills my requirements (in order of importance):

  1. Self-hosted
  2. Web-based
  3. Multiple queues/topics/categories
  4. Custom form per queue/topic/category
  5. Alerting (via email) for new tickets based on queue/topics/category
  6. Alerting (via email) for ticket follow-ups
  7. LDAP -or Active Directory- based login
  8. It will be nice if it has some facility to measure SLA fulfillment, e.g., how much time had elapsed since ticket is first created, how prompt the assigned agent handled the issue, etc.

I'm currently trying out Request Tracker. Unfortunately to provide #4 above one must resort to hacking one's own front-end (with callbacks to the relevant RT components).

Is there a free (gratis) help desk software that can fulfill my requirements? Not necessarily open-source, although that would be nice.

Update: I'm also currently trying out OTRS using TurnKey Linux (TKL) OTRS Virtual Appliance. No opinion yet, just finished installing.

5 added 16 characters in body
source | link

I've been hunting for a help desk software that fulfills my requirements:

  1. Web-based
  2. Multiple queues/topics/categories
  3. Alerting (via email) for new tickets based on queue/topics/category
  4. Alerting (via email) for ticket follow-ups
  5. Custom form per queue/topic/category
  6. SLA
  7. LDAP -or Active Directory- based login
  8. Self-hosted

I'm currently trying out Request Tracker. Unfortunately to provide #5 above one must resort to hacking one's own front-end (with callbacks to the relevant RT components).

Is there a free (gratis) help desk software that can fulfill my requirements? Not necessarily open-source, although that would be nice.

I've been hunting for a help desk software that fulfills my requirements:

  1. Web-based
  2. Multiple queues/topics/categories
  3. Alerting (via email) for new tickets based on queue/topics/category
  4. Alerting (via email) for ticket follow-ups
  5. Custom form per queue/topic/category
  6. SLA
  7. LDAP -or Active Directory- based login

I'm currently trying out Request Tracker. Unfortunately to provide #5 above one must resort to hacking one's own front-end (with callbacks to the relevant RT components).

Is there a free (gratis) help desk software that can fulfill my requirements? Not necessarily open-source, although that would be nice.

I've been hunting for a help desk software that fulfills my requirements:

  1. Web-based
  2. Multiple queues/topics/categories
  3. Alerting (via email) for new tickets based on queue/topics/category
  4. Alerting (via email) for ticket follow-ups
  5. Custom form per queue/topic/category
  6. SLA
  7. LDAP -or Active Directory- based login
  8. Self-hosted

I'm currently trying out Request Tracker. Unfortunately to provide #5 above one must resort to hacking one's own front-end (with callbacks to the relevant RT components).

Is there a free (gratis) help desk software that can fulfill my requirements? Not necessarily open-source, although that would be nice.

4 fixed tagging
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3 Removed redundant section of title (information is already in the tags)
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2 added 14 characters in body; edited tags
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