5

I'm trying to find helpdesk/ticketing software that is largely email-based. This means it should ideally have the following features:

  • All new emails sent to a support email (e.g. support@mydomain.com) are converted into tickets
  • Employees are notified when a new ticket is generated
  • Employees can respond to tickets/customers through their own email account, but the response will be rerouted through the main support email so that customers are only ever interacting with a single email account
  • Ticket management, such as closing and modifying ticket attributes, can be done by employees through email
  • Available for GNU/Linux

I've most recently been trying to get osTicket to work, but their email support is not fantastic (responding to tickets, modifying tickets, etc. all has to be done through the web interface without some unreliable hacks). I've thought about using Bugzilla since it does have the ability to convert emails into tickets, but I'm not sure if has the other features I'm looking for and fear that it may be too software development-oriented. I've also tried looking into RequestTracker but can't seem to find any half-decent documentation on how to configure and manage the software.

Does any such gratis software exist? Alternatively, am I missing something about the aforementioned software and they actually do fit my criteria?

0

If you are willing to set up a VM with Windows on it you could use Spiceworks.

They have an on-premises free helpdesk which will do most of the tasks mentioned above if not all.

As I have been looking lately for a Service Desk myself, I could find anything Free/Open Source that does what you mention.

Your Answer

By clicking “Post Your Answer”, you agree to our terms of service, privacy policy and cookie policy

Not the answer you're looking for? Browse other questions tagged or ask your own question.