I am assisting a friend in revamping their help desk ticketing system, documentation system, and more right now. Currently they use a lot of Word Docs and notepad documents all semi-organized on a network drive. As well, when they get tickets in, they don't even use a ticketing system, they just email each other. So with that being said, anything would be a step up for them right now. :)
So here are the reqs they are looking for in the suite/system that they want to implement.
- Centralized ticketing system
- Knowledge Base
- Email notifications (both manual and automated)
- Web interface
- Software can be locally installed or local/web to give multiple I/O for employees and clients
- Project management system
- Reporting of anything and everything possible
- LDAP integration
Now, there are a few things that they have said would be nice to have and good bonuses
- Checklist piece to the tickets/projects. This means that the Help Desk employee would put on there all of the things the client is requesting. Then, as they are completed they can be "checked off" to show completion.
- The client can log on to a web portal and see any and all status updates. Giving clear visibility to their requests.
- Mobile app option, specifically something like Base camp and how their project management can be done.
- The website would need to be more designed like an interface than a core designed page. This would allow the customization of the page to how they want it.
- Tickets can be updated if a client were to reply to an email and it had a unique number in the subject that would put that email and/or the attachments in to the ticketing system.
- The knowledge base can be both private and public. So the things that clients can fix themselves would be public and viewable on the website. Otherwise, they would be private for employee use only.
Lastly, this all needs to be done and used on Windows OS and servers.
Now, I do understand how much is above and I know that not one software/suite will have everything...especially being free or open source. However, if there are say...2 options that would give almost all of the items above, then that wouldn't be so bad. The ABSOLUTE most they would want to do is 3 software, but that use pushing it.
Again, this needs to be free out open source as they are a smaller company. They have investigated paying for all the items they wanted with multiple companies, but the costs were going to be astronomical and they wouldn't get a return on their investment for many years.
Thanks for all of the feedback and help. Definitely looking forward to hearing any and all feed back.