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I'm looking for a helpdesk/service desk for our customers where they can:

  • Create an account on the portal
  • Create a ticket on the portal
  • Create a ticket through mail (support@...)
  • Watch ticket status online and answer through mail
  • FAQ and knowledge base searching
  • Customer downloads for data
  • Customer licenses (and buying options, SLA management)
  • Check the customer licenses for extending etc ….
  • This also has to be extendable with api’s or … so we can link this to our Visual studio team services

Any suggestions?

  • The community edition of ManageEngine may satisfy you - been 2 years since I used it however. – ThisIsNotMyRealName Feb 13 '18 at 12:56
  • Welcome to Software Recommendations! Have you already checked with similar questions here – e.g. Online Helpdesk/Ticketing Systems? – Izzy Feb 13 '18 at 13:01
  • @MichaelNancarrow I came across ManageEngine as well. I'll give it a try! – NathanAE Feb 13 '18 at 13:07
  • @Izzy, yes I did... unfortunately didn't find a solution there. I'm really looking for a more extendable solution or opensource, so we can build on it – NathanAE Feb 13 '18 at 13:07
  • You might wish to take a look at Trac as well (though it rather falls into the category project-management). I've used it in the past, it's open source and has tons of addons. Just follow the link to a list of example answers. I cannot tell for the license part, but everything else you've mentioned should be covered. – Izzy Feb 13 '18 at 13:49

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