I would consider evaluating the Atlassian stack, which is for me the most valuable out there:
JIRA + Fisheye + Confluence will be a perfect match. Fisheye can connect to either SVN or Git repositories
Disclaimer: I don't work for Atlassian. I use all these tools actively, daily, and develop plugins for JIRA since 4 years, ...
Have you considered Sirportly? As far as I am aware, there's no AD integration, but it's close to what you're asking for, although it doesn't support free and self hosted at once.
Features from your list
It can be self-hosted, although this has a one off fee of £349 for a 10 user licence.
it's web based
supports multiple brands, departments, custom ticket ...
Have you considered Jitbit Helpdesk?
[NB: I'm affiliated with this company, so I'm not going to provide any review since I'm naturally biased]
Basically it fulfils all your requirements (self-hosted, supports LDAP/AD, web-based, etc.)
It's a paid app, but the trial version is free and not time-limited, so you can "test" as long as you need.
Everything GitHub will do (including Git hosting) or everything GitHub Issues (only the issue tracking system) will do?
In the first case it seems to be impossible. In the second case, my suggestion is to use Trello as the ticketing system -- which provides
Organization of each ticket (in Trello the tickets will be represented ...
You can have a look at HelpDeskPilot
Web based ( can be accessed via a browser )
Support multiple categories ( like email@example.com, firstname.lastname@example.org, Marketing@example.com)
Email Notifications for New tickets, Tickets that has crossed the due dates, SLA breaches, and many other custom notifications.
LDAP & Active Directory ...
I would suggest taking a look at using Sphinx as a document authoring system - the results can be published as any/all of:
HTML (including Windows HTML Help),
LaTeX (for printable PDF versions),
manual pages &
Extensive cross-references: semantic markup and automatic links for functions, classes, citations, glossary terms and ...
This is not a complete answer, but it is too long to post as a comment.
I have to help you before the Wyvern get you (or is it Skelegon?)
Centralized ticketing system
Email notifications (both manual and automated)
Software can be locally installed or local/web to give multiple I/O for employees and clients
I don't know of a generic “trouble-shooter builder”, and presume that you have Googled.
Since this is going to have to be a bespoke solution, tailored to your CMS and its use cases, I would suggest that you code a bunch of browser scripts, built with Selenium (which is the most popular, hence well supported and documented, and quite usable, generic browser (...
It always seems funny when people ask specifically for Open Source software that plays nicely with a specific proprietary system, in this case AD - Microsoft Active Directory.
I would suggest that validation of the users domain rights is down to AD.
You can just use Trac for your ticketing system.
Free, Open Source & Cross Platform
LiveHelperChat might be exactly what your looking for,
Open source - Live Support chat for your website. Web and desktop clients. Co-Browsing, XMPP notifications, GTalk, Jabber, Openfire, Skype, Chrome extension, Node.js support, MySQL, PostgreSQL
The code for LiveHelperChat can be found Here, it shouldn't be too ...
You might like to take a look at ZenDesk.
I believe it has a realtime chat facility, form facility, and supports followups via email.
Compared to intercom.io, it lacks the customer segmentation, data mining and mass mailing facilities.
Have you considered Jitbit Helpdesk Ticketing system? I'm one of the developers so I'm not going to post any review/pros/cons since I'm obviously biased.
Has all the features you mentioned and available as both online and "on-premise" solution (aka "installed on your own server").
Did you try HappyFox ?
Ticketing Features include:
Convert customer emails to tickets
Categorize tickets based on status, priority and Agent
Smart Automated Workflow management
Advanced Reporting and Analytics
The advanced ticket search feature that you were asking for.
Probably there will not be a tool that does what you want so specifically, but I would
Use BoardThreads as a lean helpdesk on top of Trello;
Set up two or three Zaps to create objects in Salesforce when events happen in this same Trello board.