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Except for the integration with web platforms, I think you can pretty much do this with any reasonable mail client (e.g. Thunderbird) and a group IMAP account: Each group member configures two accounts/identities - his personal one and the group account Set up message forwarding from each account to the group account (e.g. if it's a Unix machine that could ...


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Please consider our app - Jitbit Helpdesk? Disclaimer: I'm one of the developers so I'm not posting any reviews/pros/cons since I'm obviously biased. We have both SaaS and self-hosted versions and the SaaS is $69 for 4 agents ($17 per agent). All the features you mentioned are there.


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I just found one on my own. It pretty much covers all requirements. http://www.jitbit.com/web-helpdesk/ Many localisations Available as self hosted application for IIS (ASP.net MVC Web Application) Pricing: http://www.jitbit.com/web-helpdesk/purchase/ (also available as Saas) Allows to define mutliple custom fields (different types also select boxes) ...


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We use Eventum for customer support ticket tracking. It is an open-source, web-based platform, built on top of PHP and MySQL (thus easy to extend / customize). Unfortunately, as I am only a user and not an admin / developer, I cannot tell you how much functionality you get "out of the box", nor how much customization we've done for our specific needs. When ...


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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 Arbitrary labelling/tagging Organization of each ticket (in Trello the tickets will be represented ...


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Many, if not all, of the trackers and wikis that I have encountered allow anonymous access if you decide to enable it - the reasons that this is rarely done are a) traceablitly, b) feedback & c) the amount of low quality/dubious content that such services rapidly accumulate otherwise. To enable such access you, as administrator of the tracker or wiki, ...


1

I would have to agree with Markus in saying that project/task management tools would be the best choice in this case. Depending on what the other teams are already using, you could do one of two: Add in new tasks into their existing boards and tag them as Feedback Create a separate board for feedback and add in the tasks there, separating them with ...


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It's been a while but I used RT before in a software support setup and as a team, we were quite happy with it. I believe it is meeting most of your requirements.


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Have you considered Jitbit Helpdesk Ticketing system? Disclaimer: I'm one of the developers so I'm not posting any reviews/pros/cons since I'm obviously biased. But since you mentioned you need a self-hosted app for a Windows server it seems like a perfect fit. It's basically the only self-hosted helpdesk app for MS stack (.NET based)


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Check OsTicket, it is very popular open source support ticket system. OsTicket is a platform-independent web-based application. It requires : web server (apache or IIS) php database (MySql/MariaDB) It is easy to install and do basic configuration. Administration is done trough web interface. It has plenty of option, active community, and is well ...


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Feel free to check out Planio which has all of the required features + concierge level customer support. Planio is based on the Open Source project Redmine and we're one of its major contributors. We've been running since 2009 and serve over 1,500 customers now. We're a sustainable, bootstrapped and owner-operated company, so we won't go anywhere anytime ...


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There is a free and open source version of xTuple PostBooks ERP - you can use whatever modules you need, such as the integrated CRM - http://xtuple.com/products/postbooks - you can try the free version. CRM = universal address book, incident management (more than adequate for a ticketing system like you describe), opportunity management, to-do lists, ...


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Have a look at either of these Drupal based solutions: Open Atrium. Erpal. Both solutions have an approach where you turn on the suboptions (apps or plugins if you want) that you're interested in, a ticketing system as you seem to be looking for is one of these suboptions. I believe it satisfies most of your criteria ... except for 1 possible showstopper ...


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I suggest that you should take a look at osTicket It is an open source support ticket system this can be hosted as Self Hosted Cloud Hosted Overview osTicket is a widely-used open source support ticket system. It seamlessly integrates inquiries created via email and web-based forms into a simple easy to use multi-user web interface. Easily manage, organize ...


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It looks like the described model doesn't allow end user to receive the feedback and communicate effectively with each group. Let's imagine that information provided is not enough for the Support admin and he can't start working on the task. Another scenario: admin believes he resolved the task, but it's not exactly what end user wanted. Probably the ...


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Usually when you have specific requirements, such as what you listed in your question, it's best (and easiest) to get a recommendation from an unbiased expert. This software product selection tool actually recommends the best software solution for you based on the specific needs of your work. If you want to check it out, you can find it here: http://...


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Based on your description of tag creation, you should be able to get quick "insights" into the data using the Zendesk reportings tab. I apologize if you were already aware of this, but it does seem to meet the needs you described. https://support.zendesk.com/hc/en-us/articles/203658046-Introducing-Insights-Make-your-data-mean-something Source: Software ...


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Have you considered Sirportly? (Note: this answer is customised for your post but similar to my answer here: Help Desk Software?) Features from your list it accepts tickets via email or webform it has knowledge bases, that can be public or private, or a mix of both It can be self-hosted or SaaS - although if self hosted, you'd need a Linux server. Bonus ...


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Apache Bloodhound may do the trick for you. Bloodhound Website It meets all your criteria, and its open source. Now to temper this answer I have not used Bloodhound personally, I can't attest to how well it works. If you have the funding, support and initiative right now I would consider going and getting a tool that meets your current requirements and ...


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