5 open source help desk apps to watch
- 29 September, 2009 10:53
If your help desk software is giving you trouble, there are some open source options available to help ease your pain – without the high cost.
In this instalment of CIO's five open source applications to watch we take a look at help desk software, which is the basis of incident response and IT service delivery.
RT: Request Tracker
RT is a ticketing system which enables a group of people to manage tasks, issues and requests submitted by a community of users. The RT platform has been under development since 1996, and is claimed to be used at thousands of sites around the world. Written in object-oriented Perl, RT manages tasks like the identification, prioritisation, assignment, resolution and notification for applications including project management, help desk, NOC ticketing, CRM and software development.
URL: http://bestpractical.com/rt/ Licence: GPL
Help Desk Software
Help Desk Software (also Freehelpdesk) is feature-rich help desk system designed from the ground up to meet the demands of help desk staff and their users. It is a Web-based system that can accept new calls from your users directly into the system. Calls can be tracked and searched to enable faster response times. Help Desk Software has been updated to support PHP 5, but development pace has slowed since mid-2008.
URL: http://freehelpdesk.org/ Licence: GPL
OTRS (Open source Ticket Request System) has features to manage customer telephone calls and e-mails. The system is built to allow support, sales, pre-sales, billing, internal IT and help desk functions to react quickly to inbound inquiries. OTRS is a Web-based help desk and ticket system that provides a set of features to help service organisations to manage requests more efficiently. As a framework, it is the basis of OTRS::ITSM, an ITIL-compliant IT service management solution. It supports MySQL, MS SQL, PosgreSQL, Oracle and DB2.
URL: http://otrs.org Licence: AGPL
A Web-based help desk application written in Java using the Hibernate and ZK libraries. Triage provides interfaces for handling tickets with notes and solutions, full-text search indexing, and allowing for plug-ins which can generate tickets from external sources (for example Asterisk, OpenNMS, Nagios, and e-mail). The initial development is being done on Linux, using the Eclipse development environment. The idea is that as a technician enters a new ticket, the application will present them with previous tickets/solutions which may be related and be able to present a quick answer. This way, knowledge is not lost and can be easily leveraged even with new personnel in the IT work force.
URL: http://code.google.com/p/triage/ Licence: GPL
PHP Help Desk
PHD Help Desk is an application designed for the registry and follow-up of help desk incidents. A registry of incidents allows classification in two levels (type and subtype), the state of the incident, a description, ticket assignment and priority, historical registry, and an audit. Information can be reported in consultation format, to give reports or export the information for later processing in a database or spreadsheet.
URL: http://www.p-hd.com.ar/eng/index.php Licence: GPL
For more articles in this series, be sure to check out:
5 open source security projects to watch
5 open source network management projects to watch
5 open source virtualisation technologies to watch
5 open source CRM systems to watch
5 open source VoIP softphones to watch
5 open source billing systems to watch
5 open source office suites to watch
5 open source IP telephony projects to watch
5 enterprise open source wiki apps to watch
5 open source project management apps to watch
5 free project management applications you must try
Join the CIO Australia group on LinkedIn. The group is open to CIOs, IT Directors, COOs, CTOs and senior IT managers.
- 5 open source security projects to watch
- 5 open source network management projects to watch
- 5 open source virtualisation technologies to watch
- 5 open source CRM systems to watch
- 5 open source VoIP softphones to watch
- 5 open source billing systems to watch
- 5 open source office suites to watch
- Five open source IP telephony projects to watch
- Five enterprise open source wiki apps to watch
- 5 open source project management apps to watch
- 5 free project management applications you must try
Why change management doesn’t work
Larry Page wants to see your medical records
Dual-Persona Smartphones Not a BYOD Panacea
After two-year hiatus, EFF accepts bitcoin donations again
CIOs struggle to deliver timely mobile business apps: survey
Managing the Rapid Rise in Database Growth: 2011 IOUG Survey on Database Manageability
As the era of “Big Data” marches on unabated, data is coming from an ever wider range of sources, including transactional systems, mobile devices, sensors, streaming media, and social networks. Businesses are looking for innovative ways to better leverage terabytes—and for some, petabytes—of information. Read more.
New Demands for Real-time Threat Management
Many organisations are evaluating a new security model based upon IT risk management best practices. This is a good idea, but not enough for today’s dynamic and malevolent threat landscape. To keep up with IT changes and external threats, large organisations need to embrace two new security practices: real-time risk management for day-to-day security adjustments and real-time threat management to detect and remediate sophisticated, stealthy, and damaging security breaches (i.e., advanced persistent threats, or APTs). Learn more.
Advanced Targeted Attacks
The new threat landscape has changed. Cybercriminals are aggressively pursuing valuable data assets, such as financial transaction information, product design blueprints, user credentials to sensitive systems, and other intellectual property. Simply put, the cyber offense has outpaced the defensive technologies used by most companies today. Find out more on how to protect against the next generation of cyber-attacks.