Help Desk/Support Ticket System Module

Looks like there is not much out there other than basic PHP Sourceforge apps.

I saw some posts here that talked about this very thing that might help you:
http://drupal.org/node/12856 [OneorZero Helpdesk]
http://drupal.org/node/6152 [HelpDesk Module]
http://drupal.org/node/17433 [Scroll to the Web Forms section]

I'm playing around with a free open source solution called osTicket (http://www.osticket.com) that I just added to my web site today at http://www.wellnesscorps.com/contact_us (if the link is broken it's because I decided to stop using it or moved it to another URL).

My web hosting company offers osTicket through its control panel and Fantastico, so it was a breeze to set up with just a couple of clicks. :)

osTicket seems to do what I need which is to basically track general, technical, and billing questions (I can add whatever categories I desire, edit them, delete them, etc.).

I definitely see the need for a Drupal module that could replicate the osTicket functionality. Until such a Drupal module exists, I'll probably just go with the stand-alone osTicket as I don't really see anything in Drupal that currently does this...although I could be wrong. The disadvantage of osTicket is that it's one more thing for a user to keep track of and, more critically, one more system that I, as my site's webmaster, have to set up. After all, osTicket is, in fact, a completely different system from Drupal.

I hope a Drupal developer looks at osTicket and says, "WOW! I definitely see the need for a new Drupal module that does what osTicket does and I could do it!" :)

I hope that helps.

Cheers,
Walt

From osTicket: "Short description: A Support Tickets system featuring email piping, pop3 login, unlimited email addresses, admin/staff/user panels, avoid autoresponder loops, limit maximun tickets user can have opened, accept attachments and limit size, pager alerts for admin."

osTicket allows you to seamlessly integrates all tickets created via email and web-based form with the web interface. Easily manage, organize and archive all your support requests. With many features and more to come, download your copy today!

http://osticket.com/docs.php
Basic features:
Supports aliases with perl gateway
Supports pop3 login with optional crontab.
Uses Perl gateway, PHP backend, and MySQL database
Handles unlimited emails
Admin/Supporter/User panels
Email Intervals to prevent autoresponder loops
Max Allowed to limit maximum tickets user can have opened
Filters to remove messages in replies
Accept attachments and limit size

Administration Features:
Completely delete tickets from database
Create categories (departments)
Create Represenatives (Supporters)
Define groups
Edit or disable response messages
Email alerts compatible with pagers
and much more...

Supporter Features
View only tickets in departments you have access to
Can not delete tickets

User Features
Login with email and any ticket # assigned to you
View all tickets sent from that email
and much more...

(Walt's note: osTicket really should allow a user to login optionally with email and password instead of ONLY email and ticket # because if they don't have the ticket # handy as often happens when the email containing it is deleted, they're out of luck!)

I've used flexinode to create a "issue ticket" type node with various fields like severity, priority, project, etc. Its a very basic solution. Also, you might want to look at the project.module, its a useable ticket tracking system, but its geared for software development and is kinda clunky for other uses.

What would people like from a drupal ticket system?

Has anyone else looked into this? I could try knocking something out but I have not been with drupal too long. I need a project to keep me busy. What would people be looking for in Help Desk module?

I've searching the web for a helpdesk system module for Drupal for have not been able to find anything.

Please see my comment at http://drupal.org/node/6152#comment-94026

Thanks!

-----
Walt Esquivel, MBA, MA, Captain - U.S. Marine Corps (Veteran)
President, Wellness Corps, LLC
-----
Drupal Users and Developers by Geographical Location
http://drupal.org/node/46659

Hi All, I just came across this post and I too am interested in a Open Source support/helpdesk.
Though, I haven't installed and used OSticket I understand it's perhaps one of the best OS choices. However, I am looking to get an update if anyone has been successful integrating it into drupal and what's been the experience pros/cons...

Also, ideally I'd like to see a similar OSticket type module in drupal. I see that user "Shrop" and perhaps others express interested in such a drupal module. I'd like to get a poll on anyone who would be interested in such a module for drupal. Any drupal programmers on the list who can comment on what it would take to develop this?

I think drupal has the perfect framework to achieve this and probably could offer more.

-joe

http://collabtive.o-dyn.de/?lang=en
Collabtive seems to be pretty amazing on their demo. Having a little trouble installing it though its web installer since I only get a white page of death.
But dont let that stop you :) the demo is amazing. (like free basecampish)

edit: ok the white screen was because of the wrong php (needs php5x)
but there are a few bugs like with the login system.

would like to see a module that could integrate this app with single login

----------------------------------------------------
My Site

I to am interested in this, like most people i did a quick google search for "open source helpdesk" and found a few options, but after a while i found none did EXACTLY what i wanted, so i started thinking about creating a Drupal system to do it. By doing it in Drupal you can customize a system your already familiar with (probably without touching any code).

A bit of digging turned up http://drupal.org/project/casetracker which looks interesting, but i think most of this can probably be done in a more modular way. As i see it there are a few key parts to a help desk system :

Email -> Issue creation
Email <--> issue comments/reply
Issue status and classification
Issue escalation
FAQ/Knowledge base
Wiki
Time tracking
Control panels for clients, 1st line, 2nd line
Automated reports / billing ?

Thinking about it, i've looked at the following modules as a way to get it all to work.

Email integration with http://drupal.org/node/39172
Issue escalation and help with control panels via the workflow series (http://drupal.org/project/workflow_ng and friends) and taxonomy
FAQ http://drupal.org/project/faq
Wiki (http://drupal.org/project/wikitools with http://drupal.org/project/freelinking)
Time tracking CCK + workflow.
Control panels with Views

Could make for an interesting project/install profile.

What do people think, and modules i've missed, cool ideas, required features etc...

a_c_m

--
acmconsulting.eu

EDIT : also just found http://drupal.org/project/timer and http://drupal.org/project/workflow_fields which could be useful.

First post was 2005 and the last post was last week it seems. I didn't see anything so, I will attempt to integrate osTicket into one of my Drupal sites and report back what I have seen in it's use.

I have not seen a better Help Desk/ Support System than Kayako Support Suite.

http://www.kayako.com/supportsuite.php

It would be nice to use this as a model for a module, not because the complementary functions like calendar, contacts, etc, but for the robust core ticketing system itself.

I wish I could do something like this, but I don't know how to code it.

I have tried out case tracker (which is super cool) but I think its way to complicated for most users. I was thinking of a possible helpdesk solution for a client that would be very basic, but useable.

1) Create a "trouble ticket" node with CCK. Use whatever fields you want (problem, screenshot image, url of problem, time, etc.)
2) Have this node type automatically email to admin
3) Admin/support views the node and can leave a comment with questions, the solution or whatever
4) System emails update to user
5) Repeat until solved
6) Admin/support marks ticket "closed" (or unpublished, or whatever)

Using views, you could easily add a tab to the user profile for "Support" which can list all of the tickets associated with this user... or display it any other way you like. This same system could work for organizing work to be done on the site, updates, feature requests, etc. This could even become a searchable knowledgebase or at least help to keep the FAQ up to date.

Of course, it might be alot simpler to use a forum, but this basic approach would lend itself to more customization.

regards,
Ron Northcutt
Freelance Developer

Custom Drupal Websites

Hi buddies!

Maybe this : http://drupal.org/project/project_issue