By waycool on

A simple but useful HelpDesk module that allows user to create help requests/tickets and agents and review them. Will release it once it's been tested a bit. You can read more here:

http://portal.phpuser.net/node/view/19

If you are prompted to install Chinese language pack, just ignore it, there's enough english to get you around.

Comments

waycool’s picture

waycool commented

How do I create a project? I did but it's not showing up in /project. Also, I can't change my own post which everyone should be allowed to do!

pruner’s picture

pruner commented

it sounds like just what I'm looking for.

Walt Esquivel’s picture

Walt Esquivel commented

http://drupal.org/node/17174#comment-33965

I hope that helps.

Cheers,
Walt

garm’s picture

garm commented

a wellmade drupal helpdesk module could be interesting/popular to alot of users

yanger’s picture

yanger commented

just checking.. but is there a helpdesk module avaliable yet (4.6.x)

---------------------------
yanger

venkat-rk’s picture

venkat-rk commented

There is one that was announced. Not sure about its status, though:
http://drupal.org/node/30947

Walt Esquivel’s picture

Walt Esquivel commented

I agree that a trouble ticket/help-desk module contributed module for Drupal would be terrific!

Until that time comes, however, you might want to consider adding an externally run application such as that found at http://otrs.org/. I had previously recommended osTicket (http://drupal.org/node/6152#comment-33967 and http://drupal.org/node/17174#comment-33965) but it seems development stopped on osTicket a while back and so I no longer recommend it.

OTRS is open source. I've played around just a bit with it and, unless there is a Drupal contributed module, plan on using OTRS for my Drupal-run web site. If anyone is using it along with Drupal, it would be great to see a link posted here to see OTRS in action and to see how the two were implemented.

The negative part is that using OTRS will require my web site users to use a different userID and password from Drupal to submit and access OTRS trouble tickets/help-desk requests.

-----
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

Christoph C. Cemper’s picture

Christoph C. Cemper commented

Hey thanks - looks interesting...

IMHO it should not be too hard to implement a user-database sync between these two systems,
or even replace the logon functions of OTRS to use those of drupal...

did you proceed with your implementaion so far?

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Walt Esquivel’s picture

Walt Esquivel commented

Rather then trying to implement a 3rd party system that is totally non-Drupal and would require me (and possible users?) to track things externally to Drupal, I decided, based on the advancements with Drupal modules, to simply rely on them for trouble tickets, feature requests, etc.

For example, take a look at Casetracker.

I think that if I had a huge company (I'm just getting started) with lots of customer trouble tickets being submitted, I might consider a more robust system. But for what I need, I'm pretty sure the Drupal contributed modules will do just fine, especially Casetracker. It's being used on groups.drupal.org.

I haven't yet tried it, but I'll be looking at it in the future.

Walt Esquivel, MBA, MA, Captain - U.S. Marine Corps (Veteran)
President, Wellness Corps, LLC
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tingly’s picture

tingly commented

from: Singapore!

We have been using Mantis for a while, but will love to see a Helpdesk module integrated in Drual with the Workflow and Issue modules!

http://www.mantisbt.org/

walterbyrd’s picture

walterbyrd commented

I get the idea that the term "helpdesk" is being used ambiguously, in this thread.

OTRS is what I consider "helpdesk" software. Users submit tickets like "my email isn't working" or something.

Casetracker, seems more like software configuration management.

Maybe I am misunderstanding?

Walt Esquivel’s picture

Walt Esquivel commented

...but then again, I'm no expert and, at this time, nothing more than a Drupal user with an inquisitive mind.

In the words of another Drupal user, Case Tracker is

a more general focused module for a helpdesk-like solution...

Please read the comments at http://drupal.org/node/55037. I think Case Tracker is an attempt to move towards a general issue-tracking and helpdesk-like solution capability and away from the Project module which, in my opinion, is most definitely geared specifically towards software tracking.

Walt Esquivel, MBA; MA; President, Wellness Corps; Captain, USMC (Veteran)
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harkonnen’s picture

harkonnen commented

I know this is old post, but just in case, if there is anyone still interesting...

This modules allows the integration of OTRS 2.0+ (Online Ticket Response System) with Drupal to provide a mechanism for organizations to track the detection, reporting, and resolutions of problems/issues.

Take a look.
http://drupal.org/project/d-otrs