Whether you are developing, selling goods, offering services, at one time you may have various customers.
And of course you want to offer a high quality level for your services. The more customers you have, the more requests will come.
At the beginning you may work with emails. Later you may have some internal system to follow all of these requests.
But once, this is not enough - you loose too much time to check the state of each request.
This is the time where you should use a ticket system.
Webbased to open new and be able to get answers / follow by email.
The last weeks we had as well the demand for such a system as some requests for.
There are already some systems on the market.
Some of them are good (because of a good code base), some or not. Some of them are cheap(er), some of them are quite expensive.
Same goes for handling.
We have evaluated most of the avialable systems. But because we like the idea of OpenSource, finally our decision felt on osTicket.
But - and this a generally a shame for this system - currently it has many drawbacks.
Just to highlight a few (but for me the most important):
- not multilingual
- not template based
- old code base (e.g. short open tags are required!)
But we liked the system and we decided to make a fork of it. Not only a fork, we have added several new functions, rewrote the complete code and much more.
Here are only few highlights:
- templates can be used optionally
- mySQL 5
Because the language vars are 'outsourced' to own files - it is easy to translate or / and add new languages.
We have build up a fully working demo system.
During the development phase until we have the first stable release, access is given 'personally' to each who is interested in testing this new system.
Just go to our forum, register yourself (write one simple posting) and you will get the access data afterwards automatically once your posting is published.