Many Small and medium sized companies are always struggling to find the best suited ticket system for them , if you have a budget constrain why to invest more on Expensive ticket system when you have open-source solution . I had to identify a open source ticketing and change management system , i had to go through many ticket system and review there feature. The best i found was OTRS Open source Ticket Request System , you can download the same from Here.
Below are the features of OTRS , there are lots of plugin's available to
Web-Interface:
- Agent web interface for viewing and working on all customer requests
- Admin web interface for changing system things
- Customer web interface for viewing and sending infos to the agents
- Webinterface with themes support
- Webinterface with Single sign on (e. g. HTTPBasicAuth or LogonTickets)
- Multi language support (Brazilian Portuguese, Bulgarian, Czech, Chinese, Dutch, Danish, English, Estonian, Finnish, French, German, Greek, Hungarian, Italian, Norwegian, Polish, Portuguese, Russian, Slovak, Spanish, Turkish and Vietnam)
- customize the output templates (dtl) release independently
- Webinterface with multi attachment support
- easy and logical to use
Email-Interface:
- MIME support (attachments)
- PGP support
- SMIME support
- dispatching of incoming email via email addess or x-header
- autoresponders for customers by incoming emails (per queue)
- auto convert of incoming html only emails to text/plain (to get it easier searchable)
- email-notification to the agent by new tickets, follow ups or lock timeouts
- follow up check based on references and in-reply-to header
Ticket:
- custom queue view and queue view of all requests
- Ticket locking
- Ticket replies (standard responses)
- Ticket autoresponders per queue
- Ticket history, evolution of ticket status and actions taken on ticket
- abaility to add notes (with different note types) to a ticket
- Ticket zoom feature
- Tickets can be bounced or forwarded to other email addresses
- Ticket can be moved to a different queue (this is helpful if emails are for a specific subject)
- Ticket priority
- Ticket time accounting
- Ticket print view (PDF)
- Ticket pending feature
- Ticket responsible feature
- Ticket bulk feature
- Ticket hook divider
- Ticket event module layer
- Generic agent to do automatically actions on tickets (based on scheduled jobs)
- content fulltext search
- Ticket ACL support
- Ticket workflow feature
System:
- ASP (activ service providing) support
- Calendar / WorkingTime support for time calculations (SLA)
- Customer Source can be used from a SQL databases or LDAP (e. g. eDirectory, AD, OpenLDAP)
- TicketHook free setable like 'Call#', 'MyTicket#', 'Request#' or 'Ticket#'
- Ticket number format free setable
- database xml interface (driver for different databases including admin tasks like ALTER, CREATE, DROP, ... of tables)
- database layer, support of different SQL databases (e. g. MySQL, PostgeSQL, Oracle, DB2 and MSSQL)
- a stats framework
- utf-8 support for frontend and backend
- OTRS web package manager (to install applications like calendar or filemanager)
- agent authentication against database, ldap, httpauth or radius
- customer authentication against database, ldap, httpauth or radius
- creation and configuration of user accounts, groups and roles
- creation of standard responses
- creation of sub queue
- signature configuration per queue
- salutation configuration per queue
- email-notification of administrators
- email-notification sent to problem reporter (by create, locked, deleted, moved and closed)
- submitting update-info (via email or webinterface)
- deadlines for trouble tickets
- global TimeZone feature
- Web config editor
- Link support of objects link tickets, faqs, ...
- different levels of permissions/access-rights
- easy to develope you own addon's (OTRS API)
- easy to write different frontends (e. g. X11, console, ...)
- a fast and usefull application
Todo:
- API to other ticket systems like Peregrine
- XML interface
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