I'm searching for an easy way of setting up a minimalistic ticketing system
4 comments
We used this about 15 years ago: https://bestpractical.com/request-tracker
Our customers didn't use the web interface at all; we had an email address (like help@whatever) that went into RT via qmail. The customer service reps (we had about 5 at the time) used the RT web interface. Once a CS rep took a ticket, all of the back and forth messaging (email) was automatically routed to them via a tag in the subject line. You could also add people to a ticket, reassign a ticket to someone else, close a ticket, etc.
It was pretty easy to install - a bunch of Perl scripts that used a MySQL database. I made 1 hack to it to set cache headers so it didn't always hit the DB on the back button, but other than that, we never really had to mess with it for many years.
Our customers didn't use the web interface at all; we had an email address (like help@whatever) that went into RT via qmail. The customer service reps (we had about 5 at the time) used the RT web interface. Once a CS rep took a ticket, all of the back and forth messaging (email) was automatically routed to them via a tag in the subject line. You could also add people to a ticket, reassign a ticket to someone else, close a ticket, etc.
It was pretty easy to install - a bunch of Perl scripts that used a MySQL database. I made 1 hack to it to set cache headers so it didn't always hit the DB on the back button, but other than that, we never really had to mess with it for many years.
Nice, this seems like a neat solution for our needs, thanks.
I'm currently working for a small company (3-6 people) that has an ambition to grow slightly in a future but not too much. We have arrived to a point where our customers are used to calling us or sending us an email explaining the problem.
After a disussion we arrived to a conclusion that an upgrade of the current system is needed.
Here is my idea of the whole project: - Customer would have an access to the helpdesk from anywhere - If they would like to send a ticket, some sort of verification to databes would be needed (I was toying with an idea of just checking the users name/telephone/date of birth to allow the ticket to fallthrough eliminating intruders) - The ticket would arrive to a destination where it would be organized among other tickets (It could be software running on a physical server or even a cloud solution I don't really care) - There would be a basic way of managing the tickets (the ability to modify the text of the ticket, adding labels to existing tickets, retention of tickets)
The main goal is to organize workflow a bit better so I would like to keep it simple. Basically all I need is a universal system of "seeing the tickets/problems". Our current solution is a tad chaotic.
Scalability would be nice but we have no ambitions of growing past let's say 10 people so any features beyond the solutions to the main problem would only make the overall process of creation and maintaining the software too complicated.
Thanks for any advice on this topic since I really don't know where to start. Just please keep it minimalistic and simple. Like I said our main goal is a better inner organization of resources and problems.
Have a nice day y'all