Forum Subject: Helpdesk / Trouble Tickets / Support System

Posted on: 02/10/04 03:11pm
By: anuenue

Whatever you want to call it. Has anyone intergrated a help or support ticket tracking sysetm into Geeklog? Anyone have any preferences on one of these systems they would like to see integrated into Geeklog?

Thanks

Helpdesk / Trouble Tickets / Support System

Posted on: 02/10/04 08:39pm
By: vinny

I just released an integrated Mantis. While not ideal for issue/support tracking (it is a bug tracking tool), I think it's features could work decently for you. Check out this forum post[*1] .

Also, if anyone can suggest a good issue/support tracking software (CRM) please post it here. I've looked around but didn't really find anything decent.

-Vinny

Helpdesk / Trouble Tickets / Support System

Posted on: 02/11/04 01:28am
By: anuenue

Vinny,
I saw that post and it made me once again think about seriously moving my department's intranet site off ASP and onto Geeklog with Mantis and several other available plugins. Now if we can just use NT logins for an automatic login...

I don't need a support module with that much detail. Something pretty simple but clean and function.

Helpdesk / Trouble Tickets / Support System

Posted on: 02/11/04 03:34am
By: Dirk

I've started working on a simple support ticket plugin some time ago, but it's not ready for public consumption yet (and probably needs a technical overhaul as well).

It tracks emails sent to a specific address (say, support@example.com), automatically assigning it a ticket number, and then lets you assign someone to handle that support ticket. All tied in with Geeklog's groups and permissions, of course.

I have to revisit this once we have Geeklog 1.3.9 out of the door ...

bye, Dirk

Helpdesk / Trouble Tickets / Support System

Posted on: 02/11/04 09:13am
By: tomw

[QUOTE BY= vinny] Also, if anyone can suggest a good issue/support tracking software (CRM) please post it here. I've looked around but didn't really find anything decent.

-Vinny[/QUOTE]
Vinny, The best I have found is eGroupware[*2] a fork of phpGroupware. eGroupware is a complete solution however and not suitable for integration with Geeklog (I know heresy), but its aimed at a different audience.

TomW

Helpdesk / Trouble Tickets / Support System

Posted on: 02/11/04 11:08am
By: anuenue

[QUOTE BY= Dirk]It tracks emails sent to a specific address (say, support@example.com), automatically assigning it a ticket number, and then lets you assign someone to handle that support ticket. All tied in with Geeklog's groups and permissions, of course.[/QUOTE]

Dirk, that sounds great! Let me know if you need any beta testing done.

[QUOTE BY= Dirk]I have to revisit this once we have Geeklog 1.3.9 out of the door ...[/QUOTE]

Is there a list of enhancements / bug fixes that will be in 1.3.9?

Thanks

Helpdesk / Trouble Tickets / Support System

Posted on: 02/11/04 11:43am
By: Dirk

[QUOTE BY= anuenue] Is there a list of enhancements / bug fixes that will be in 1.3.9?[/QUOTE]
The history file[*3] in CVS is pretty much up to date.

bye, Dirk

Helpdesk / Trouble Tickets / Support System

Posted on: 02/12/04 02:33pm
By: anuenue

Wow! Someone has been busy.

Helpdesk / Trouble Tickets / Support System

Posted on: 12/05/05 06:53pm
By: ScurvyDawg

I know this is an old old thread.

I was wondering if anyone has a commercial client that has asked for a CMS/CRM integration to reduce data input requirements?

I have spent a lot of time looking at SugarCRM and CIviCRM (Civi integrates with Mambo/Joomla and Drupal)

Anyone have something like this I would be willing to pay.

Blaine Dirk and Vinny being the most likely to have done something like this I am thinking.

Thank you

Helpdesk / Trouble Tickets / Support System

Posted on: 12/06/05 04:56pm
By: Dirk

[QUOTE BY= ScurvyDawg] Blaine Dirk and Vinny being the most likely to have done something like this I am thinking.[/QUOTE]
I still only have the above-mentioned "almost finished" support ticket plugin to offer.

I started writing it since I thought it was a good idea, but never had a real need for it. So I basically lost interest once it reached the "proof of concept" stage. That may finally change in the next month or two, but I wouldn't count on it.

Unless, of course, someone would be interested in funding the further development ...

bye, Dirk

Helpdesk / Trouble Tickets / Support System

Posted on: 12/06/05 08:02pm
By: ScurvyDawg

[QUOTE BY= Dirk] [QUOTE BY= ScurvyDawg] Blaine Dirk and Vinny being the most likely to have done something like this I am thinking.[/QUOTE]
I still only have the above-mentioned "almost finished" support ticket plugin to offer.

I started writing it since I thought it was a good idea, but never had a real need for it. So I basically lost interest once it reached the "proof of concept" stage. That may finally change in the next month or two, but I wouldn't count on it.

Unless, of course, someone would be interested in funding the further development ...

bye, Dirk[/QUOTE]

I'd be happy to fund a project but I need something a little more robust than a ticketing system. What we are looking for is a CRM tied to a CMS with possible Newsletter capability.

Thanks for taking the time to respond Dirk.

Helpdesk / Trouble Tickets / Support System

Posted on: 12/07/05 02:01am
By: Dirk

[QUOTE BY= ScurvyDawg] I need something a little more robust than a ticketing system. What we are looking for is a CRM tied to a CMS with possible Newsletter capability.[/QUOTE]
I figured as much. My plugin is nowhere near a full-blown CRM solution (and wasn't meant to be).

bye, Dirk

Helpdesk / Trouble Tickets / Support System

Posted on: 12/07/05 11:24am
By: ScurvyDawg

Has anyone else ever looked at SugarCRM?

They have a port for Mambo and I think Drupal.

I of course prefer GL.

Just seeing if there is any interest out there.

Helpdesk / Trouble Tickets / Support System

Posted on: 12/07/05 02:13pm
By: Anonymous (twolf)

You might want to check out OpenCRX: http://www.opencrx.org/ It is an open source European developed (Swiss?) enterprise class package - or at least that is what I thought when I looked at it months ago. I don't think it will integrate with GL, but it seemed light years beyond SugarCRM. Check out the demo, it's worth a look.

TWolf

Helpdesk / Trouble Tickets / Support System

Posted on: 12/27/05 04:44am
By: 1000ideen

I tried phpprojekt[*4] but found I can work faster with direct emails. As for me a simple trouble ticket solution within GL would do. Up to now I tell people to write an email to admin.

Helpdesk / Trouble Tickets / Support System

Posted on: 06/12/06 11:00am
By: LWC

Tell me Dirk, is your plugin smart enough to also let both the handler and the reporter reply via e-mail (I guess support@example.com would always have to be used as the "to" header so only the site would actually know the real receipient and redirect to him/her)?

Also, if you're willing to officially be hired for a project, do you officially declare yourself as a business in order to provide invoices to whomever pays you? See, if I were to hire you for this, I would want invoices so I could declare it as business expences.

Helpdesk / Trouble Tickets / Support System

Posted on: 06/27/06 07:36pm
By: LWC

Dirk?

Re: Helpdesk / Trouble Tickets / Support System

Posted on: 01/24/10 02:22pm
By: tor4okus

I can advise here the program for business to whom interestingly! Itself I use to it and I do not complain. Very much simplifies work... crm the program [*5]

Re: Helpdesk / Trouble Tickets / Support System

Posted on: 01/25/10 11:06am
By: Anonymous (ironmax)

What I use over at Spacequad Internet Services[*6] (Spacequad AntiSpam Services) is a PHP support ticketing system from osTicket.com[*7] and works very well, also it is free. Try it out on my system if you'd like.