Support ticketing system

[optik]

I need to a support ticketing system to a site and have found a few pre-made application but really what I needs is the most stripped down version around so I can re-engineer it the way I want.

If anyone has any suggestions that would help and save me a lot of time.

[redhatlab]

Hi,

If what you want is something specific to your need business need you might not get it in an open source or existing app, you might be better off coding it your self.

In a nutshell here is an idea:

1. Submit form (add here condition like if the user has to be register or use an account number)
2. One ticket is created, add a form to reply (consider if your will need attachment or code highlight or email notifications)
3. You are done unless you want some sort of rating to evaluate your support team

Thank you

[optik]

The system needs to work for any mail sent to a support e-mail address, I've just found out about the IMAP function in PHP which was the main sticking point.

[redhatlab]

Hi,

I have seen system using PHP that connect to a mail server download the message and add the email text or body as a ticket. I think that if you play with PHP you might be even able to add the emails reply to the ticket too.

If you plan to use the email reply features I will recommend you to add a tag to the response email so when you get it back it will be easy to get it into the proper ticket.

[jatar_k]

we used to use something long ago called phpticket which was about as stripped down as it could be, not sure if it is still around

[redhatlab]

You can even have Drupal with the Mailhandler module and that will do the initial trick. All coded, all ready.