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trouble ticket software

any recommnded?

     
7:17 am on Sep 16, 2007 (gmt 0)

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I'm looking for a ticket management software to handle customers communication.
I would like a customer sending email to support@mydomain to get an auto reply, and as an admin, I want the ability to see which agent replied to the request and the content of the reply.
and of course, if another agent replies a request, he should see the history of all other agents.
anyone using such software that is recommended?
preferable open source of course so I can adjust.
3:47 pm on Sept 17, 2007 (gmt 0)

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Hesk [phpjunkyard.com] is free (for link) and does everything that you're looking for.
4:15 pm on Sept 17, 2007 (gmt 0)

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As a customer of companies using ticket systems I would add two requirements:

1. Reponses that are not zapped as spam by major webmail providers.
2. The ability for customers to check progress on line.

So many companies don't appreciate that they are failing on point one until they have developed a bad reputation for "ignoring" tickets.

4:27 pm on Sept 17, 2007 (gmt 0)

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Reponses that are not zapped as spam by major webmail providers.

Any open source/free application is going to reside on the site's server. Wouldn't this all depend on the blacklist status of that server.

I.E., if email is getting zapped there's a bigger problem than just the ticket application (aside from a spammy subject, I suppose).

9:09 pm on Sept 24, 2007 (gmt 0)

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Thanks for replies!
Anybody using OTRS?