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Need some help here to find software that will DO it for me.
Looking for basic Help Desk software - free of course or with a minimal once off payment. Sitting with a piece of local.gov that dont really have funds for such a project, but a HelpDesk is the only way to get service delivery up to scratch!
What it needs to do (minimum):
-Public facing front-end
- Allow users to create tickets (as guest or logged in user)
- Allow for some form of workflow (automated assigning of tickets), where a ticket with AAAA as subject goes to team A, BBB as subject to team B, etc.
- Email confirmations and updates
- Some level of SMS integration (seemingly this is where it gets tricky and pricey!).
My workaround for direct SMS integration is doing it as email-to-sms via winsms or similar provider.
Currently playing around with osTicket, which does a pretty decent job, but its not as mobile friendly and messes up its display/rendering on some mobile devices.
Tried a few of the others too, including SysAid (brilliant package, but totally customised to IT environment), Spiceworks (also only IT Environment), Faveo (also nice, but teams and workflow not too great). Even went as far as to look at Joomla with a Support extension - what I tried did not give me shivers of excitement.
So please advise what you are using, and the Pro's and Con's of the system.
I have a Windows box locally available, and a few hosted Linux's to try it on.
Edit: We don't want to track IT issues, but rather issues like faulty electricity meters, damaged manhole covers, stolen stop signs, etc.
Need some help here to find software that will DO it for me.
Looking for basic Help Desk software - free of course or with a minimal once off payment. Sitting with a piece of local.gov that dont really have funds for such a project, but a HelpDesk is the only way to get service delivery up to scratch!
What it needs to do (minimum):
-Public facing front-end
- Allow users to create tickets (as guest or logged in user)
- Allow for some form of workflow (automated assigning of tickets), where a ticket with AAAA as subject goes to team A, BBB as subject to team B, etc.
- Email confirmations and updates
- Some level of SMS integration (seemingly this is where it gets tricky and pricey!).
My workaround for direct SMS integration is doing it as email-to-sms via winsms or similar provider.
Currently playing around with osTicket, which does a pretty decent job, but its not as mobile friendly and messes up its display/rendering on some mobile devices.
Tried a few of the others too, including SysAid (brilliant package, but totally customised to IT environment), Spiceworks (also only IT Environment), Faveo (also nice, but teams and workflow not too great). Even went as far as to look at Joomla with a Support extension - what I tried did not give me shivers of excitement.
So please advise what you are using, and the Pro's and Con's of the system.
I have a Windows box locally available, and a few hosted Linux's to try it on.
Edit: We don't want to track IT issues, but rather issues like faulty electricity meters, damaged manhole covers, stolen stop signs, etc.
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