On 21/12/10 08:51, Simon Elliott wrote:
We use Spiceworks at work. http://www.spiceworks.com/ It offers a helpdesk system which does hook into email, we use a generic helpdesk@ mailbox but the system forwards new tickets to our own addresses if we want it to - Spiceworks also offers a "user portal" so the user can log in to that to view their currently open tickets on a web-based system which sounds better for your high-volume client. The system allows allocating tickets to particular people etc. It also allows closing/updating of tickets directly from the automated email system, e.g. I can reply to an email with #close and a message which will close the ticket and push a message back to the user through the helpdesk@ mailbox. In Spiceworks you can also allocate time spent on each ticket and thus money charged in the latest version. It's got a good purchase tracking system also if you need to buy something to complete a particular ticket.
And it's open source!! Maybe it's more what you're looking for - maybe not. Just my 2p.
That all sounds about perfect, thanks for the suggestion!
The only downside is that it seems to require a Windows host. I might experiment anyway (I wonder if it works under Wine?). But I had assumed that I'd be using something which sits out of the office on a virtual server somewhere so that everyone (eg customers) can access it without me opening up the office connection, but for that to work it would need to be Linux based.
Worth a look though. Thanks!