Free ticketing // helpdesk software

ThorpedoUK · 5 Nov 2010 at 09:47

Any one got any recommendations on free help desk // ticketing software from experience?

I'm currently on the lookout for something decent (OpenSource only) that would allow users to:

1. Access from the web and log // check // update calls (tickets)

2. Run reports on & produce graphs // historic data

3. Uses a database of sorts, MySQL would be ideal

4. Linux based

5. Fairly secure & half decent support from the community

Seems to be a fair few available via google, but just wondered what you guys were using and any feedback would be great!

Cheers

Little_Crow · 5 Nov 2010 at 09:54

I think most people here would recommend SpiceWorks, it doesn't quite tick requirement 4, but it can run apparently through wine.

ThorpedoUK · 5 Nov 2010 at 09:56

Nice - I didn't know they did helpdesk software also, I've only used the "PC software audit" element of there software, cool I will check that out then.

Thanks mate

paradigm · 5 Nov 2010 at 10:40

Ilient SysAid Free Edition (assuming you have less than 100 users/assets).

http://www.ilient.com/freeware.htm

I hate spiceworks with a passion.

Emlyn_Dewar · 5 Nov 2010 at 11:00

We use Spiceworks for helpdesk ticketing. I've not used any other free helpdesk software but... I wouldn't recommend Spiceworks.

Of all servers I've tried it on so far, it's not been as responsive as I'd hoped. (Haven't moved to version 5 yet, may be fixed)
I'm not sure what it is really, there's just something about the layout that I am not a fan of.
E-mail notification of tickets past due date seems a bit weak.

SiriusB · 5 Nov 2010 at 11:15

osTicket is one we use. Open source and is PHP-based, so will run fine on Linux. Supports email piping and all the other usual stuff.

I have tried Spiceworks recently and the interface is just way too busy, though it does seem to work well in my testing.

Yamahahahahaha · 5 Nov 2010 at 12:13

Emlyn_Dewar said:
Of all servers I've tried it on so far, it's not been as responsive as I'd hoped. (Haven't moved to version 5 yet, may be fixed)

This is a common complaint, and one that I've yet to witness.
We run an instance of Spiceworks here for curiousity's sake, and a few clients do too, none of which are running it on hardware newer than 3 years old.
The performance seems perfectly adequate to me. Is it when running reports or what?

I haven't tried V5 yet, but it does have lots of snazzy new features.

ThorpedoUK · 5 Nov 2010 at 15:33

Thanks all - will give those recommendations a shot and let you know

Ilient SysAid Free Edition looks pretty good and company is under 100 users so all's good there.

Will try osTicket too, if its based around LAMP then perfect!

Cheers!

droyden · 6 Nov 2010 at 22:03

Check out GLPI, used to use it at work. php based has a ticketing system built in although I never used it.. used it for asset tracking

SMN · 6 Nov 2010 at 23:28

I did a contract for a SysAid install about 18 months ago. For some of the more advanced features you will need a license which costs.

Have a look at Sugar CRM too.

sideh · 8 Nov 2010 at 10:56

droyden said:
Check out GLPI, used to use it at work. php based has a ticketing system built in although I never used it.. used it for asset tracking

glpi+1

sidethink · 8 Nov 2010 at 13:38

If you have the time and inclination to set it up correctly, Request Tracker is unbelievably powerful and flexible. Its not for you if you want something up and running ultra-fast but I love it.

Ian · 8 Nov 2010 at 14:55

Started a new job last week at a university. They have recently implemented a new system based on http://otrs.org/.

ThorpedoUK · 10 Nov 2010 at 23:12

Some excellent suggestions here chaps - thanks, going to give these a go soon (basically when I start my new job as its one of my many tasks I need to sort out)

I'll let you know what we went for in the end