Support Ticketing System

[Scroller]

I'm trying to find a good FREE support ticketing system which includes email parsing and knowledge base. Any recommendations?

Tried out a few so far ... usually it's either look good but poor in features/performance ... or the other way round. I just need something which is clean and professional. Can be either ASP, ASP.NET or PHP, just not Perl.

[Brangwyn]

Some other recent posts recommended this one

http://www.osticket.com/server/

Haven't had a chance to try it myself fully yet.

[Scroller]

yap! tried that ... one of the better ones definitely .. but can't quite get the cron job to work ... very little documentation available.

[DVHost]

Why not write your own Support Ticket System?

Its really not that hard to do. I have been working on one for the past week and hope to have it finished in the next week or so. This is probably the most enjoyable work I have done in a while that is turning out to be quite robust.

I have implemented a number of common features and it will accept submissions from web forms as well as email. Yes, it parses emails and will recognize follow up emails coming in and append them to their respective tickets.

Time keeping, warnings, alerts, support user profiles, nicely formatted responses etc. and a slew of other things I have not put in yet. The fact is, I am more than pleased at what I have completed in such a short time and the ease of creating such an application. I've been using ASP, JMail, ASPMail, JavaScript and a single DB.

There is nothing like having your own solution. You might want to give it a go yourself, that is if you have the time of course.

[Scroller]

tempted ... but this is exactly what I'm trying to avoid ... I know once I start doing it ... I will be trying to queeze in lots of features and try to be too perfect ... and in the end take up too much time.

[Silverbug]

yeah i know what you mean, i had to bite the bullet and say i wasnt going to develop one for my main client, because it would take too long and that altho a prebuilt one might not have all the things he wants, he would be better off with it. if you dont mind spending a little money take a look at kayako (the one vortech uses) i know my client is happy with it.