It's been a while, and there might be better alternatives out there now, but at the last academic library I worked at, we used Bugzilla. Web-based, requires a local installation, but pretty easy to customize/use. We tried replacing it with ticketing from a larger suite of products that we purchased, but that was overly complicated and more difficult to use.
I wrote a code4lib article about it: http://journal.code4lib.org/articles/3814
Nina McHale | Digital Experience Consultant | Colorado State Library - Colorado Department of Education | 201 E. Colfax Ave., Denver, CO 80203 | tel 303.866.6906 | www.cde.state.co.us/cdelib
From: Code for Libraries [mailto:[log in to unmask]] On Behalf Of Jenny Jing
Sent: Monday, March 24, 2014 9:44 AM
To: [log in to unmask]
Subject: [CODE4LIB] A ticketing system for internal troubleshooting purpose
We are in the process of replacing our internal ticketing system. We need it to be web-based, and staff can attach screenshots when they report an issue, and we can run reports to get the usage statistics.
We also want to use it as a reference question knowledge base in the future if the system is flexible for us to customize.
For example, users can send us questions and we can keep track of what kind of questions we get, who is working on it, etc.
It could be an open source or commercial tool.
Does anyone know of something which is good to use?
Information Systems Librarian
Queen's University Library
Kingston ON, K7L 5C4
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613-533-6000 x 75302