Hi, All:

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?

Thanks.

Jenny

Jenny Jing
Information Systems Librarian
Discovery Systems
Queen's University Library
Kingston ON, K7L 5C4
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613-533-6000 x 75302