Hi, All:

Thank you very much for your replies! They are very helpful for us to choose our ticketing system. 

Jenny

-----Original Message-----
From: Code for Libraries [mailto:[log in to unmask]] On Behalf Of Cary Gordon
Sent: March-24-14 8:53 PM
To: [log in to unmask]
Subject: Re: [CODE4LIB] A ticketing system for internal troubleshooting purpose

I have used RT for trouble ticket systems. It fairly straightforward.

It's not Zendesk, but it is free.

Thanks,

Cary


On Mar 24, 2014, at 4:18 PM, Marc Chantreux <[log in to unmask]> wrote:

> hello,
> 
> On Mon, Mar 24, 2014 at 03:43:57PM +0000, Jenny Jing wrote:
>> 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.
> 
> RT (http://bestpractical.com/docs/rt/4.2/) is installed for years at 
> university of strasbourg and we're planning more usage of it.
> 
> it comes with a simple and yet rich web UI (with the ability for each 
> users to configure their homepage with results and graphs built with 
> graphical query builder). for automating, it comes with
> 
> * scripts that can be executed at every stage of the ticket lifecicle
> * a simple text based rest API
> * a way to comment, respond, command a ticket by mail
> 
> you can build associate content with extensions for SLA, KB, FAQ, ...
> 
>> users can send us questions and we can keep track of what kind of 
>> questions we get, who is working on it, etc.
> 
> you can reply (also sent to requestor) or comment (just for your eyes) 
> any ticket.
> 
>> It could be an open source or commercial tool. 
> 
> open source with a commercial support.
> 
> It supports really large scale (it's the resquest tracker for the CPAN 
> community).
> 
>> Does anyone know of something which is good to use? 
> 
> I don't know a lot of them but RT is from far the best i seen (for 
> users
> *and* administrators).
> 
> Note that it follows unix philo: RT by itself is just a bug tracker 
> (but a very good one), everything else comes as extension or 
> intercommunication with other systems.
> 
> hth
> --
> Marc Chantreux
> Université de Strasbourg, Direction Informatique
> 14 Rue René Descartes,
> 67084  STRASBOURG CEDEX
> ☎: 03.68.85.57.40
> http://unistra.fr
> "Don't believe everything you read on the Internet"
>    -- Abraham Lincoln