We use Bugzilla that we customized to work both in a software development and a helpdesk environment. We've been running it for 13 years.


-----Original Message-----
From: Code for Libraries [mailto:[log in to unmask]] On Behalf Of Rogan Hamby
Sent: Monday, June 08, 2015 4:42 PM
To: [log in to unmask]
Subject: Re: [CODE4LIB] Hrlpdesk Software

I tried out a dozen or so about a year ago when we had a discussion about it and osTicket was my favorite of those I tested.  I was ultimately out voted in favor of a closed source product but that's how it goes......

On Monday, June 8, 2015, McCanna, Terran <[log in to unmask]>
wrote:

> We are preparing to switch from a commercial package (Numara 
> Footprints) to osTicket. We looked at a number of commercial and open 
> source products, and we narrowed it down to two open source products 
> that we liked, osTicket and RT (RequestTracker). We installed both of 
> those to test them out and all of us preferred osTicket. The features 
> are similar in both. RT has more add-on modules available so if you 
> expect to want to do heavy customizations, that might be a better 
> choice, but osTicket is nicer out of the box and will require less configuration time.
>
>
> Terran McCanna
> PINES Program Manager
> Georgia Public Library Service
> 1800 Century Place, Suite 150
> Atlanta, GA 30345
> 404-235-7138
> [log in to unmask] <javascript:;>
>
> ----- Original Message -----
> From: "Stuart Forrest" <[log in to unmask] <javascript:;>>
> To: [log in to unmask] <javascript:;>
> Sent: Monday, June 8, 2015 5:28:59 PM
> Subject: [CODE4LIB] Hrlpdesk Software
>
> Hi
>
> Do any of you use a helpdesk ticket system? What do you use? How do 
> you get on with it etc? I am particularly interested in open source software.
>
> Thanks
> Stuart