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

It's not Zendesk, but it is free.



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 ( 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,
> ☎:
> "Don't believe everything you read on the Internet"
>    -- Abraham Lincoln