Comments on: Ticket system that runs off emails

Question: Ticket system that runs off emails

c:\awesome — Thu, 03 Jul 2008 13:57:33 -0800

Is there a good ticket/support/bug management system that builds a queue out of incoming emails?

e.g. user sends an email to support@software.com; the management system receives the email, adds the body to a queue where I can assign it, add updates, mark as done, and do all the other normal ticket system things with.

By: c:\awesome

c:\awesome — Thu, 03 Jul 2008 14:04:25 -0800

Oh, something web-based, please, with pretty Web 2.0 colors!

By: mkb

mkb — Thu, 03 Jul 2008 14:07:40 -0800

RT can do this.

By: SirStan

SirStan — Thu, 03 Jul 2008 14:12:35 -0800

RT if your cheap. FogBugz if you have a budget. Trac if your developing software.

By: mostly_impossible

mostly_impossible — Thu, 03 Jul 2008 14:13:09 -0800

It's not web based, but RT is a great tool that has a web interface (review). It is also open source.

By: SirStan

SirStan — Thu, 03 Jul 2008 14:14:43 -0800

mostly: RT is entirely webbased. Even the perl script that tosses tickets into the system from emails uses an API exposed by the web interface.

By: cgomez

cgomez — Thu, 03 Jul 2008 14:21:43 -0800

RT is excellent. I use it daily at work for IT inquiries from faculty and it's easy to track, comment, reply and keep a history - it's especially useful if you have multiple people who need to access this queue.

By: skewedoracle

skewedoracle — Thu, 03 Jul 2008 14:23:51 -0800

We used HEAT for our customer service software when I was still in development.

By: rmd1023

rmd1023 — Thu, 03 Jul 2008 14:27:57 -0800

nthing RT.

By: c:\awesome

c:\awesome — Thu, 03 Jul 2008 14:28:35 -0800

RT looks okay, but way overboard for what I need it for.

By: SirStan

SirStan — Thu, 03 Jul 2008 14:59:46 -0800

c:\awesome, you may find telling us how the options presented wouldn't work, or what they do well/don't do well would help us discuss the matter.

A company I worked for used RT extensively at a small company that handled ~20 issues a week. It is hardly overboard, rather, it is a solid platform for providing basic email correspondence. There really isn't a whole lot simpler that still provides a web interface. Once you have the very basic level of features RT provides, you will wonder how you worked without them.

By: dorian

dorian — Thu, 03 Jul 2008 15:26:32 -0800

I've always been partial to glpi. easy to setup, lightweight, nice integration with ocs hardware inventory system if desired, responsive developers.

By: Skorgu

Skorgu — Thu, 03 Jul 2008 16:12:34 -0800

We use Fogbugz at work and although we don't use the email-to-ticket functionality we're generally pleased with it as a piece of software. It's got a pretty reasonable installation/upgrade procedure from the systems side too.

I've heard of OTRS in the same context, no experience with it though.

By: c:\awesome

c:\awesome — Thu, 03 Jul 2008 16:19:30 -0800

Lighthouse seems to do evreything I want, with nifty Web 2.0 colors! Is it lame to best answer yourself?

By: EndsOfInvention

EndsOfInvention — Thu, 03 Jul 2008 16:26:47 -0800

HelpLine does this.
(Full disclosure: My mother works for the the (small) software company that created it.)

By: SpecialK

SpecialK — Thu, 03 Jul 2008 16:55:13 -0800

RT is what we use, but we're moving to JIRA.

RT can be as easy or as complex as you want. We hate it because the query builder is slow as hell, it's built in perl/mason (which we don't support for any other part of our infrastructure) and it can kinda be overkill.

Another one that we've also used, but I don't know if it's currently maintained, is flyspray.

By: jimw

jimw — Thu, 03 Jul 2008 20:31:52 -0800

i'll throw in my usual eventum recommendation here. it's what the mysql support team uses.