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kovert
Asked: 2009-05-31 06:53:46 +0800 CST

What are some good web based trouble ticket systems?

  • 772

I'm looking for a trouble ticket system so that I can track issues for various customers. I used one before at my previous employer but it wasn't anything too great. I'm wondering which ones you would recommend and what other features that I might want to look at to make my job easier. It must posses the following.

  1. Web based
  2. Handle multiple clients (probably all support this)
  3. Asset management
web-applications

18 Answers

  1. Best Answer

    Commercial Products:

    • Atlassian Jira (which ties in nicely with Confluence (the wiki)) - Surprisingly good for commercial software.

    Open Source:

    • Edgewall Trac - (Wiki, Ticketing, and more)
    • Drupal (+plugin)
    • Best Practical RT - I've heard good things about this, but have never used it myself
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  2. I would suggest Request Tracker (RT) with the AssetTracker plugin.

    RT: http://bestpractical.com/rt/

    Plugin: http://wiki.bestpractical.com/view/AssetTracker

    • 7

  3. We use FogBugz for bug tracking, but it's expensive ($100 per developer) and depending on how you feel, the interface is so-so.

    We also use Trac for internal help desk ticketing; depending on how you feel, the interface is worse, but it's much cheaper. You have to run your own server with Python though.

    And you can also use 37Signals's HighRise, which I've heard some people have had some success turning into a helpdesk system. It'll keep track of all your correspondence and attachments. But using it will involve tweaking your notions of a help ticket system, which in some ways is a good thing.

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  4. well, I've been using a customised Mantis, and I'm very happy with it

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  5. For a hosted solution, you might want to check out zendesk.

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  6. I have been using [AdventNet ServiceDesk plus][1] for years, love it. It's a all-in-one web-based product, including ticket system, asset management, knowledge base, purchase, contract management, etc. Very easy to install on both Linux and Windows platform. Straightforward to use as well.

    They actually have various products that you may find interesting. And best, most of their products have the free version that you can use free forever. Better check it out.

    Cheers, Kent

    [1]: as a new user, I can't post an url for the product (quite dumb IMHO), but you can easily Google it.

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  7. Redmine

    Redmine is a flexible project management web application. Written using Ruby on Rails framework, it is cross-platform and cross-database.

    Redmine is open source and released under the terms of the GNU General Public License v2 (GPL).

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  8. Trellis Deskby Accord5 is open-source and freeware

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  9. We are using Lighthouse - lighthouseapp.com which is a hosted, commercial product. Rather simple to use, not overloaded with a million fields, good email integration, essentially free for open-source projects.

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  10. get a cms like joomla or drupal and add a ticket plugin, there is a bunch and most of them free so you should try at least a couple.

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