Although a simple contact form suffices for most contact requests, I rather have an online system in place separate from my email box. Functional expectations:
- need for: ticket system with a attachments, follow ups, custom fields
- no need for: knowledge base, FAQ
To be able to select the best one I’ve done some research on the alternatives (as I always do ):
- osticket.com ; market leader. osTicket is a widely-used open source support ticket system. It seamlessly integrates inquiries created via email and web-based forms into a simple easy to use multi-user web interface. Easily manage, organize and archive all your support requests and responses in one place while providing your clients with accountability and responsiveness they deserve. osTicket is an attractive alternative to higher-cost and complex customer support systems; simple, lightweight, reliable, open source, and easy to setup and use. The best part is, it’s completely free.
- eticket.com ; started out as a fork of osticket. Last version October 2008, project no longer maintained
- OTRS ; very clean interface
WATS really has all the features I was looking for, but … it messes up both my blog as well as user management. After experimenting with all the demo accounts of the other solutions, and reading this comparison article, I’ve decided to use Hesk.
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