Can Anyone Suggest a Good Open Source Email Ticketing System?

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January 10th, 2008

We’re getting overwhelmed by support requests from our latest project and are looking for an open source customer support solution, does anyone have any suggestions? The main functionality required is to be able to divert emails sent to a support address to a ticketing system.

We also need the following:

  1. Allow emails from more than one account to be diverted to the system and converted into tickets which can be assigned to team members according to language.
  2. Have predefined responses stored in a database which can easily be included as a basis for an email
  3. Allow specific emails from specific accounts to be automatically assigned to individuals
  4. Have various levels of importance for support requests
  5. Should allow the creation of different groups with various role capabilities

If you have any suggestions or experience to share please let me know in the comments.

Update: we’re using eSupport ;-)

9 comments on “Can Anyone Suggest a Good Open Source Email Ticketing System?”

  1. 01

    Hi,
    Don’t know if you’ve solved this, but I really like the assembla.com workspaces. Not sure about the email part, but they have a REST API that allows you to create tickets - you could quickly knock up something that turns the email into a REST request… :) check out http://www.assembla.com/wiki/show/breakoutdocs/Ticket_REST_API

    cheers,
    bredo

    Andrew Bredon at January 23rd, 2008 around 3:39 pm
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  2. 02

    I haven’t used this myself but I know the folks who built it and it looks like a pretty mature ticketing system. They use it to run one of their businesses.
    http://www.simpleticket.net/

    Dave Livingston at April 17th, 2008 around 7:18 am
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  3. 03

    Aren’t you suppose to be in tech? Why not just write one? Pretty simple stuff.

    Tom at April 17th, 2008 around 12:08 pm
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  4. 04

    @Dave - thanks man, will check it out ;-)

    @Bredo and Tom - number one rule of a startup is not to build anything you don’t have to, or which is not critical to your business…. so hosted solutions are always (IMHO) better options than “DIY” options… time is money.

    Gareth at April 17th, 2008 around 12:16 pm
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  5. 05

    Fair enough point.

    Tom at April 22nd, 2008 around 3:40 pm
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  6. 06

    Hm
    Yes todo little as possible I god but why mail?
    Fix a support forum with contact form.

    christian jonasson at May 4th, 2008 around 12:28 am
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  7. 07

    eSupport huh?
    Kayako? Not sure about the open source part there.

    :0) might have been worth checking out Trellis Desk.

    www.accord5.com

    Dominique at November 18th, 2008 around 11:37 am
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  8. 08

    We’ve been using OTRS . Open source .

    Also USERVOICE -is worth looking at for user feedback. Based in SF but Scott Rutherford is a Brit and CTO and a thoroughly good chap!

    Andrew J Scott at November 4th, 2009 around 7:27 pm
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  9. 09

    Ta ;-) And yea, UserVoice is cool! ;-)

    Gareth at November 5th, 2009 around 7:11 pm
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