Request Tracker is an excellent product. I have installed/configured it
for a few local companies here in the Lansing area. They have since
transitioned their entire ticketing system over to it. The email
tracking features are one of the softwares best advantages.
The install can be kind of tricky with all of the perl modules, but if
you have any questions I would be more than happy to assist you.
Request Tracker is one of those projects that makes you really proud of
the OSS community. :-)
Russell J. Lahti wrote:
> You should probably take a look at Request Tracker
> It's open source, (perl - YAY!) and probably does exactly what you're
> looking for. You can setup queues that certain people, or groups of
> people are responsible for certain issues. It's a web-based ticket
> system that works great for things like support emails, trouble tickets,
> etc. It also has a very powerful search functionality that will allow
> you to find and review previous tickets that might have some relevance.
> It's all based off a web-based frontend that allows users to manage
> their workload and track what issues are currently on their plate for
> resolution. It's quite flexible, and can be customized to meet your
> Hope this helps.
> John Gorentz wrote:
>> I got several responses to this message, of basically two types. I
>> got the names of three products to look at (provided by four
>> different persons), and I also got several messages saying
>> I was getting pessimistic about this, because none of the softwares
>> looked like they would do what I wanted, even though I didn't really
>> know what I wanted. But my latest revelation is that I don't really
>> want helpdesk software; what I really want is "email response
>> management software." Googling with those words is leading me to
>> products that look more interesting.
>> I'm tossing that tidbit out in case those magic words elicit any
>> other ideas from this group.
>> John Gorentz