5 Open Source Help Desk Apps To Watch

If you're having trouble with your help desk software, there are several open source options available that can help you relieve pain at no cost.

To view the CIO's five open source applications, take a look at the help desk service, the foundation for incident response and IT service delivery.

RT: Request Tracker

RT is a ticketing system that allows you to manage tasks, problems, and requests submitted by a community of users in groups. The RT platform has been in development since 1996 and is said to be in use at thousands of sites worldwide. Written in object-oriented Perl, RT manages tasks such as project management, help desk, NOC tickets, CRM, software development and other identification, prioritization, allocation, resolution and notification applications.

Help Desk Software

Technical support software (also Freehelpdesk) is a feature-rich technical support system designed from the ground up to meet the needs of technical support personnel and their users. This is a web-based system that can accept new calls from users directly to the system. You can track and search calls to improve response times. Help desk software has been updated to support PHP 5, but the pace of development has slowed since mid-2008.

OTRS

OTRS (Open Source Ticket Request System) has the ability to manage customer calls and emails. The system is designed to provide support, sales, pre-sales, billing, internal IT and helpdesk capabilities to quickly respond to incoming inquiries. OTRS is a web-based help desk and ticketing system that provides a set of features that help service organizations manage their requests more efficiently. As a framework, it is the foundation of OTRS :: ITSM, ITIL compliant IT service management solutions. Supports MySQL, MS SQL, PosgreSQL, Oracle, DB2.

Triage

Web-based help desk application written in Java using the Hibernate and ZK libraries. Triage provides notes and solutions, an interface that allows ticketing with full-text search indexing, and plugins that can generate tickets from external sources (Asterisk, OpenNMS, Nagios, email, etc.). Initial development is done on Linux using the Eclipse development environment. The idea is that when a technician enters new tickets, the app presents them with previous tickets / solutions, which may be relevant and provide a quick response. In this way, knowledge is not lost and new IT staff can easily take advantage of it.

PHP Help Desk

PHD Help Desk is an application designed to record and track incidents from the help desk. Incident records can be classified into two levels (types and subtypes): Incident Status, Description, Ticket Assignment and Priority, History Record, and Audit. You can report the information in a consultative format, create a report, or export the information in a database or spreadsheet for further processing.