Installed and configured a helpdesk ticketing system yesterday. I chose to use the free / open source application called osTicket.
Seem to be quite neat and tidy and simple to use.
Created my own logo using The GIMP (GNU Image Manipulation Package). Copied the file(s) to the relevent folder, modified the image tags in the header.inc.php files for client facing and staff facing pages and now my logo appears on the site. Nice!
I’m going to trial it out for a while and see how I get on.
osTicket has the following features (not an exhaustive list btw!):
- Tickets can be created by both clients (without the need to register) and by staff (aka me!).
- I should be able to create a knowledge base of solutions for common problems.
- Automated and customizable email templates for repling straight from the ticket system.
- Tracking of interactions with clients and work completed.