Does anyone have any experience with ticket based support software/modules? Free or paid for.
Also would like to hear where youve experienced the best ticket based support system - which site was it on?
Do mean extensions/modules for content management systems like wordpress, joomla etc?
Well it is to be integrated into a CMS, although its none of those.
For me such things really are install and see stuff. You can sit and read about them and ask people but you really need to install it, see what it does and look if and what you need or can do to modify the code etc to fit your needs.
It can be annoying and take up a bit of time but worth it in the end
What are you looking for it to do?
I use a web hosted system at work that I log into. Providing I have the users persmission I can take over any PC in the world, regardless of port/firewall settings securely with 256bit AES.
But Im not sure that is what you are asking for...
Nah, just looking for a decent ticket based support system with knowledge base. Like what you see some ISPs and hosting companies use.
Its the only module were currently missing on an extranet were pitching for designed to support the company partner network.
By far the best system I have used is Request Tracker (http://bestpractical.com/rt/)
Its used by many ISPs, its Open Source and can easily be customised to your needs.
...oh and there is a knowledge base thing to go with it called RTFM (http://bestpractical.com/rtfm/) which actually stands for "Request Tracker Faq Manager"
Cornet
liberum helpdesk - freeware, does the job
Kana response (Pay for, megabucks - Ive set it up for many call centres, its very clunky if not done 100% right. Ive set it up for channel 4, MSN, Cisco, Tourism Ireland, Expedia, First Choice Travel)
Is extremely customisable.
A years support is about £20k. there is also a self service component.
You can check out the crappy self service system I set up at help.channel4.com. I just implemented the kana system, not responsible for the content (Or lack thereof) Creative also use the same support system. I met with them when we were implementing ours, and I have to say that 9/10 creative staff are assholes.
there are literally hundreds of pay for systems. There is a really good one that I cant remember the damn name of that I put in in my last place before I left. Ill have to ask one of the guys there
my team is using an inhouse one at the moment but a lot of others at my place are using siebel and I think were looking at moving over too it soon too
not really looked at it properly yet but it is supposed to be good