OsTicket

This free web-based Open Source 'ticketing' solution for help desk management supports role based access and assigning of tickets to employees across departments

Tuesday, October 06, 2009

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OsTicket is a free Web based open source support ticket system. It allows users to create tickets through Web based forms, email and of course over phone with the help of a helpdesk assistant. Administrators can set auto-response for a ticket or pre-defined responses in case of frequently asked problems.

Helpdesk employees can add internal notes to a ticket, create help topics and a knowledge base. osTicket supports role based access, alerts through email, and assigning of tickets to different employees or departments. A user doesn't need to register to create a ticket and can track its tickets from the Web interface through the ticket number.

How to use ?
Installing osTicket is simple. It requires PHP4.3 and MySQL 4.1 or later. Download the package from http:// osticket.com /downloads.php, under Package and upload the files from Upload Directory to your Web server directory. Now open a browser and open the URL where you have uploaded the files. This will launch osTickets installation. Before installation, make sure to give write access to include/settin gs.php. During installation, you will be asked to provide name for a MySQL database, which you need to create beforehand along with credentials to access MySQL. Before you start using osTicket, you need to set up email. To convert email into tickets directly, osTicket supports email piping and pop3/IMAP polling.

OsTicket can be easily customized according to your requirements.	Once a ticket has been raised, it can be seen under control panel and assigned to another employee.

Once installed, users can create new tickets just by selecting the Open Ticket option from osTicket's Web interface or sending email to the address specified during its installation. While creating the ticket, the user will be asked to provide full name, email, help topic and details of the issue faced by the user along with its priority. The user will then be sent a ticket number on the email address provided. Also, he can check back status of his ticket from the Web interface.

Coming to its admin functions, when an administrator logs in to its Web interface, he can see all open tickets. Here, he can assign tickets to other employees, change priorities, close or delete the ticket, etc. From the admin panel, the owner can also create new departments, employees, groups, etc. Here you can also add new articles/topics under 'Help Topics' and share it with the department.

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