[olug] Helpdesk Software

[Joel B]

Good afternoon Craig!

I'm a fan of MantisBT mantisbt.org and have been using it for 
helpdesk/project tracking for about 10 years.  We demo'ed Hesk  a couple 
of times before going with Mantis. I don't recall specifics, but do 
remember Hesk seemed it would be functionally OK, we just weren't ready 
for a true ticketing system at the time (culture at small org) and when 
we were ready we liked Mantis better.

Pros:  FOSS/LAMP, option for AD/LDAP auth, expandable with Plugins, 
supports email-based ticket creation (with plugin, I think), supports 
storing/uploading attachments to tickets (can be stored in a directory 
structure or in the database), Lots of configuration options (ticket 
severity, ticket status/workflow, required fields, custom fields) - 
we've done minimal tweaking, but did remove some ticket status levels so 
it worked better for us & we changed the favicon/branding. Tags are good 
too, if you are disciplined enough to add them to tickets (you can 
search based on tags). Search & filtering of tickets works well - you 
can customize what you personally see in the queue of tickets (hiding 
closed tickets, etc.)

Cons: It seems more than 1 person can not be assigned to a ticket (can 
have "monitor") but only 1 owner/closer. If stats are important for your 
group, you could have situations where 1 person does 90% of the work in 
a ticket, but the person that closes it gets all the credit. This isn't 
an issue for my usage, but see how it could be a problem for other 
places (a work around could be child/parent tickets).  Email import 
sometimes mangles text/adds extra spaces.

-Joel

On 1/24/2024 2:07 PM, Craig Wolf wrote:
> Afternoon everyone!!  Not sure if our list is still live but I am looking
> for input...
> I am looking for what people are using for helpdesk ticketing systems.
>
> What do you like/don't like about what you are using or have used??
>
> Craig Wolf
> (402)990-3010
>
> Strengths: Activator, Relator, Adaptability, Learner, Achiever
> Take a moment to Make a moment! - Shekeela/VZW
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