this post was submitted on 09 Nov 2023
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Ticketing system alternative to osTicket (alien.top)
submitted 1 year ago by [email protected] to c/[email protected]
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I am looking for an alternative to osTicket, which I currently use, and am hoping to call on the community's wisdom to steer me in the right direction. Please do share your recommendations and experiences. I was looking at Zammad quite seriously, but they do not have a system for collaborators that would work for me, and are resistant to the idea (rep kept refering to it as 'the collaborator mess', and ballpark pricing for developing an add-in seemed to be intended to make me go away).

A couple of requirements:

  • Some of my clients rely heavily on the 'collaborators' functionality on osTicket. I would require the ability to have multiple users on a ticket.
  • Some of my clients have office managers or IT departments/staff that would need 'manager level' access to see and respond to all of the tickets for thier company only.
  • I would like a polished, client facing portal for user ticket submission and for users/managers to track tocket progress.
  • Most of our tickets are currently submitted via email, so the ability to do so is a requirement, though I would prefer to move to a portal-type submission system, so tha ability to do that is required as well.
  • I am hoping to find a white label solution.
  • I am hoping to find an open source solution.
  • I am hoping to find a solution that has a process for feature requests, and if possible, some system for funding particular feature development for things that I might need later.
  • I am hoping to find something that is pretty to look at, since that seems to impress clients at least as much as function.
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[โ€“] [email protected] 2 points 1 year ago (1 children)

https://bestpractical.com/request-tracker

RT can do all this an more. It's written in modular perl so it's super easy to customize if you need to add to it. 5.0 is out and i've not messed with it, but it's a major development it looks like. https://www.youtube.com/watch?v=bnEho2AemX0

I've deployed RT and paid them for support before, it's amazing what 10k a year gets you for support an custom work. Great company.

[โ€“] [email protected] 1 points 1 year ago

I am digging into RT. It looks very promising. Thank you!