[ Date Index ] [ Thread Index ] [ <= Previous by date / thread ] [ Next by date / thread => ]
Thanks, again for all your suggestions.WRT using Debian packages - I sometimes have issues with them because of the way I've been working for the past X years - a historical artifact of the time when I maintained too many different *nix type boxes all with a common software base - with my own tools to manage them - so the Debian version of RT depends on the debian version of apache and the debian version of an MTA and the debian version of this, that and the other... So because I don't always run the debian version of an MTA, apache, *SQL, etc. installing some stuff is a PITA. I'm not (yet) doing to dedicate a VM to the running of my helpdesk, just so I can use Debian packages...
So that more or less rules out RT...As for SugarCRM, etc. I have seriously thought about it and I have a VoIP client/reseller who sells CRM solutions with my VoIP boxes attached - so that would seem like a good combination, but right now, my customer database is inside a somewhat specialised system firmly linked to my telephone billing system and running 2 customer databases isn't what I want... Although it is all MySQL, so possibly theres some sort of abstraction layer between *CRM and an external customer database - who knows - lifes too short right now to investigate.
In any case, I've started to use osTicket - it was a doddle to install, it accepts emails piped into it so tickets are generated instantly and the sender gets instant feedback, and we get a 'nag' if we don't respond to them in a timely manner. It's not perfect, but it's easy to use - which means that I'll actually use it! There are things I don't like about it already, but they're not show-stoppers. (it doesn't in-line email replies for example, but the whole 'thread' is easilly visible) It'll do for now.
Anyway, thanks again. Gordon -- The Mailing List for the Devon & Cornwall LUG http://mailman.dclug.org.uk/listinfo/list FAQ: http://www.dcglug.org.uk/listfaq