Forum OpenACS Q&A: Re: Wanted: Helpdesk Package

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Posted by Steve Manning on
Hi Jade,

I'd thought of using Bug Tracker but a helpdesk issue has a slightly different slant to a bug. It can be anything from a simple user query (how do I save a file?) to a full blown bug which would be raised in the bug tracking system. Also the management reports would have a different focus, tending toward things like rate of call completion and identifying areas that require training.

We use Bugzilla at the moment although I would prefer to move to Bug Tracker if I can get the helpdesk onto OACS as we can then integrate the two systems giving an option to automatically raise a bug from a support call and track its resolution.

I've just been looking at the Ticket Tracker docs which suggest this might also be a good starting point.

- Steve