Top 10 Trouble Ticket Software

We have already done with the top 10 Java trouble ticket software. With the increasing demand for efficient customer support we return with list of top 10 trouble ticket system, a.k.a issue tracking systems. The programs allows efficient processing of customer inquires. These inquiries are referred as tickets that contains one or more messages arranged in chronological order. These message are somewhat equivalent of email letter with its author and date attribute, some text and file attachments. The trouble ticket software assists in tracking of ticket status, such as updating whether it is new or solved, what department the ticket is assigned to, or which operator owns the ticket.  Let’s delve into the top 10 trouble ticket software.

1. Issuenet

One of the most feature-packed trouble ticket software that integrates issue management software, bug and defect tracking, help desk and ticket tracking, and IT change management and auditing all in one platform. It is used to track and manage issues with or across different units. Issuenet offers four product solutions - Intercept, Assist, Oversight, and Asterisk. Each of these contains the base toolset of IssueNet, but these can be customized for the specific business needs of the identified solution. Their functions are

Intercept: It is a software bug and defect tacking solution

Assist: It provides the set of object classes and workflows for an external or internal Help desk system.

Oversight: It includes the set of object classes and workflows for external as internal Help desk system.

Asterisk:  It is a customizable solution that could be utilized by a variety of organization.

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2. Mojo Helpdesk

This is a web-based ticket tracking/help-desk solution that allows organization to centralize, assign and track users requests. Mojo Helpdesk has been designed to track customer satisfaction by computing a number based on customer ratings called the Mojo number. It handles the automatic routing of tickets and notifies the end users of updates and solutions. The system is available as an online service SAAS. Key features in Mojo includes

• Web-based interface
• E-mail updates including case notes and solutions
• Automatic case routing base on ticket category
• API integration with SOAP and XML
• Help desk activity reporting
• It is written in Ruby on Rails and Ajax
• The backend is Linux, Mysql and Apache

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3. itracker

This is true open source Java based issue/bug tracking system designed to support multiple projects with independent user base. itracker offers a simple and easy to user interface. It is easy to integrate, fast, modular and scalable solution for all types of projects. The trouble ticket system is supports features such as detailed histories, full i18n support, multiple versions and project components, issue searching, file attachments, pluggable authentication, a built-in scheduler, dynamic reports with charts, configurable field values, customizable project level fields, and email notifications.

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4.  Google Code

It is actually a Google site for developers tools, APIs and technical resources. The site provides documentation for using Google developers tools and APIs that includes discussion groups and blogs for developers using Google’s developer products. APIs offer almost all of the Google’s popular consumer products like Google Maps, YouTube, Google Apps and even Google Wave. The site also feature a variety of developer products and tools built specifically for developers.

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5. Gemini

It’s a free open source commercial project-based trouble ticket system looking to provide effective communication and collaboration. Featuring a web-based user interface Gemini integrates several add-ons such as TechSmith Snagit, e-mail, Web services, Outlook, Visual Studio, MSN Messenger, error manager etc. Gemini offers full independence for customization that includes adding custom fields, tweak the fields for users, as well as add issue types, priorities, status values. It supports dynamic documentation with MS Excel, PDF and CSV. Free Gemini license is available for more that 5 users.  For emails you can automatically fetch them from the POP3 mailbox and create issues in Gemini.

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6. JIRA

This trouble ticket software has been designed to prioritize, assign, track reports and audit the issues from software bugs to help-desk tickets. More than just an issue tracker JIRA lets the user create various  schemes for workflows, notification and screens. The user can configure different issue types (Defects, stories, sub-tasks) and fields (Priority, Severity, blocking issues, releases and so on).  JIRA allows customizable defect tracking for large and small teams. It allows tracking, allocating and reporting on project tasks with real-time statistics. For more, there are loads plugins that can be used for deployment.

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7. Eventum

Developed by MySQL AB Technical Support team, Eventum is an user-friendly and flexible issue tracking system. It is designed for support department to track incoming technical support requests or the software development team to organize tasks and bugs quickly. For more information you can refer to our review on Eventum.

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8. Request Tracker

This trouble ticket system can coordinate tasks and manage requests among a community of users. Built in Pearl, Request Tracker(RT) is hosted on an Apache web server with data stored in MySQL. RT offers a web based interface for named users, however it also allows the guest users to login. The web interface can be customized by adding custom content types to the basic content type of ticket. Further, custom fields can be added to these content types and the original content type. The email system includes autoresponse, attachment, or customer email. The system is integrated with Best Practical’s knowledge base application. The RT interface can be extended using plugins written in Perl.

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9. Support Calls

It is a helpdesk system entirely integrated within your Microsoft Office Outlook that turns a simple email client to a full fledged service provider. Basically it an add on solution for Microsoft Office Outlook  designed to assist the helpdesk team in the process of handling the support request from the end-users send via email, phone calls or web. AJAX enabled ASP.NET sites can be used by end-users to submit, escalate, withdraw, reopen or check status cases online. It includes a self-service web knowledge base.

The key features of Support Calls include

• Monitoring and automatic processing of incoming email
• Automatic notifications of Email and SMS to helpdesk events
• Asset tracking and management
• Integrated statistics - reporting, charting, and data analysis
• Integrated knowledge base in Outlook
• Readily export cases to external database - Access, MS SQL, MySQL, Oracle etc.

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10. Roundup

It is an open-source issue or bug tracking system features a command-line, web and e-mail interface. It is written in Python and is highly customizable. Roundup features an intuitive web interface for viewing, editing and searching issues. It has been designed for bug tracking and TODO list management. Mail gateway allows creation and changing of issues. It features an authorization system based on oles of users, classes and objects. Roundup provides a nosy list for issue specific email notification and conversation. For manipulation of objects, backup and restore functions it offers an interactive shell.

It has a customer help desk support that features a wizard for the phone answers, linking to networks, system and development issue trackers. In addition, it features a sales lead tracking, conference paper submission and double-blind refree management.

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