Submission + - Open Source Support Desk Software
kwandar writes: Our Company is looking at putting in a Support Desk function for customers. We have about 10 people on support lines.
We are looking at commercial solutions such as BMC, Heat, etc. but what I'd what we'd like to do is find a supported open source solution. The problem is, I've had difficulty finding one for a small/medium sized business, that includes components such as a knowledge base (very important — we don't have one presently), escalation, good reporting of issues, an ability to customize, and good APIs that will let us link with, for instance, SugarCRM, and move bugs to the developer's bug tracking software.
I can't seem to find open source products, other than internal support and ticketing systems. Can anyone please direct me to a strong contender (no ERP systems please — we don't want to go there just yet)? I'd like our support fees to go to an open source initiative.
We are looking at commercial solutions such as BMC, Heat, etc. but what I'd what we'd like to do is find a supported open source solution. The problem is, I've had difficulty finding one for a small/medium sized business, that includes components such as a knowledge base (very important — we don't have one presently), escalation, good reporting of issues, an ability to customize, and good APIs that will let us link with, for instance, SugarCRM, and move bugs to the developer's bug tracking software.
I can't seem to find open source products, other than internal support and ticketing systems. Can anyone please direct me to a strong contender (no ERP systems please — we don't want to go there just yet)? I'd like our support fees to go to an open source initiative.
