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A customer service trouble ticketing (or help desk) is an information and assistance resource that helps the resolution of computer related problems. Companies seeking to offer better customer service often provide help desk support via the telephone, website, and or by email. Help desks may also be established simply for internal use, to provide help to a firm's employees. The importance of the help desk cannot be overrated, and it represents a core part of a successful business.
Help desk software is crucial to the smooth operation of a help desk and customer support staff. Without high quality software, tracking help desk support issues can be extremely difficult and can result in the deterioration of customer relationships. Tracking and responding to help desk calls is quicker and more effective when using well designed help desk software. This type of software helps organisations to manage their email better, as well as offering powerful request management, and an audit trail, logging and tracking users' requests for assistance.
There is a good selection of open source help desk software available for Linux.
To provide an insight into the quality of software that is available, we have compiled a list of 6 rich and intuitive help desk applications. Hopefully, there will be something of interest for any organisation that wants to provide excellent support to its customers or employees.
Now, let's explore the 6 help desk applications at hand. For each title we have compiled its own portal page, a full description with an in-depth analysis of its features, screenshots, together with links to relevant resources and reviews.
Customer Service Trouble Ticketing Software
osTicket Widely-used lightweight support ticket system
Request Tracker Mature enterprise-grade issue tracking system
OTRS Open source Ticket Request System
Zentrack Highly flexible project management, bug tracking and help desk solution
Roundup Simple to use and install issue tracking system
eTicket PHP-based ticket system with a capable ticket manager
