Helpdesk software

Open source helpdesk software have been popping around in the last years. If you want a features-rich and mature helpdesk software, look first at RT or OTRS. Many other helpdesk software exist for smaller or defect tracking oriented needs. Just try to identify the helpdesk software you need by carefully reviewing the features. Usually the installation process of these helpdesk software is pretty straightforward, give them a try.

Leading Open Source Helpdesk software

Bugzilla

Bugzilla is a bug tracking / help desk software. It allows individual or groups of developers to keep track of outstanding bugs in their product effectively. It can easily be used as a full help desk system.

Bugzilla has matured immensely, and now boasts many advanced features. These include:

- integrated, product-based granular security schema
- inter-bug dependencies and dependency graphing
- advanced reporting capabilities
- a robust, stable RDBMS back-end
- extensive configurability
- a very well-understood and well-thought-out natural bug resolution protocol
- email, XML, console, and HTTP APIs
- available integration with automated software configuration management systems, including Perforce and CVS (through the Bugzilla email interface and checkin/checkout scripts)

RT - Request Tracker

RT is an enterprise-grade ticketing /helpdesk software which enables a group of people to intelligently and efficiently manage tasks, issues, and requests submitted by a community of users. It is widelyt used used as an helpdesk system.

RT manages key tasks such as the identification, prioritization, assignment, resolution and notification required by enterprise-critical applications including project management, help desk, NOC ticketing, CRM and software development.

RT is used by Fortune 100 companies, government agencies, educational institutions, and development organizations worldwide.

OTRS - Open source Ticket Request System

OTRS is an Open source Ticket Request System (also well known as trouble ticket system) with many features to manage customer telephone calls and e-mails. The system is built to allow your support, sales, pre-sales, billing, internal IT, helpdesk, etc. department to react quickly to inbound inquiries.

Other Open Source Helpdesk software

Mantis

Mantis is a very easy to use bug tracker system. With a very neat interface, Mantis is very usable, and can be installed in a minute on a classical (L)AMP stack.

BugTracker.NET

BugTracker.NET is a free, open-source, web-based bug tracker or customer support issue tracker written using ASP.NET, C#, and Microsoft SQL Server (or its free cousin, SQL Server Express). It is in daily use by thousands of development and customer support teams around the world.

BugTracker.NET is easy to install and learn how to use. When you first install it, it is very simple and you can start using it right away. Later, you can change its configuration to handle your needs if they are more complex.

Double Choco Latte

Double Choco Latte is a GNU Enterprise package that provides basic project management capabilities, time tracking on tasks, call tracking, email notifications, online documents, statistical reports, a report engine, and more features are either working or being developed/planned. It can be displayed inside of a phpGroupWare installation or be used stand-alone. It is licensed under the GPL (GNU Public License.

eTicket

eTicket is a PHP-based electronic support ticket system that can receive tickets via email (pop3/pipe) or a web form. It also offers a ticket manager with many features.

Eventum

Eventum is a user-friendly and flexible issue tracking system that can be used by a support department to track incoming technical support requests, or by a software development team to quickly organize tasks and bugs.
The source code is available through the GPL license.

Help Desk Reloaded

Open Source Help Desk software written i PHP.

Helpdesk Issue Manager

A tailored web-based ICT helpdesk system, with in-built knowledge base capabilities, CMDB functionality and statistical reporting. Fully configurable through the web interface.

Liberum Help Desk

Liberum Help Desk is the complete help desk solution for small to medium sized businesses and organizations. This software provides a simple, easy to use web interface for managing and tracking technical support problems.

Liberum Help Desk is open sourced under the GPL license and free for use. The help desk software is written in HTML and ASP and is easily modified and customized. All that is required to run Liberum Help Desk is Windows Server 2000/XP or later running IIS.

OS Ticket

osTicket is a widely-used open source support ticket system. It seamlessly integrates inquiries created via email and web-based forms into a simple easy to use multi-user web interface. Easily manage, organize and archive all your support requests and responses in one place while providing your clients with accountability and responsiveness they deserve.
osTicket is an attractive alternative to higher-cost and complex customer support systems; simple, lightweight, reliable, open source, and easy to setup and use. The best part is, it's completely free.

Sinergia

Sinergia is a web based framework for developing help desk management solutions in .NET 3.0