Aug 11 2017

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Help Desk Software

Welcome to the home of an open source trouble ticket system . Use this CGI script on your web site for everything from bug tracking and customer support to project management and to-do lists. Creating a trouble ticket is now as easy as submitting a web form. The help desk software will care about assigning unique number to each service request and saving it to the database. Truly scalable solution: start with a plain text database, upgrade to the industry-strength MySQL or Microsoft SQL Server engine as your needs grow.

Say good-bye to mailto links and mail forms.

The “thank you for your interest” message is not enough today. Assure your customers that you have an established workflow and no question will go into a black hole. The Trouble Ticket Express software will automatically produce easy to follow instructions how to submit follow-up messages and monitor ticket progress. Then it will broadcast e-mail notifications to all service operators announcing new customer inquiry.

Note: The Trouble Ticket Express is downloadable software. To use it you must install the package on your web server. If you do not want installing software on your server or your hosting provider does not allow installing 3rd party programs, you may consider using Smart Answer – our cloud based customer service software . Smart Answer features trouble tickets, live help and embedded customer database. The system is deployed on a distributed failover cluster. Instant help desk activation with free trail.

Getting loads of inquiries? Need to answer them with a team of agents?
This is what the problem tracking software deals with. Have you ever happened to be writing an e-mail reply to a customer inquiry and when you have hit “send”, another member of your team has already dealt with the problem? It happens because conventional e-mail software does not support “group” mode. The Trouble Ticket Express solves the problem, as it requires claiming an ownership over a ticket, before ever starting to write an answer and ensures that no ticket belongs to more than one operator at once. It is like having shared mailbox with an advanced access control. Each e-mail message (or service ticket) has new attributes showing who is responsible and what is the current state.

Which help desk software package is right for you?

The help desk software comparison section provides side by side evaluation of 3 popular customer service packages.

Seeing is believing

Watch the trouble ticket system in action on our demo site.

Download the Operator Manual .

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Current version: 3.01 version log

  • Web based. Work from anywhere, whether you are at your desk, on the road, or working from home, our trouble ticket software has the tools you need to access your customer service database. All of Trouble Ticket Express features can be accessed though a web browser on virtually any operating system.
  • Correspondence tracking. Every trouble ticket is displayed as a sequence of messages. The status attribute shows whether the ticket is new, open, resolved or waiting for more input from the requestor.

  • Email alerts on every new and follow-up message.

  • Custom fields. Add virtually unlimited number of custom fields to your mail forms .

  • Customizable ticket browser layout. Choose what information (including values of custom fields) you want to see while browsing ticket list. (requires purchase of Layout Designer Module ) .

  • Ticket monitoring. Customers and operators are always able to see ticket status and ticket owner info.

  • Unlimited operators. Create as many operator logins as your business needs.

  • Group Mode. Allows assigning an operator to one or more groups and smart ticket routing based on the ticket’s group attribute. (requires purchase of Groups Module ) .

  • Inventory Tracking. Allows defining a list of items such as servers, workstations, projects, premises, cars – anything you need to develop or provide a service for. (requires purchase of Inventory Tracking Module ) .

  • Highly customizable.Template driven software for easy customization to match your web site appearance.

  • Multiple inquiry forms. Define as many customer service forms templates as you need.

  • Optional MySQL database.(requires purchase of add-on module ). Allows using MySQL database to store trouble tickets. A specialized MySQL hosting server might be an advantage to have.

  • Optional SQL Server database.(requires purchase of add-on module ). Allows using Microsoft SQL Server database to store trouble tickets.

  • File attachments.(requires purchase of add-on module ). Each message may include up to 3 file attachments.

  • Answer Library.(requires purchase of add-on module ). Allows organizing answers and quick access to common questions & answers.

  • Email based submission.(requires purchase of add-on module ). Allows submitting new tickets and follow-up messages via email. Both customers and operators may use email. See What is an email piping? article for a description of a server feature, what is required for the module to operate properly.

  • POP3 account polling.(requires purchase of pop2pipe script). The script emulates email piping: it polls an external POP3 account, retrieves email messages, executes an email-processing program and feeds the message text to the program’s standard input. The script is not a substitute for the Mail Module! It emulates email piping feature the Mail Module needs to operate.

  • Easy translations Trouble Ticket Express may translate user interface elements (messages, labels, list values) on the fly using loadable dictionary (CSV file).

  • Access code (a.k.a. captcha) to prevent ticket submissions by spambots

  • Hidden messages to enable internal communications and actions logging.

  • Markup tags to enhance messages using bold, italic, underline, code text attributes as well as images and hyperlinks.

  • Usage reporting to monitor help desk workload and operator efficiency.

  • Data export with optional Export module to build custom reports using your favorite spreadsheet or analytical program.

  • Easy data backup and restore with optional Backup/Restore module . The module may be used also for hassle free server migrations and cross grades (e.g. from SQL Server Edition to MySQL Edition or Standard Edition)

  • Source code available. The software is written in Perl, only standard libraries used.

  • Turnkey setup service is available from Eastwright Corp. 8 business hours turnaround time. Low prices. Optional customized forms design and programming services.

    Need more features?

    Contact us for custom programming quote, or try our remotely hosted solution featuring an advanced web based help desk software


    • Hosting account with CGI scripting enabled. Both Unix and Windows NT servers are fully supported.
  • Access to sendmail or smtp relay.

    Are you sure the Trouble Ticket Express email messages reach your customers? Are you sure your server is not blacklisted? Do not wait for your customers to tell you the truth, by the time the problem becomes patently obvious, it may be too late to remedy it. Get notified and act instantly the same day. Free trial available.

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