A customer service trouble ticketing (or help desk) is an information and assistance resource that helps resolve 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 set up 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 organizations to manage their email better, as well as offering powerful request management as well as an audit trail, logging and tracking users’ requests for assistance.
There is a good selection of open source help desk software available for Linux. Since we last covered this type of software, our recommendations have changed.
Here’s our verdict for each application. Only free and open source software is eligible for inclusion.
Click the links in the table below to learn all about each program.
| Customer Service Trouble Ticketing Software | |
|---|---|
| Zammad | Web based helpdesk/customer support system with bags of features |
| Request Tracker | Mature enterprise-grade issue tracking system |
| osTicket | Widely-used lightweight support ticket system |
| Roundup | Simple to use and install issue tracking system |
| OpenSupports | Simple ticketing system |
This article has been revamped in line with our recent announcement.
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