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.
To provide an insight into the quality of software that is available, we have compiled an updated list of 6 rich and intuitive help desk applications. Hopefully, there will be something of interest for any organization that wants to provide excellent support to its customers or employees.
Here’s our rating of each application.
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.
|Customer Service Trouble Ticketing Software|
|Zammad||Web based helpdesk/customer support system with bags of features|
|Request Tracker||Mature enterprise-grade issue tracking system|
|OTRS||Open source Ticket Request System|
|osTicket||Widely-used lightweight support ticket system|
|Roundup||Simple to use and install issue tracking system|
|OpenSupports||Simple ticketing system|
HESK is worthy of a mention. While it’s a no-charge download, it’s not open source software.
Read our complete collection of recommended free and open source software. The collection covers all categories of software.
The software collection forms part of our series of informative articles for Linux enthusiasts. There's tons of in-depth reviews, open source alternatives to proprietary software from large corporations like Google, Microsoft, Apple, Adobe, IBM, Cisco, Oracle and Autodesk. There are also fun things to try, hardware, free programming books and tutorials, and much more.