If some of you have experience with this application share it with us.

• Advanced ticket tracking and prioritization with Web and Windows based consoles
• Active Directory synchronization and single sign-on
• Asset management control tied directly to ticket information
• Remote support of desktops and laptops on the LAN or across the internet
• Web based password self-service capabilities

I could not find pricing on their website!

actually there is a button for pricing and DEMO. but when you click on them it lead you to a web form which you have to fill up, and most likely an agent will contact you to try to sell you the software. I believe all these information should be available on the website so people don’t have to go through those hassles.

Features

• Full Customization – it let you customize layouts without code knowledge
• Knowledge Base – write instructions and solutions for users
• Issue Escalation – escalate tickets when assigned technician does not resolve the issue on time
• End User Self-Service – let users keep track of their issues, and navigate through knowledgebase to fix their own problems.

here are some screenshots I found on the web of this software:

Pros

an iphone app!! but where is the android app????

windows client and web based software

Cons

their website seems to be not user friendly at all, which lead me to believe their software might be the same, but I might be wrong.

please if you have experience with this software leave your review below.

Prices

the SupportSuite package includes all the features Kayako offers in all their solutions. those features are:

1. Ticket Support System
2. Email Management
3. Desktop Ticket Alerts
4. Live Chat System
5. Real-time Visitor Monitoring
6. Staff and support-agent desktop application
7. Knowledgebase management
8. Create guided troubleshooters
9. Downloads publishing
10. Task management
11. Contact management
12. Calendar management

if your don’t need all these features they offer another two custom packages which don’t include some of these features listed above.

Screenshots

End-user Portal

Agent control panel

administration control panel

overall Kayako seems to be a good help desk software for any small or large company looking to implement a very sound help desk system. according to their licensing structure I think it is no brainer to get a owned license and do a self hosting of the software, by doing this you also get access to the source code which mean you can customize the software to meet your needs, and company theme.

Pros

• reasonable priced
• a lots of features

Cons

• home website very slow to load which lead me to believe their hosting services might be slow too.

the small business license supports 5 tech staff, and the enterprise is unlimited. some features included on the enterprise license are live chat, and AD integration. licenses price listed about are one time fee, and give you support and upgrades for 6 months.

Screenshots

Customer portal interface

Staff Interface

Administration Portal

I think PerlDesk is a clean looking help desk software that anybody can fall in love with.

Plugins

Deskpro comes with a few plugins to help you add some good features to your help desk system. Live Chat let you chat one to one with supporting customers using the browser. Manual Creator allows tech staff to create manuals and tutorial guides to customers. Feedback allow to take comments and suggestions from end customers.

Price

Screenshots

Admin Interface

Tech Interface

Customer Inteface

DeskPro seems to be nice looking help desk ticketing system with all the components required to implement a good help desk system.

• three options for end users to submit tickets, email, portal interface, and web form – really only two – web form and portal are almost identical
• knowledge center for users to find solutions to their frequent problems
• asset management – this is critical in a help desk software, knowing to much equipment and where they are is important when doing budgeting and equipment purchases.
• rules and escalation – another goodie. it is important to automate and escalate help desk requests.

Cynergy give you the option to install the software on your own server, or they will host it for you. the hosting prices are:

these prices are for hosting only – you pay separately for the software

Screenshots

ticket module – picture taken from cynergy website

the info tab

the software looks good and it has the essentials for a good help desk system. it looks a little bit pricey for me though. what do you think?

OTRS has lot of features, some of the are:

• Agent web interface for viewing and working on all customer requests
• Customer web interface for viewing and sending infos to the agents
• Multi language support (Brazilian Portuguese, Bulgarian, Czech, Chinese, Dutch, Danish, English, Estonian, Finnish, French, German, Greek, Hungarian, Italian, Norwegian, Polish, Portuguese, Russian, Slovak, Spanish, Turkish and Vietnam)
• customize the output templates (dtl) release independently
• dispatching of incoming email via email addess or x-header
• autoresponders for customers by incoming emails (per queue)
• auto convert of incoming html only emails to text/plain (to get it easier searchable)
• email-notification to the agent by new tickets, follow ups or lock timeouts
• custom queue view and queue view of all requests
• Ticket locking
• Ticket replies (standard responses)
• Ticket autoresponders per queue
• Ticket history, evolution of ticket status and actions taken on ticket
• abaility to add notes (with different note types) to a ticket
• Ticket zoom feature
• Tickets can be bounced or forwarded to other email addresses
• Ticket can be moved to a different queue (this is helpful if emails are for a specific subject)
• Ticket priority
• Ticket time accounting
• Ticket print view (PDF)
• Ticket pending feature
• Ticket responsible feature
• Ticket bulk feature
• Ticket hook divider
• Ticket event module layer
• Generic agent to do automatically actions on tickets (based on scheduled jobs)
• content fulltext search
• Ticket ACL support
• Ticket workflow feature

to see all features visit the developer site at the end of the article

watch OTRS  new 2.4 features on the video below:

some screenshots:

compose a reply:

Ticket history:

Costumer login page:

Customer add a new ticket:

as you can see, this application is loaded with good features and many other things that make help desk life easier.

• Web form, email, and phone call submission – phone support calls need to be added manually from staff
• auto response – as soon as users submit a request they will receive an auto response with a ticket tracking number and links to where check the status of the work order and to submit additional information
• auto answer emails – answer frequently asked questions
• Internal notes for easy communication between staff
• Alert and notices – staff and users are kept up to date of all the changes by emailing updates
• keep history of all the tickets submitted – go back and time and find tickets already closed

as you can see OSticket has a lot to offer, one of the things I noticed when I installed OSticket is that the code is very clean. is very easy to add new fields or remove things you don’t need.

screenshots:

submit new ticket:

Check status of a ticket – this is where customers enter their ticket number to check status

Ticket history:

Open ticket:

OSticket is a beautiful support script, very simple, but very well designed. if you have a small group of users to support, you should definitely look into OSticket.

• Active Directory integration – your users and technicians can use the same username and password they use to login to their windows computers
• Easy to use interface – no more frustrations from users and technicians finding things within the application, slick ticket puts everything in an easy to find spot
• fully customizable – if you don’t like the default appearance of slick ticket then you can design your own theme with an easy to create theme maker, or if you find a theme on the internet you can import it to your software package using the theme importer feature
• slick – ticket is all web based – no installations, just point your browser to the server
• create a help section for your users – no unnecessary calls from your users about little things, they can do it themselves by searching the help section.
• email notifications – no help desk call goes unnoticed

screenshots:

Settings and appearance changer

Ticket assignment module

User profile window

The help section for easy info sharing

this open source help desk app looks pretty cool, and as you know is totally free licensed under the GNU license. check it out.

features:

screenshots:

search results:

Create a new issue:

custom fields:

Email notification:

Jtrac is an open source software and can be used and distributed freely.