Advertisement
If you have a new account but are having problems posting or verifying your account, please email us on hello@boards.ie for help. Thanks :)
Hello all! Please ensure that you are posting a new thread or question in the appropriate forum. The Feedback forum is overwhelmed with questions that are having to be moved elsewhere. If you need help to verify your account contact hello@boards.ie
Hi there,
There is an issue with role permissions that is being worked on at the moment.
If you are having trouble with access or permissions on regional forums please post here to get access: https://www.boards.ie/discussion/2058365403/you-do-not-have-permission-for-that#latest

Ideas for an online Helpdesk & Knowledgebase Open Source Tool for Customers?

  • 24-09-2009 2:10pm
    #1
    thekooman
    Registered Users, Registered Users 2 Posts: 1,221 ✭✭✭


    Hi all,
    would anyone have an recommendations for this? SugarCRM could be an option but it might be a little light. it would be for an SMB Software development company to track customer and knowledge issues and these issues could be looked at by development as well.

    any ideas / pointers would be great.


Comments

  • #2
    thebman
    Closed Accounts Posts: 10,012 ✭✭✭✭thebman


    BTW this is basically a brain dump as I wasn't clear on exactly what you wanted the software for. Is it for sales leads, project management or helpdesk etc... or an all in one solution. Bound to be something below that will suit your needs though.

    http://dotproject.net

    It is modular so can add new functionality but some of them can be buggy. Last company I worked for with 1,000+ clients and 200+ staff used it. It kind of ended up being a one size fits all solution though with everything going through it and items that were actually projects being assigned to people instead of getting their own projects. That is really improper classification though by person logging item and not the fault of the software.

    It is suitable for tech support (opening issues/assigning/closing/searching) and project management.

    There were some problems (not from a support or knowledgebase perspective but for planning projects could be tedious) with the software but overall it was a good piece of software. We were running an older version. Not suitable for tracking sales leads etc...

    Worth a look.

    Alternative to Ms Project for planning projects is open workbench:
    http://www.openworkbench.org/index.php?option=com_content&task=view&id=32&Itemid=42

    And for bug tracking on software projects, bugzilla. http://www.bugzilla.org/

    If none of that suits, I'd look at http://www.joomla.org/ as there are loads of additional modules for that and some would certainly suit what your looking for. For instance, Joomla has 8 different options for helpdesk plugins alone so bound to be something that suits what your looking for.
    http://extensions.joomla.org/extensions/clients/help-desk

    Another CRM solution is Open CRM:
    http://sourceforge.net/projects/openrcm/

    and there is hosting here in case you don't want to host yourself or want to try the demo:
    http://opencrm.co.uk/


  • #3
    thekooman
    Registered Users, Registered Users 2 Posts: 1,221 ✭✭✭thekooman


    cheers thebman for all the ideas.... has got me thinking. will have to discuss with support and sales to see what is really wanted.

    another helpdesk/support tool which looks good is Kayako. blacknight use it for their support.

    we use Bugzilla internally for bugs but it could be used as a support tool if needed but the knowledge base / FAQ section would be brilliant.


Advertisement