Request Tracker Help Desk software

Request Tracker home screenBased on ITIL, the Service Desk is a vital hub and anchorman of contact for customers. Because of high certification costs for commercial ticketing software, however, Service Desk staff people sometimes need to do without a supporting software packet. A number of them get creative and develop their very own methods for constructing the demands. Others only use the job list feature of Outlook to arrange the demands. The disadvantages of those custom solutions are lots of for instance, there's not a way to determine time spent with every support situation. However, the greatest problem is the possible lack of an application mechanism that makes sure the defined guidelines.

Request Tracker is Open source that props up organization from the Service Desk. It's designed in Perl therefore it operates on various platforms. For individuals who can’t or shouldn't install the program internally there's even the option to cover a hosting service. Once installed you are able to adjust and configure the program using a web interface.

Request Tracker offers all you need to build an ITIL compliant Service Desk. You could get demands by email or using a web interface. While using web interface, searching for, prioritize, assign, escalate, and shut the tickets. You may also define different queues for e.g. Problem and Incident Management.

The logon/desltop appears like this:

Here you discover an introduction to your open tickets as well as unassigned tickets. There's additionally a form to submit a brand new support situation.

Another essential page may be the “Ticket metadata” page. This site shows a brief history of the support ticket like the initial problem description and a listing from the steps come to solve the issue. The page also shows blocks of metadata concerning the ticket, such as the ticket’s status, the involved people, the timeline, and a listing of links associated with check in. This is a picture of the ticket:

Request Track er also provides some confirming functions. For instance, you are able to display the entire amounts of tickets produced or resolved and type tickets by ticket proprietors. I miss a minumum of one option here, though: It might be useful for calculating helpdesk costs if how long spent for solving a ticket might be monitored.

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