[PLUG] Open Source Help Desk software

[Paul Heinlein]

On Wed, 3 Jul 2019, Rich Shepard wrote:

> On Wed, 3 Jul 2019, Chuck Hast wrote:
>
>>  The company owner is getting tired of a help desk app that we are
>>  using in company. I am trying to find an open source solution.
>
> Chuck,
>
> Trac <https://trac.edgewall.org/>. I've not used it (other than 
> entering GRASS bug reports) but I know it has wide acceptance and 
> use.

Trac is OK. It combines a ticketing system with a wiki in a package 
that's fairly easy to administer on a Linux system. There are three 
caveats:

1. Last I looked, it doesn't have an interface for receiving inbound
    tickets via e-mail, although it can be configured to send ticket
    change out via e-mail.

2. I don't know how mobile-friendly the interface is.

3. Configuration is managed partly with database settings and partly
    with configuration files, a mishmash that can lead to confusion
    depending on how tightly you lock things down.

On the upside, it can interface with Subversion and/or Git 
repositories in some helpful ways. For instance, you can keep 
configuration files or documents in your repo and access them via 
Trac. The search facility is basic but useful.

-- 
Paul Heinlein
heinlein at madboa.com
45°38' N, 122°6' W