: Tool for managing support requests from end users I am looking for help desk webapp that can help a small team manage support tickets. I would like the tool to be able to convert email received

@Mendez628

I suggest OTRS www.otrs.com
It's OpenSource, it's free - but you can buy commercial support if you need it

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@Angela700

www.desk.com formerly Assitly which was acquired by SalesForce allows for 1 free account which is great. It turns emails into tickets, follows twitter and more. Another great app is Zendesk.com which recently launched a Voip service so phone calls can automatically generate tickets as well.

You can do the same with desk.com using their API and Asterisk

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@Lee4591628

Most of the webhosters i use as vendors seem to use Kayako.

For what is worth, from my side as a customer is a good ticket system, I mean it works, except for some front-end bug (IE shows JS errors, but it's because I turned on IE debugger).

It's expensive 600$, but it's a one time fee.

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@Candy875

I just set up eStreamDesk in my company.

It's e-mail based, incredibly simple, free (not opensource), integrated with Google Apps with SSO, highly customizable...

It can also work with your own domain name / e-mail.

I'm really fan of this application!

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@Jamie184

I ran an I.T. company and we used a product called Connectwise. It's generally considered the best of its kind, and it automatically opens tickets up from emails sent in by clients.

The main competitor to ConnecWise is AutoTask. It has a good user base, too, but runs only SaaS -- no local install option.

Some additional options that might be worth checking out are TigerPaw and ShockeyMonkey.

This category of software is called PSA -- professional service automation. All of the packages I suggested have avenues for billing, accounting for time, or applying the incident to a service contract of any typical type. They also will interface with some popular monitoring platforms (like Kaseya or Level Platforms) with the purpose of capturing support events in an automated manner and placing them on a service board for prioritization.

Best of luck.

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@Sarah324

Sameer's suggestion, RT, works (and it's free); in the open source space, there's also Sugar CRM.

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@Harper822

I have used request tracker that does exactly what you want. bestpractical.com/rt/
Bugzilla is another very popular tool, which is very popular with open source community and have used in enterprise setups too.
www.bugzilla.org/

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