A year or so ago I was looking around for a good ticketing system and came across OTRS. Looking around the ticketing system landscape, it's hard to miss OTRS. There are others, of course, like Request Tracker, but based on the numbers OTRS appears to be the leading ticketing system.
It's an impressive system with an equally impressive list of over 150 paid customers, including Nokia, Siemens, Lufthansa, Boeing, NASA Ames Research Center, Amnesty International, and Fujitsu Microelectronics America. If you believe that technology companies are good bellwethers of smart technology decisions, then OTRS has this in spades (including free use of OTRS by Intel and Sun, as well as GE and the American Stock Exchange, and 6,000 other companies).
Indeed, OTRS sports impressive usage all around:
- 55,000 installations in 24 languages
- 4,200 mailinglist subscribers
- 800 active community members
All of which was done by the community as well as 22 OTRS employees and an additional 20 freelancers. That's the power of open source.
If your company is in the market for a good open-source alternative for a service desk and IT service management system, take a look at OTRS. Please let me know what you think.
I just came across SimpleTicket, an open-source ticketing system. I haven't used it, and there are several open-source ticketing systems, but I think the idea of an open-source ticketing system, generally, is a really good one.
After all, you'd find a decent amount of crossover between the consumers and the developers of it. They're often going to be the same person.
SimpleTicket sounds cool:
SimpleTicket was developed by Architel in 2005 for internal use. We looked at Heat, Remedy and hosted solutions like Parature, but most of them were too complicated and expensive for our needs. Next we looked at lowend solutions like Intuit?s TrackIt and found it lacking in several ways. We needed a simple to use system that was flexible enough for us to add features on the fly. We decided to build it ourselves. SimpleTicket was the result....
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