Recommend a ticket system

Question

Technical support

There is a task to improve the interaction of customers of the online store with the support service. There was an idea to use a ticket system that collects letters from clients from the e-mail support and enters it into a web interface. At the same time, I would like to leave the web interface only for operators, but not for clients - the web interface of the ticket system can confuse and scare customers.

What I want to achieve:
1) centralized management of customer requests
2) a clear status of each open ticket (not just shortcuts in Gmail)
3) the ability to work with several support operators, with a visible distinction that each of them answered the client (Gmail is not very convenient for this reason)
4) work as SaaS - i.e. do not require installation and finishing
5) you can pay - at the level of the cost of one lunch in a Moscow restaurant per month :)

Answer 1

>customers web interface of the ticket system can confuse and scare away.
Here you can argue, many clients want a web interface, with the ability to view the history of applications and the status of open ones ...
ZendDesk, Kayako ... more expensive than the declared cost, but it's worth it.

Answer 2

Redmine (or its branch ChiliProject).

Answer 3

You might like www.desk.com/

Answer 4

A very useful link to this topic is http://en.wikipedia.org/wiki/Comparison_of_issue_tracking_systems where you can see features, requirements, description, links, and more.

Answer 5

I use and recommend helpdesk.boas.ru/#main00
There is a free and paid option.
Works just on the principle of SaaS

Answer 6

ServiceDesk Plus
accepts requests from the mail, you can reply to the sender from the web interface, the return letter will fall into the system there.

Answer 7

Um ... in some edition of Bitrix there is technical support. Just as an option - I know what I saw.