Support software?

Question

Technical support

You need a system that is an alternative to freshdesk, but at the same time installed locally.
The search reveals that all "cool" support systems are exclusively cloud-based, and those that are installed locally are rather primitive and offhand "terrible".
The main things you need:
1. Creation of requests to support via email
2. Reply to those requesting email via the helpdesk interface
3. Automation
3.1 Change the status to "Solved" from "Pending" if the client has not responded for N days
3.2 The ticket is automatically assigned to that who answered first (i.e. tickets are initially created without reference to a specific support employee)
3.3. If the client responds to a resolved ticket, a new one is created (with a link to the old ticket).
3.4 etc.
4. Minimalistic interface from the point of view of a support employee (no need for a bunch of fields with priorities, tags, etc.)
5. All sorts of graphs / reports in the context of an individual employee.
6. Price 0-20$ for one support employee account per month. Freshdesk is now spending a lot of money.
Optionally - the possibility of finishing (writing modules, interacting through the API).

Answer 1

I can’t advise you 100% as a replacement for freshdesk, but if you have admin skills, you can try using open ticker request system community edition
https://community.otrs.com/download-otrs-community...
once I installed OTRS for the customer service department. This system has many possibilities.
However, after my experience of use, they divided the product into a business version and a community version, and I do not know the capabilities of the community version.

Answer 2

Suddenly someone stumbles upon this post. For such tasks, Omnidesk is perfect.