User support system

Question

Helpdesk

The situation is this: users write in the feedback form on the site. The site adds service data about the user to the message and sends it to the mail (as an option, it adds a ticket somewhere via api). We need a ticket system that would work with what comes in the feedback.

It is desirable that there be the following:

1. The ability to work with email and divide emails into categories based on the subject (and the ability to manually set the category).

2. Good Cyrillic support, so that letters in Russian do not turn into a mess.

3. support for the work of several supporters with different privilege levels

4. Ticket statuses and basic reports on them.

5. Work on your own server (highly desirable).

6. The ability to display "additional data" added by the system when sending a ticket

Now we use osTicket.com, but Cyrillic is not very supported in it + I really don't like the interface. Perhaps there is something better? Preferably, OSS in PHP or a system for which you can order a revision for adequate money

Answer 1

You need HESK . It looks like this:

Answer 2

Used OTRS, were satisfied.

Answer 3

I recommend looking in the direction of osTicket , at one time I stopped on it at my last job and there all departments were transferred to it.

Answer 4

RTracker yet. webmorda + automatic processing of incoming and outgoing mail, but a rather resource-intensive project

Answer 5

the first five points are definitely there, especially p. "For ours, Orthodox :)