I'm in the market for a ticketing system and I'm curious what everyone else is using. I'd like to welcome everyone to post their favorite ticketing system and the reason they like it so much.
My criteria in selecting a ticketing system is:
- Should be open source
- Users should be able to do 100% of their interaction by email. No need to use the web interface at all. I don't even really care if there is a customer web interface.
- Should let me handle as much by email as possible. (at least, let me reply to tickets by email)
- Should be fairly simple to install with few dependencies.
- The web interface shouldn't make me want to gouge my eyes out.
Things I don't really care about:
- Time tracking.
- Prioritization is not a huge priority. (groan)
- Sub-tasks, task depdencies, queues, etc.
- Pretty much anything else that doesn't aid getting issues out of my email and into a tracking system.
I've used Trac successfully as a ticketing system in the past (just turned off the wiki, repository, etc) and I wouldn't mind using it or Redmine again if I knew of some email plugins. At a previous company, I used Request Tracker which fulfills nearly all the criteria, but had so many dependencies that nothing else I run needs that I finally just decided it wasn't worth it.
I have OTRS up and running, and it fulfills all the email requirements, was pretty straightforward to setup, but I really dislike the (IT) web interface. Perhaps I'm using it wrong, but the way it handles listing tickets and helping me find what to do is far inferior to RT.
Perhaps I'm just being really nit-picky, but I figure I'm going to have to be using whatever system I choose all day long every day so I might as well really like it. And as long as the users only have to interact with email@example.com, it's transparent to them.
So what are you using/have used that you really really like and why?