Helpdesk
Posted on January 10, 2007
We’re implementing an internal helpdesk tool at a small business. We reviewed a lot of the Open Source systems out there and found one that was just like an enterprise-level system but also customizable, runs on LAMP (easy setup/easy maintain), and is pretty popular.
It’s used by MySQL as their external product helpdesk. There were only a few points that we customized and made it a very slick offering for what we need:
1. Project = Internal
2. Priority = 1. Can’t Do Business / Mission-Critical to 5. Project / Scheduled
3. LDAP integration so people don’t need another password
4. Email integration = Not perfect out of the box.
After having the system work for us in an all-internal aspect, we’ll look at offering it to our customers as our company helpdesk for our customers. This could give us a central location to manage project work for both internal and external endeavors and a great point to integrate with our CRM system. Plus, the per-seat license is $0 since we have LAMP expertise in-house.
» Filed Under Open Source
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