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I currently have a simple form for customer feedback / customer issues, this form send an email to support@ourwebsite.com and then we check that and reply to any inquiries.

I'd like to implement a proper ticketing system where a ticket is opened for each issue, and replies can be done via email or via a form (that displays all previous replies), etc.

Does anybody know of such a beast ?

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There are very many such systems. I'm a little taken back by you not listing which systems you have already researched, and asking for more targeted advice on their strengths and weaknesses. As a bare minimum, at least mention your preferences for self-hosted / hosted, programming language, and free of charge / commercial offering. – Jesper Mortensen♦ Oct 8 '10 at 9:22
I'm closing this because list/poll/recommendation questions are not a good fit for the Stack Exchange network. From our FAQ: "To prevent your question from being flagged and possibly removed, avoid asking subjective questions where every answer is equally valid...". Also see meta.stackoverflow.com/a/128561. If you have a question that falls in this category you can try asking in our chat. – Zuly Gonzalez♦ Jun 20 '12 at 12:54

closed as not constructive by Zuly Gonzalez♦ Jun 20 '12 at 12:52

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4 Answers

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I found Hesk very useful.

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looks great actually, will give it a spin. – Sherif Buzz Oct 11 '10 at 11:54
Installed, customized to fit with my site, pushed to live and very happy with it. The other option I tried was osticket.com but I found the admin interface rather cumbersome and for some reason, very slow. – Sherif Buzz Oct 11 '10 at 19:42
up vote 2 down vote

I think the thing you need is TRAC.

Their own site is the best demo of their tools, since it is actually rendered by it ! http://trac.edgewall.org/

It provides a ticketing system, a wiki, can be linked to SVN and has a lot of plugin/extension

We use at in my company and are very happy with it

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up vote 1 down vote

The type of software you're describing sounds like Customer Relationship Management (CRM). I often use Freshmeat to browse for Free, Open Source Software (F/OSS). You can find all the F/OSS tagged as CRM, sorted by popularity, by following this link:

http://freshmeat.net/tags/crm?sort=popularity&with=&without=

There are currently 69 CRM projects listed there!

DISCLAIMER: I've developed proprietary CRM s/w before, but I've never used any of these F/OSS CRM projects, so I can't vouch for any of them. However, this list should provide a good starting point for your search and evaluation. Good luck!

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up vote 1 down vote

Does tools like uservoice.com & http://getsatisfaction.com/ - easy to setup and very intuitive

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those both seem a little overkill for what we're looking for, and also not free/oss :) – Sherif Buzz Oct 11 '10 at 11:53

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