At my last place of employment, Fusion Systems, we had a very nice ticketing system in place that was totally built from scratch....well....not really, lol.
Redmine is a free and open source, web-based project management and bug-tracking tool. It includes a calendar and Gantt charts to aid visual representation of projects and their deadlines. It handles multiple projects. Redmine provides integrated project management features, issue tracking, and support for various version control systems. The design of Redmine is significantly influenced by Trac, a software package with some similar features.
Redmine is written using the Ruby on Rails framework. It is cross-platform and cross-database. It is part of the Bitnami app library that provides an installer and virtual machine for ease of deployment.
http://en.wikipedia.org/wiki/Redmine
With this tracking software you can custom configure it to do just about anything pertaining to your companies support and asset tracking needs. It comes installed and ready fresh out the box (or virtual machine if you please, lol) is pretty much ready to roll with a few tweaks and you are doing bidness.
Currently I am working on my own flavor of Redmine through a business colleague from Moskow, Kirill Bezrukov. He is the genius behind RedmineCRM (www.redminecrm.com) the company that makes excellent themes and plugins for the current Redmine configuration. He has custom built the current system that we are going to start using at my newest client, a non-profit community clinic.
This non-profit has 3 offices that are connected via vpn and soon to have a fourth opening. I wanted to put something in place that would keep track of the support issues with an escalation & alert feature that would keep me on top of my game when it comes to their support. I want it to be top notch so we embarked on this project and it has been more than successful.
Only 3 users will be created at this time, one from each facility as we want to keep the tickets to a controlled few so that there would not be a barrage of unnecessary support tickets opened. I'll be launching it this week so I'll keep you all posted on its productivity.
No comments:
Post a Comment