I want to find a better trouble ticketing system

I'd love to find something that did the following: Enter trouble ticket, select the employee working the ticket. Select additional employees and add them to the ticket to receive updates to the ticket via multiple methods. IE, VPs/Managers get emails (because they are sitting at their desks) whereas the onsite techs might want to get something via SMS since it's more "immediate", and less easily overlooked than email.

Are you guys aware of anything that can do this? Opensource preferred.

Chas said:

osTicket Features | osTicket

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Thanks, I'll check them out again. I remember the logo when I last looked a couple years ago, but it looks a bit more feature complete now.

Maybe ManageEngine. Not sure if you can do SMS as I don't handle the back end, but you can add multiple people to receive updates through email.

For SMS just remember that most phone companies provide an email to SMS feature. It's usually easier to simply create a distribution group with the people who are assigned to a queue, and then put their [email protected] in as an email address.

AT&T
[email protected]

VZW
[email protected]

T-Mobile
[email protected]

Sprint
[email protected]



I guess I'll throw it out there, but I never really cared for it.

Request Tracker:
RT

It's open source so if you're one to tinker, you can probably compile a custom version from source if it didn't meet your needs. I haven't used or seen this in a while so maybe it's better than it used to be. It works, but it can be cumbersome. But I think a lot of ticketing systems seem to be like that and over complicate things. You can make a ticketing system out of a google form and for some people that's all they need. (Fill out a form and it emails it to a person or group)