[Admins - please reassign topic selections if there are more appropriate ones - thank you]
Is anyone out there using (or familiar with) an open source help desk solution or customer support portal?
I want to build a customer support portal with all the usual customer support features, such as these nice to have:
Secure, registered user only access.
Opening news/blog page with most frequent download/kb article stats, etc.
Asset libraries for self-serve documentation, video training, and software updates downloads.
Good site-wide content search. (very important)
KCS format/searchable knowledge base. (very important)
This should include customer feedback capability on KB articles (i.e. "was this helpful? "yes" or "no" - plus comment)
Typical self-serve customer ticket submission and escalations with customized forms (and different forms available for different types of customers - driven by their SLA agreement levels). (very important)
Rules settings for customers with different service levels agreements.
Universal inbox (all tickets/conversations with customers) are accessible by all agents. This is especially important when an agent is unavailable to continue on an important issue with a client.
Scalable customer and team growth (current customer base is 50 and team is 5 support agents) with expected growth to 1000 customers within the next three years.
Support for mobile device viewing.
Good and established community of contributors and users, ensuring continued growth of the product.
Ability to self-host and run within a Windows or Linux VM.
Flexible ability to customize and brand the portal (I expect this is moot for open source). (very important)
Optional paid product support is nice to consider.
Case management - statistics like, view of number of unresolved tickets, length of waiting time, average waiting time, alerts when time/SLA is nearly reached, etc. (very important)
Here are some open source options that I am currently investigating (I've just begun my research today):
- RT: Request Tracker
- OTRS Free – The Flexible Open Source Service Management Software (not open source)
- SiT! Support Incident Tracker
- Liferay Portal
Thank you for your ideas and recommendations.