osTicket www.osticket.com is a popular open source customer support ticket system based on PHP and MySQL. It supports both web-based and email based ticket systems. So your customers can either log on to your website to raise a support ticket or they can simply send an email to support. osTicket integrates both channels into a simple web-interface which lets your support staff manage the tickets and provide support to your customers.
There are commercial systems out there which have a whole lot of features that most support staff seldom uses. osTicket is a good way to start your support operations and then (maybe) if your needs are not being met, you might think about changing it. Notice since it is open source you might easily be able to customize it to meet your needs.
Of course, being open source, it is also complete free.
This open source project was recently revived by its authors after a lull of over a year. They started releasing a new version of the product in January this year with the latest release a few days ago. They have a very active forum community of over 700 members with over 1300 posts catering to various topics around osTicket.
osTicket requires a web server that can run:
- PHP 4.3 or better
- MySQL 4.1 or better
That’s it. Being PHP and MySQL driven, you can be sure that it will run on your hosting provider’s space. If you host it on IIS on a Windows box, then also you are safe because Windows version of both PHP and MySQL are available.
In terms of hardware, there are no specific requirements. Most shared webhosting hardware is good enough to run this. The users only need to interact with this using a browser.