Installing a help desk support system to control the phone calls, emails and problematic issues can be tricky for an online business. Having a help desk support system to look after all the inbound email, sales enquiries and issues is a great way to communicate with your customers. I’m not talking about a CRM (Customer Relationship Management), rather a help desk and priority communication tool.
At CMather Web Development we receive around 200 support requests per day for help, quotes and customer communication. We spent months trying to search for a perfect help desk support tool to help us. Eventually we ended up building our own help desk software to suit our needs and our budget. We also used our own infrastructure and programmers to keep the project in-house.
This may not be an option for small business who wants to keep costs down. On average many paid help desk versions online charge between $10.00 and $299.00 per month per user for an outsourced third party support ticket system. And there are hundreds to choose from! These are all excellent options however there are many free solutions available for small business.
In this blog post I’ve listed free help desk support solutions for small business to implement a ticketing like system. These free systems will enable you to communicate with your customer, track responses and troubleshoot problem areas.
Generally all these scripts run on PHP and MySQL on your web server. Your web developer can install and configure these scripts on your website within a few hours. Contact us if you require us to install or customise any of these scripts for your business.
Free Help Desk Support and Ticket Software
OsTicket – Written in PHP, this is a free open source help desk support system. Features include email support, auto response, canned replies, help topics, alerts, roles and full history. Customers just need to send you an email to open a ticket. Developer Support: Unknown. Local forum support available. We personally tried this and worked well for our needs.
eTicketSupport – Can receive tickets from email and has many useful features for help desk and support. Departments, attachments, canned responses, email alerts, escalation. Has community forum support and some mods. We have personally used this on prior projects and customers.
Help Desk Lite – Very simple help desk support software to track emails. Has ticket tracking, operator assignment and custom fields. Written in PERL. Developer Support unknown.
Trouble Ticket Express – Ticket monitoring, email alerts, custom fields, unlimited operators, optional MySQL, file attachment s and host more features. Developer Support Unknown.
Otrs – Over 85,000 users, web based, customer self service, customisable, Community forum support.
OneOrZero – This is an enterprise ready help desk. Has features such as knowledge base, time manager, reporting systems. Ability to build your own system Community forum support. (This software may be paid and no longer free)
Help Desk Reloaded – PHP and MySQL. Support: Unknown
If you know of other free open source help desk support software solutions, please leave your comments below. We will review and add them to this post.
Under our Script Installation Services that we provide here at CMather, we can install and configure these solutions to meet your business requirements. Just get in contact with us for a free no obligation quote or call 1300 628 437.