Description

Help Desk Watch

This page lists relevant help desk systems.

• http://en.wikipedia.org/wiki/Comparison_of_issue_tracking_systems
• Bookmark sharing: http://del.icio.us/tag/xwiki-helpdesk

Launchpad help desk

Ubuntu help desk: https://answers.launchpad.net/ubuntu

Bugzilla

• Bug lifecycle: http://www.bugzilla.org/docs/3.0/html/lifecycle.html (status: unconfirmed, new, assigned, resolved, verified, reopened, closed. Possible resolutions: fixed, duplicate, worksforme, wontfix, invalid)
• Data model: http://www.ravenbrook.com/project/p4dti/tool/cgi/bugzilla-schema/

JIRA

• JIRA data model: http://confluence.atlassian.com/display/JIRA/Database+Schema
• Architectural overview: http://confluence.atlassian.com/display/JIRA/JIRA+Architectural+Overview
• JIRA as a support system: http://confluence.atlassian.com/display/JIRA/JIRA+as+a+support+system
• JIRA documentation home: http://confluence.atlassian.com/display/JIRA/Home

Request Tracker

• http://wiki.bestpractical.com/view/DBSchema
• Workflow example: http://wiki.bestpractical.com/view/WorkFlow
• API: http://wiki.bestpractical.com/view/ObjectModel
• Request Tracker http://www.bestpractical.com/
• Used and documented by MIT: http://web.mit.edu/tooltime/notebook/reference/documentation.html

OTRS

• http://otrs.org/ OTRS is an Open source Ticket Request System 
• Demos: http://otrs.org/demo/

TWiki help desk

http://twiki.org/cgi-bin/view/Support/WebHome

Other apps

• http://www.openpsa.org
• Dotproject http://www.dotproject.net/ includes Gantt chart
• Coho helpdesk http://www.helpdeskproject.org/coho1
• GNATS (Bug tracking) http://www.gnu.org/software/gnats/
• OneOrZero http://www.oneorzero.com
• Sugar CRM http://www.sugarcrm.com
• Track It - "TrackIt is the first open source, web based project tracking tool designed from the ground up to provide maximum flexibility, customization, and most importantly, usefulness to the developer" http://trackit.sourceforge.net/ 

Commercial help desk systems

• http://www.kayako.com/ Hosted solutions
• http://www.cerberusweb.com/
• http://www.e11online.com/
• iQHelpDesk http://www.iquate.com/iqhelpdesk.htm
• http://www.acehelpdesk.com/detailfeatureslist.htm
• http://www.parature.com/eticket.aspx

Various links

• Dell support platform: http://support.dell.com
• Atlassian support (JIRA): http://support.atlassian.com
• Jira Gantt
• Jalios support: http://support.jalios.com
• Dmoz help desk category: http://dmoz.org/Computers/Software/Help_Desk/
• Entering a new ticket in Trac http://smartpm.python-hosting.com/newticket
• Journal du Net - Les processus au coeur du help desk + dossier sur les processus d'entreprise: http://solutions.journaldunet.com/dossiers/processus/sommaire.shtml
• http://www-jerry.oit.duke.edu/community/helpdesk/hddp.html
• http://customerservice.knowledgestorm.com/search/keyword/kscustomerservice/Help%20Desk%20Definition/Help%20Desk%20Definition