Wiki source code of Help Desk Watch
Last modified by Vincent Massol on 2024/11/19 16:12
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| author | version | line-number | content |
|---|---|---|---|
| 1 | = Help Desk Watch = | ||
| 2 | |||
| 3 | This page lists relevant help desk systems. | ||
| 4 | |||
| 5 | * http://en.wikipedia.org/wiki/Comparison_of_issue_tracking_systems | ||
| 6 | * Bookmark sharing: http://del.icio.us/tag/xwiki-helpdesk | ||
| 7 | |||
| 8 | == Launchpad help desk == | ||
| 9 | |||
| 10 | Ubuntu help desk: https://answers.launchpad.net/ubuntu | ||
| 11 | |||
| 12 | == Bugzilla == | ||
| 13 | |||
| 14 | * 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) | ||
| 15 | * Data model: http://www.ravenbrook.com/project/p4dti/tool/cgi/bugzilla-schema/ | ||
| 16 | |||
| 17 | == JIRA == | ||
| 18 | |||
| 19 | * JIRA data model: http://confluence.atlassian.com/display/JIRA/Database+Schema | ||
| 20 | * Architectural overview: http://confluence.atlassian.com/display/JIRA/JIRA+Architectural+Overview | ||
| 21 | * JIRA as a support system: http://confluence.atlassian.com/display/JIRA/JIRA+as+a+support+system | ||
| 22 | * JIRA documentation home: http://confluence.atlassian.com/display/JIRA/Home | ||
| 23 | |||
| 24 | == Request Tracker == | ||
| 25 | |||
| 26 | * http://wiki.bestpractical.com/view/DBSchema | ||
| 27 | * Workflow example: http://wiki.bestpractical.com/view/WorkFlow | ||
| 28 | * API: http://wiki.bestpractical.com/view/ObjectModel | ||
| 29 | * Request Tracker http://www.bestpractical.com/ | ||
| 30 | * Used and documented by MIT: http://web.mit.edu/tooltime/notebook/reference/documentation.html | ||
| 31 | |||
| 32 | == OTRS == | ||
| 33 | |||
| 34 | * http://otrs.org/ OTRS is an Open source Ticket Request System | ||
| 35 | * Demos: http://otrs.org/demo/ | ||
| 36 | |||
| 37 | == TWiki help desk == | ||
| 38 | |||
| 39 | http://twiki.org/cgi-bin/view/Support/WebHome | ||
| 40 | |||
| 41 | == Other apps == | ||
| 42 | |||
| 43 | * http://www.openpsa.org | ||
| 44 | * Dotproject http://www.dotproject.net/ includes Gantt chart | ||
| 45 | * Coho helpdesk http://www.helpdeskproject.org/coho1 | ||
| 46 | * GNATS (Bug tracking) http://www.gnu.org/software/gnats/ | ||
| 47 | * OneOrZero http://www.oneorzero.com | ||
| 48 | * Sugar CRM http://www.sugarcrm.com | ||
| 49 | * 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/ | ||
| 50 | |||
| 51 | == Commercial help desk systems == | ||
| 52 | |||
| 53 | * http://www.kayako.com/ Hosted solutions | ||
| 54 | * http://www.cerberusweb.com/ | ||
| 55 | * http://www.e11online.com/ | ||
| 56 | * iQHelpDesk http://www.iquate.com/iqhelpdesk.htm | ||
| 57 | * http://www.acehelpdesk.com/detailfeatureslist.htm | ||
| 58 | * http://www.parature.com/eticket.aspx | ||
| 59 | |||
| 60 | == Various links == | ||
| 61 | |||
| 62 | * Dell support platform: http://support.dell.com | ||
| 63 | * Atlassian support (JIRA): http://support.atlassian.com | ||
| 64 | * [[Jira Gantt>>http://confluence.atlassian.com/display/JIRAEXT/JIRA+GANTT+Chart+Report+Plugin]] | ||
| 65 | * Jalios support: http://support.jalios.com | ||
| 66 | * Dmoz help desk category: http://dmoz.org/Computers/Software/Help_Desk/ | ||
| 67 | * Entering a new ticket in Trac http://smartpm.python-hosting.com/newticket | ||
| 68 | * [[Journal du Net - Les processus au coeur du help desk>>http://solutions.journaldunet.com/0309/030930_helpdesk.shtml]] + dossier sur les processus d'entreprise: http://solutions.journaldunet.com/dossiers/processus/sommaire.shtml | ||
| 69 | * http://www-jerry.oit.duke.edu/community/helpdesk/hddp.html | ||
| 70 | * http://customerservice.knowledgestorm.com/search/keyword/kscustomerservice/Help%20Desk%20Definition/Help%20Desk%20Definition |
