Online Remote Office
 

Welcome to the home of the open source case management / trouble ticket system. Use this software CGI script on your web site for everything from Case Management, bug tracking and customer support to project management and to-do lists. Creating a trouble ticket is now as easy as submitting a web form, while the help desk software assigns unique number to each service request and saves it in the database to review at any time. Truly scalable solution: start with a plain text database, upgrade to the industry-strength MySQL or Microsoft SQL Server engine as your needs grow. Can be used with the E71 World-Wide-Walkie-Talkie terminal.

 

Online Remote Office and Help Desk System                 

       

Features                                                         

Current version: 3.0 (11/22/08) version log 


  • Web based. Work from anywhere, whether you are at your desk, on the road, or working from home, our trouble ticket software has the tools you need to access your customer service database and cases. All of Trouble Ticket Express features can be accessed though a web browser on virtually any operating system.

  • Correspondence tracking. Every trouble ticket is displayed as a sequence of messages. The status attribute shows whether the ticket is new, open, resolved or waiting for more input from the requestor.

  • Email alerts on every new and follow-up message.

  • Custom fields. Add virtually unlimited number of custom fields to your mail forms.

  • Customizable ticket browser layout. Choose what information (including values of custom fields) you want to see while browsing ticket list. (requires purchase of Layout Designer Module).

  • Ticket monitoring. Customers and operators are always able to see ticket status and ticket owner info.

  • Unlimited operators. Create as many operator logins as your business needs.

  • Group Mode. Allows assigning an operator to one or more groups and smart ticket routing based on the ticket's group attribute. (requires purchase of Groups Module).

  • Inventory Tracking. Allows defining a list of items such as servers, workstations, projects, premises, cars - anything you need to develop or provide a service for. (requires purchase of Inventory Tracking Module).

  • Highly customizable. Template driven software for easy customization to match your web site appearance.

  • Multiple inquiry forms. Define as many customer service forms templates as you need.

  • Optional MySQL database. (requires purchase of add-on module). Allows using MySQL database to store trouble tickets. A specialized MySQL hosting server might be an advantage to have.

  • Optional SQL Server database. (requires purchase of add-on module). Allows using Microsoft SQL Server database to store trouble tickets.

  • File attachments. (requires purchase of add-on module). Each message may include up to 3 file attachments.

  • Answer Library. (requires purchase of add-on module). Allows organizing answers and quick access to common questions & answers.

  • Email based submission. (requires purchase of add-on module). Allows submitting new tickets and follow-up messages via email. Both customers and operators may use email. See What is an email piping? article for a description of a server feature, what is required for the module to operate properly.

  • POP3 account polling. (requires purchase of pop2pipe script). The script emulates email piping: it polls an external POP3 account, retrieves email messages, executes an email-processing program and feeds the message text to the program's standard input. The script is not a substitute for the Mail Module! It emulates email piping feature the Mail Module needs to operate.

  • Easy translations Trouble Ticket Express may translate user interface elements (messages, labels, list values) on the fly using loadable dictionary (CSV file).

  • Access code (a.k.a. captcha) to prevent ticket submissions by spambots

  • Hidden messages to enable internal communications and actions logging.

  • Markup tags to enhance messages using bold, italic, underline, code text attributes as well as images and hyperlinks.

  • Usage reporting to monitor help desk workload and operator efficiency.

  • Data export with optional Export module to build custom reports using your favorite spreadsheet or analytical program.

  • Easy data backup and restore with optional Backup/Restore module. The module may be used also for hassle free server migrations and cross grades (e.g. from SQL Server Edition to MySQL Edition or Standard Edition)

  • Source code available. The software is written in Perl, only standard libraries used.

  • Turnkey setup service is available from World-Wide-Walkie-Talkie.  8 business hours turnaround time. Low prices. Optional customized forms design and programming services.