Wednesday, February 25, 2009

In search of a ticketing system

Using ticketing systems to organize project workflow became almost my second nature, and now I am looking for a good system to use with my personal projects. Here is what I need:

  • The system should be simple enough to be usable in a small-scale environment.

  • It should provide all core ticketing features. Tickets should have reasonable set of data fields: type (defect/feature/enhancement etc), status, due date, etc. The system should provide me with capability to assign tickets, to append notes and comments to tickets, to attach files to tickets. It should also provide reasonable number of canned reports (my tickets/all open/ due today etc).

  • The system should also have some basic notion of projects, and should be multi-user (I mean that personal to-do lists will not do).

  • The system should be able to notify me with email about all relevant events (ticket assigned to me, edited, closed etc.)

  • The system should be easy to use; preferably with an option to turn off unneeded features.

  • It should be installable on a server with no command line access.

  • ... And, yes, it should be free.



So far I played with two systems that my hosting provider could install automatically: phprojekt and dotproject. I didn't like both of them. PHProjekt was just too huge for me, with no way to turn unneeded modules off (I do not need timecards, chat or helpdesk features, thank you). Dotproject was somewhat better – at least it allowed me to hide all unused modules, and provided more help on its configuration screens. But then I discovered that creating new tickets (“tasks”) was possible only from the project screen, and I decided that this is too inconvenient to be useful.

From my other projects I have experience with Jira (love it, but it's not free), RT (not again, thank you!), Trac (pretty cool, and free – but, alas, requires command line access to install), and FogBugz (also not free). So, now I am at loss – is there any software at all which fits my needs?

50 comments:

Mad Wombat said...

Personally I have been using trac at work and for some freelance projects and it seems to be one of the best OSS systems out there (I haven't tried commercial solutions, so I don't know how it compares). Yes it requires shell access to install and configure (alas!) and requires either an ability to run background processes or some fancy Apache configs. What sort of web space do you have? I mean, most reasonable hosting places do provide SSH access.

Mad Wombat said...

Look at http://www.assembla.com/

Aleksey Linetskiy said...

@Wombat:
I am using a cheap hoster with unlimited space plan. Unfortunately, AFAIK there is no SSH option - though I will double check.

As for Assembla - it looks cool, but it is not free. And, it seems to me that svnrepository.com provides you both space and Trac instances for a better price.

debedb said...

If you liked Trac, try redmine. It's like Trac++ - and interface is similar.

Aleksey Linetskiy said...

@debedb:
Thanks, I will have a look. Not that I like Trac that much - it just seems to be the most usable of all the bunch... Though JIRA is still my favorite.

BTW, after all we settled on dotProject. It turned out to be not as bad as I thought initially...

Unknown said...

EazeConnect offers you an amazing software ticketing system for managing your emails, employees, and business communications with ensuring greatest customer service in dominant manner. Get an experience of eazeconnect with free trial as well http://eazeconnect.com/

Unknown said...
This comment has been removed by the author.
Unknown said...

Thanks for your sharing such a nice post. Thank you
Event Management in Chennai
Event Organisers in Chennai
Birthday Event Organisers in Chennai

Pursatya Arts | +91-70561-70563 said...

Nice post thanks for sharing
Website Designing Company in Ambala

Website development company in Ambala
SEO company in Ambala
ppc campaigns company in Ambala
Digital Marketing company in Ambala

Today Tech Tuns said...

today tech tunes is a bangladeshi website. espacially who want to learn seo and smm. visit our site to learn seo. and more technology related site. thanks a lot. Organic SEO কি?

Manish Deo said...

Information that you provide that was awesome - Manish Deo

olefins trade corporation said...

I have read your article it is very nice. if you want to know about more about this visti here.
Olefins Trade Corporaition
Kirisun Walkie Talkie Price in Bangladesh
Walkie Talkie Market Size 2018 – 2023Walkie Talkie Price in Bangladesh




Today Tech Tunes said...

This article is very nice. to know more visit here.
SEO কি?
Paid SEO কি ?
Organic SEO কি?
On Page SEO

learncoading. said...

Great Post.Thanks for this Article. I have visit your site everyday . For More..

ANAY said...

This article is very nice.

Asad Ali said...

hi

everything said...

Personally I have been using trac at work and for some freelance projects and it seems to be one of the best OSS systems out there (I haven't tried commercial solutions, so I don't know how it compares). healty lifeYes it requires shell access to install and configure (alas!) and requires either an ability to run background processes or some fancy Apache configs.

Sohail Kareem said...

Thank you for sharing your useful information.
ALSO, VISIT HERE

mahmoud said...

thanks for your topic

اضف اعلانك مجانا وبدون تسجيل

Jenniper said...

pokerblibli adalah salah satu poker online yang paling diminati saat ini, selain banyak bonus yang bisa di dapat. ayo tunggu apalagi, bergabunglah dengan poker online blibli

spot said...

andaman tour packages
andaman holiday packages
andaman tourism package
family tour package in andaman
Andaman tourism package

Unknown said...

Bao bì nhãn mác là hình ảnh nhận diện thương hiệu điển hình cho mỗi doanh nghiệp.Bạn muốn in bao bì giá rẻ, chất lượng cao,hãy đến với công ty An Anh, là nơi đặt uy tín lên đầu,... tạo niềm tin vơi khách hàng,thiết kế đa dạng,độc,lạ
+Thiết kế thống nhất,liên kết bộ nhận diện thương hiệu
Đơn giản hóa thông tin thương hiệu:...
Sáng tạo khác đơn vị hóa các thương hiệu cùng loại
Tạo bề ngoài cách nhìn thích thú,đa dạng...LIÊN HỆ ĐẶT IN TẠI ĐÂY

╔════ ★-★-★-★-★ ════╗

DỊCH VỤ IN FAST PRINTING 2 - 8 H

╚════ ★-★-★-★-★ ════╝

IN NHANH ANPIC THUỘC CTY IN ẤN AN ANH

•*´¨`*•.¸¸🍃NỔI TIẾNG IN ĐẸP IN NHANH🍃•*´¨`*•.¸¸

-------------------------------------------------

🏠 Địa chỉ: 5 Ngõ 75 Nguyễn Xiển - Hạ Đình - Thanh Xuân

☎ Hotline: 0963.223.884 - 0934.510.662 (SMS/ZALO)

🎧 Skype: In Nhanh An Anh

✉ Email: baogiainananh@gmail.com | Fanpage: Anpic.vn

⛪ Website: https://anpic.vn

agen sbobet said...

Thanks...
Agen Sbobet
Sbobet
Sbobet Mobile
Thank you....
Judi Online
Poker Online
Casino Online
very helpful..
Judi Bola Online
Bola Online
Agen Casino Online

Transformational Sales, Service and Operations Director said...

Aaron Steeves, Senior Transformational Operations and Service Management Executive, open to relocation, with a proven track record in leading both established and start-up organizations * Passionate about developing teams through mentoring individuals, while aligning people/work to build a collaborative work environment * Building consensus and improving working relationships through change of culture * Creative and collaborative leadership skills in demanding situations to drive expected results * Excel at resolving problems that ensure consistent and continuous forward progress * Integrate a Qualitative and Quantitative approach to measuring customer experience, product usage and overall customer satisfaction to drive improved performance and set benchmarks for employee excellence and development. Key areas of expertise include:

Executive Leadership
Service Management
Program Management
Customer Service
Operations Management
Strategic Planning
Contract Design & Execution
Project Management
Program Development
Industry Expert
Mentoring and Training
Full P/L Responsibility
Migration of Service Departments to Cloud-Based Platform
Change Management
Forecasting
Marketing and Promotion
Sales Management

profferway said...

U can read more article from my blog also read more article from my blog

Service professionals network said...

The Service Professionals Network (SPN) is a referral and word-of-mouth social media network that helps people get more views on their social media content. Log In or Sign Up. You can get a lot of FREE help with your digital marketing and social media ROI by simply networking with SPN members. The activity feed and your #SPN profile is a great way to get backlinks to your website, YouTube, and social media profiles

NFL Computer Predictions and Ranking said...

Unleash Paradigm Shattering Artificial Intelligence to Revolutionize your Sports Bets and Rise Above the Competition!

Fitness. Anytime, Anywhere. said...

GoXtraFit is revolutionary to the busy lives we all lead. Whether you are short on time or need variety in your day to day fitness efforts GoXtraFit is at your fingertips.

SEO backlinks service said...

You know that SEO Backlinks will remain a vital Google ranking factor. But, effective link building is now about trust and popularity. Only high-quality SEO backlinks works in this model. According to Copyblogger(Famous SEO Magazine), domain trust/authority represents 23.87% of Google’s ranking algorithm.

CarSpot said...

Glad to be here, thank you for sharing useful information.

Website Ranking said...

I'm a professional SEO specialist with qualified 5+ years of experience in Digital Marketing Company in Bangladesh, and with this Gig, You have the opportunity to use my experience to your benefit.

escorts99 said...
This comment has been removed by the author.
escorts99 said...

Your post is awesome this will be definitely help us, thanks escort girl paris

TWILL SILK SQUARE SCARF said...

100% TWILL SILK SQUARE SCARF

Material:100% Silk, Twill silk Process: Original style for all of the pattern, with Natural Hand-hemmed edges. Process: Original style for all of the pattern, with Natural Hand-hemmed edges. Feature: The scarf fabricated from 100% silk, pure silk muffler with prime quality, gently, nature and breathable. Weave silk material, lustre, lightweight, easy to carry; breathe freely, variety wrote with smart look and hand feeling. massive handkerchief,square scarf(35*35 inches),Can be utilized in bag,hat,hand(bracelet),head(hairband),often utilized in party,go looking,traveling,meeting friends... Natural hand-hemmed edges. shows excellence in quality.

T-shirt design said...

Hello, Buyers, We have a Team. We've Skilled on T-Shirt Design,Vector Tracing. We Can Create Any Kinds Of Modern, Typography & Teespring Tshirt Design, Also Expert On Logo, Banner etc. We're Also An Expert In Adobe Illustrator & Photoshop. You Can Also See Our Creativity by Visiting My Gig's. Thanks

shimul said...


Thanks for the valuable information. appreciate it. Can you suggest me about Best Online Seo Service. Because i can see the better result you are gaining by having your website on such a good rank on google. Will be waiting for your kind reply. Thanks

Shariful said...

Storia is a social publishing platform where every individual can express theirselves. In Storia, you can also create your own content in topics that are of intrest to you https://storia.me/en/slotomania-free-coins-br-1giz/s

shimul said...



Beautiful post guys,
Digital marketing is a base these day for those people who want to explore their business online Marketing.Either your business is of franchise or textie,i'm blogger who wrote about digital marketing and topics related to this like SEO , SEM , Advertising and more.Digital Marketing Thanks for sharing here.

Leave management software said...

An employee has to know their goals to achieve its career goals which help to make them a better future .like an employee wants to take a leave which can be sick or causal leave. if he/she does not aware of his absence to their management .he/she will get a loss. but if you aware them by capture leave management software you can tell your absence and it will not take a chance of your loss .so I recommend you capture leave management software.

learning management said...

Learning management sytem which i think the best is Eleap. Must check it out.

Claims of wine’s benefits unprovenYour Good Health said...

The “gut health” statement came from a study showing that wine drinkers have a a lot of various assortment of bacterium within the gut, that is associate accepted live of gut health. curiously, even folks that consume wine solely each period of time had this positive association, whereas folks that drank different forms of alcohol didn't.

amain info said...

read more

fansprovider.com said...

Fans Provider is the first smm likes, followers, subscribers, views & others social media services provider in world.

shimul said...


Local SEO is the practice of optimizing a local business.based keywords, such as “local bussiness ”. Local search engine optimization includes optimizing the business’s website as well as their Local Business Development & Consultancy

Dennis said...

Thanks For Your Blog!!
Human Resource Management
Best HR Solution
Attendance Software
HR Payroll Processing
Leave management Software
HR and Payroll Software

Blog said...

texas lottery
Lotterycorner.com is a result of the best efforts of an experienced group of Computer programmers having a keen interest in lotteries. With strong analytic abilities, the team at lotterycorner.com has won thousands of dollars!

sumon said...

Rothy's Coupon
$20 Rothys Coupon. Verified Rothys Coupons and Promo Codes

cpatipsnews said...

jurllyshe
Email Address: customer@jurllyshe.com

Tel: (727) 827-8586

Street: 1st Floor, Building 15J, No. 80, Dianchang Road
Zhengzhou High-tech Industrial Development Zone

TENDE DA SOLE ROMA said...

Keluaran Togel hongkong
Prediksi Togel SGP | Rumus SGP | Data SGP Rumus SGP , Prediksi Togel SGP , Data SGP , berikut ini kami bagikan Prediksi togel […]

image editing service provider said...

When searching for a ticketing system, it's important to consider your specific needs and requirements. Here are some popular options that cater to various businesses and organizations:

Zendesk: A widely-used ticketing system that offers a range of features including ticket management, automation, reporting, and multi-channel support for customer inquiries.

Freshdesk: Known for its user-friendly interface and customizable workflows, Freshdesk provides ticketing, knowledge base, and self-service options to streamline customer support.

Jira Service Management: Developed by Atlassian, Jira Service Management is ideal for IT and development teams, offering advanced ticketing capabilities along with powerful integration options for project management and issue tracking.

ServiceNow: A comprehensive IT service management platform that includes ticketing, incident management, problem management, change management, and other ITIL processes.

Zoho Desk: Part of the Zoho suite of business applications, Zoho Desk offers ticketing, automation, AI-powered features, and collaboration tools to enhance customer support efficiency.

Kayako: Known for its customizable interface and robust automation capabilities, Kayako provides ticketing, live chat, and customer service tools for businesses of all sizes.

HubSpot Service Hub: Integrated with HubSpot's CRM platform, Service Hub offers ticketing, automation, knowledge base, and customer feedback tools to help businesses deliver exceptional customer service.

Before choosing a ticketing system, assess your organization's requirements, budget, and scalability needs. It's also beneficial to explore trial versions or demos to see which platform aligns best with your goals and workflows.