As businesses and organisations increasingly rely on technology to deliver products and services, the need for effective support systems has become more important than ever.
A helpdesk (ticket system) is a centralised support system that provides assistance and resolution to users who are experiencing technical or non-technical issues with a product, service, or system.
In this article, we will explore some of the best open source helpdesk solutions available today, and highlight their key features and advantages. Whether you are a small business or a large enterprise, there is an open source helpdesk that can help you deliver effective support to your users.
Benefits of using an open source helpdesk system:
- Cost savings: Open source helpdesk systems are free to use, which means you can save money on expensive licensing fees and proprietary software.
- Customisation: Open source helpdesk systems allow you to customise the software to meet your specific needs. You can modify the source code to add new features or remove unnecessary ones, and you can tailor the user interface to match your branding.
- Community support: Open source software typically has a large and active community of developers and users who can provide support and guidance when you need it. This can include documentation, forums, and online resources.
- Security: Open source software is transparent and auditable, which means security vulnerabilities can be identified and fixed quickly.
- Integration: Open source helpdesk systems are often designed to integrate with other software and tools, which can help streamline your workflow and reduce the need for manual data entry.
- Scalability: Open source helpdesk systems are often designed to be scalable, which means they can grow and adapt to meet the needs of your organisation as it expands.
1. RedmineUP Helpdesk
RedmineUP Helpdesk is an open source helpdesk software based on the popular Redmine project management system. It offers a range of features to help organizations provide effective support to their users, including ticket management, email integration, knowledge base, and customer portal.
One of the key advantages of RedmineUP Helpdesk is its integration with the Redmine project management system, which allows organisations to manage their support and project workflows in a single platform. This can help streamline communication, reduce duplication of effort, and improve collaboration between support staff and other teams.
RedmineUP Helpdesk also offers customisation options, including the ability to create custom fields, workflows, and notifications, which can help organisations tailor the software to meet their specific needs. Additionally, the software has a strong community of users and developers who provide support and guidance through forums, documentation, and online resources.
Try RedmineUP Helpdesk for free.
2. OTRS
OTRS (Open-source Ticket Request System) is a widely used helpdesk solution that provides a range of features for managing support requests and tickets. Developed in Perl, OTRS is a highly customizable and scalable system that can be adapted to meet the needs of organizations of all sizes.
Some of the key features of OTRS include ticket management, customer management, service level agreements (SLAs), knowledge management, and reporting. OTRS also offers a wide range of integrations with other systems and tools, including email, phone, chat, and social media.
One of the strengths of OTRS is its flexibility and customisation options. Users can configure workflows, ticket queues, and notifications to match their specific needs, and the system can be extended through plugins and modules. OTRS also offers a web-based interface that is user-friendly and easy to navigate, making it accessible to support staff and end-users alike.
Overall, OTRS is a mature and robust open source helpdesk solution that has been used by thousands of organizations worldwide. With its powerful features and flexibility, OTRS is an excellent choice for businesses and enterprises looking for a reliable and scalable helpdesk system.
3. osTicket
osTicket is a popular open source helpdesk solution that is widely used by businesses and organizations around the world. It is a web-based ticketing system that allows users to submit support requests via email, web form, or phone, and provides helpdesk staff with a centralised platform to manage and track these requests.
One of the key features of osTicket is its flexibility and customization options. It allows users to create custom fields, forms, and workflows, which can be tailored to the specific needs of an organisation. Additionally, osTicket has a wide range of plugins and integrations available, which can help extend its functionality and integrate it with other software and tools.
4. Rocket.Chat
Rocket.Chat is a free and open-source communication platform that can be used as a helpdesk solution to provide customer support. It is a powerful tool that allows businesses to offer real-time support to their customers through a range of communication channels, including chat, audio, and video.
One of the key advantages of using Rocket.Chat as a helpdesk solution is its versatility. It can be customised to meet the specific needs of your business and customers, and it can be integrated with a range of other tools and platforms, such as email, social media, and CRM systems. This makes it easy to manage customer support from a single platform, reducing the need to switch between multiple tools and interfaces.
Rocket.Chat also offers a range of features that make it an effective helpdesk solution. For example, it provides real-time notifications to support agents when a new request comes in, and it allows agents to collaborate and share information to resolve customer issues quickly and efficiently. It also supports the creation of custom knowledge bases and FAQs, which can help to reduce the volume of incoming support requests.
Another key benefit of Rocket.Chat is its security features. It uses end-to-end encryption to protect customer data, and it offers granular access controls to ensure that only authorised users can access sensitive information.
Overall, Rocket.Chat is a powerful and flexible helpdesk solution that can help businesses to provide efficient and effective customer support. Its customisable features, integrations, and security features make it a popular choice for businesses of all sizes.
Start free trial with Rocket.Chat.
5. Faveo
Faveo is a popular helpdesk solution that is designed to help businesses manage their customer support operations efficiently. It is an open-source software that can be used to manage customer queries, complaints, and feedback. Faveo is known for its user-friendly interface and powerful features, which make it an ideal solution for businesses of all sizes.
One of the key benefits of Faveo is that it allows businesses to streamline their customer support operations. With Faveo, businesses can create a centralised platform where all customer queries and complaints can be received and managed. This helps businesses to respond to customer requests quickly and efficiently, improving customer satisfaction levels.
Faveo offers a range of features that make it an effective helpdesk solution. Some of the key features include ticket management, knowledge base management, customer management, and reporting and analytics. The ticket management feature allows businesses to track all customer requests and respond to them in a timely manner. The knowledge base management feature allows businesses to create a database of frequently asked questions and answers, which can be used to help customers solve their problems quickly.
Another key feature of Faveo is its customer management capabilities. Faveo allows businesses to create customer profiles and track their interactions with the business. This information can be used to provide personalised support to customers, which can help to improve customer satisfaction levels.
Finally, Faveo also offers reporting and analytics features, which allow businesses to track their performance and identify areas for improvement. The reporting features provide insights into customer support metrics such as response times and ticket volumes, while the analytics features allow businesses to analyze customer data and identify trends and patterns.
Start a demo project at Faveo.
Choosing an open source helpdesk can be a challenging task, but here are some steps to help you make an informed decision:
- Identify your requirements: Before selecting an open source helpdesk, it’s important to identify your specific needs and requirements. Consider factors such as the number of agents you have, the types of tickets you receive, and the level of customer support you need.
- Research different options: There are many open source helpdesk solutions available, so it’s important to do your research and compare different options. Look at their features, support options, and community activity.
- Check user reviews: Look for user reviews and ratings of the helpdesk solutions you’re considering. These can provide valuable insight into the user experience and how well the software meets their needs.
- Consider the community: An active community can provide support, resources, and ongoing development for your helpdesk software. Look for communities that are active and engaged in the development of the software.
- Test the software: Before making a final decision, it’s important to test the software yourself. Try out the features that are important to you and see how user-friendly the interface is.
Evaluate support options: Consider the level of support that is available for each helpdesk solution. Look for documentation, forums, and other resources that can help you get started and troubleshoot any issues that arise.
Overall, choosing an open source helpdesk requires careful consideration of your specific needs and the available options. By taking the time to research and test different solutions, you can find a helpdesk that meets your needs and fits your budget.
