I've been a System Administrator for a while, managing a custom shop and e-commerce system. Currently, our after-sales communication happens mainly through WhatsApp and emails, which is pretty chaotic and makes it hard to keep track of everything. I'm looking for a ticketing system that allows customers to email a designated address (like after-sale@), and then that system should automatically convert those emails into tickets that I can manage. Ideally, it should be for admin and employee access only, with no need for customer logins. A colleague suggested 'Mantis,' but it doesn't quite fit what I need. I'm hoping to find an open-source option since my boss thinks our current setup is fine, but I'm looking to make things easier all around. Any suggestions?
4 Answers
Have you seen freeitsm? It's open-source and should meet your needs. I built it with simplicity in mind, so it’s very user-friendly!
Really clean interface! Love the look of the ticketing module. Kudos for putting this out there for the community!
Have you considered tweaking your CRM instead? Keeping a track of customer history might streamline your after-sales process and help reduce confusion.
I appreciate that suggestion, but since we operate as a distributor, it's tough to trace interactions back to the end customer. Right now, our setup with WhatsApp is messy, and things often get lost in the shuffle.
You might want to check out GLPI, osTicket, or Zammad. They're all free if you self-host and have the features you’re looking for. GLPI is quite comprehensive and ticks all the boxes. osTicket has a solid reputation, too!
desk365 could be another option, though it's not open-source. I found it super easy to set up and use!
It's great to see someone give back like this! Do you have a demo available? I’d love to test it out on a MySQL database since Docker isn't an option for me right now.