status:
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Ket requirments
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MUST HAVE
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Real open source, active project
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REST API
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Pending tasks: ask partners:
UiO: Jira?
ONA: ?
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Help Desk A help desk is considered to be focused on break-fix (what ITIL calls incident management). Service Desk The single point of contact between users and the service provider. A typical service desk manages incidents and service requests (for new services) and requests for information (such as “how do I do X?”). |
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Background
As part of the tech stack for PSI’s Platform v2, we need to provide a service desk that allows to allocated tickets to agents for customer requests, and follow through out its satisfactory resolution. This tickets can be opened as part of a Bot conversation, a website request, in-app support, etc. The solution must be installable into a partner, e.g. MoH.
Ideally, in line with the principle of dogfooding (eat your own dog food), PSI will use this solution as its main help desk system.
Key requirements
MUST HAVE | ||
|---|---|---|
Open source, active project | obvious… | |
REST API | To generate service request programatically | |
OpenID | to integrate with KeyCloack | |
NICE TO HAVE | ||
Omni channel | support via chat, ideally
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Knowledge base | ||
Mobile app client | ||
Selected
Considered
...
Must have a REST API
reference: https://freescout.net/blog/open-source-helpdesk-system/
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/ short listed
Faveo  | PHP | Git Faveo developers describe it as a customizable, omni-channel open source helpdesk software built on Laravel framework. There are different editions of the helpdesk: Community Edition, Freelancer, Pro Edition and Service Desk. We’ve tried to check online demo but it just showed us an empty page. The open source Community Edition version distribution kit is quite heavy – about 95 MB. Apparently Faveo Team is trying to maintain free and paid versions of the helpdesk, but it looks like the free open source version is not very actively maintained – the last release was in 2021. GitHub repo has about 4,150 open issues which is quite a lot. We also found it a bit difficult to navigate in Faveo’s documentation, but finally we’ve managed to install it on Ubuntu with Nginx. While checking it there a bit of a feeling of “clumsiness”. The helpdesk has a lot of options, and sometimes it’s not very easy to find what you need. | OSL 3.0 Apps: web, mobile? Channels: Web, email??? | Describe it as customisable & omni-channel . It has approval workflows, priorities & ticket types, daily reports, etc. Free open source version of the helpdesk does not allow to use it in the mobile app. So the free edition of the helpdesk lives it’s own life while the paid version – it’s own.FreeScout OPEN ID????? |
FreeScout  | Clone of Help Scout PHP | GitDevelopers are describing FreeScout as the super lightweight free open source help desk and shared inbox. We’ve installed it and yes – it is really lightweight (it’s distribution kit is just 10 MB), and it can be used even on a shared hosting. All you need to do to start using it is to connect it to your email address and all incoming emails will be turning into support tickets. The interface of the helpdesk is very slick and neat, it’s design and usability is simply the best among all the systems we’ve checked. Helpdesk provides free mobile apps for iOS and Android. It also has an excellent Channel: email, iOS, Android | lightweight help desk / shared inbox. collection of extensions allowing you to turn it into top level support solution and satisfy most of your needs: WhatsApp, Facebook, Telegram integration, LDAP, Knowledge Base, CRM, End-User Portal with the form for submitting tickets, Kanban mode, Live Chat widget for the website, etc. Besides you You can also create your own modules – they work just like plugins in WordPress, simple and effective. This helpdesk tool gave us very good impression. It’s fast and not bloated or overloaded with features which you never use. Support agents enjoyed using it, it’s very easy to switch to it and start processing tickets. Even visually impaired support agents are able to use it! The only thing we were missing is the ability to split one ticket into two as sometimes it’s really needed, but hopefully FreeScout Team with time will add this feature too. |
OSticket  | PHP | Git Clients: Web and email. No mobile app. | OSTicket allows to scale and streamline your customer service and as a result improve your customer’s experience. OSTicket is widely-used open source support ticket system. It’s one of the oldest – it’s first release on GitHub was in 2013. The average distribution kit’s size is 50 MB. The helpdesk has a bit old-fashioned interface, but it does what it’s supposed to do – allows to process support requests. Customers are able to create tickets via your website, email or phone. Agents can be assigned to different departments and have different roles. OSTicket provides a standard set of helpdesk A features: custom fields, auto-responder, agent collision avoidance, SLA, customer portal and also allows to add tasks to tickets. OSTicket collects inquires via email or web form. It does not provide official mobile apps, only 3rd party apps are available. Our overall impression of this tool was quite good. If you need an open source helpdesk and you are not focused on a super modern design and UI – OSTicket is your choice. UVdesk |
OTOBO  | Perl ? Download | another OTRS community edition fork… |
 | PHP | Git | UVdesk is the multichannel helpdesk system for ecommerce, marketplace. UVdesk Team believes that in order to deliver the best customer service you don’t need a big or complicated help desk. Some of the features: workflows, saved replies, tags, email integration. Releases appear not very often: 2-3 times a year. In some aspects this open source ticketing system mimics the previous – Faveo helpdesk. UVdesk’s design is not super modern and sometimes looks and feels a bit primitive. The helpdesk probably would have benefitted if some professional designer could do some work on it. Out of the box it does not provide a possibility to separate tickets via departments or mailboxes. We also could could not find UVdesk mobile apps. The positive side of this helpdesk is the ability to connect it to different CMS and eCommerce platforms: Magento, PrestaShop, WooCommerce, Odoo CRM, Amazon, Shopify, Joomla, WordPress. |
 | Ruby | GitZammad may work as a product / service support system, support for wholesale / retail or as IT service desk. It’s based on many years of experience with ticketing systems – it’s | Channels; telephone, Facebook, Twitter, chat and e-mails Zammad - created in 2016 by the developer of the OTRS. This is the only non-PHP open source helpdesk in our review – it’s using Ruby. Installing it was a bit challenging experience. Some of the features Zammad boasts: autosave for tickets, opening multiple tickets at the same time without having to switch between browser windows, LDAP, ticket templates, etc . It’s interface in many aspects copies Zendesk with all it’s pros and cons. Like for example when you are replying to the ticket you don’t see the customer to whom you are replying which is quite inconvenient. So usability is not the strongest side of Zammad. There are two main ticket types here: phone tickets and email tickets. It may be difficult to use Zammad for multiple businesses as all the tickets are located in one place and there is no way to isolate them from each other. There is an Android app providing basic features , but we - could not find an iOS app. |
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 | Perl ? | Repo | A fork of OTRS community edition Channel: web, email, phone. Add-ons for messenger… Used by Wikipedia - referred internally as VRT (Volunteer Response team) |
?????
The following system did not comply with the minimum requirements
itop (combodo) | created to manage the complexity of shared infrastructures |
Discarded
The following system did not comply with the minimum requirements
Free, but not open source - cannot be installed on-premise for MoH/ other organizations No API |
Service Desk
The single point of contact between the service provider and the users. A typical service desk manages incidents and service requests, and also handles communication with the users
service desk is there to assist with not only break-fix but also with service requests (requests for new services) and requests for information (such as “how do I do X?”).
Help Desk
As defined by Merriam-Webster, a help desk is “a group of people who provide help and information usually for electronic or computer problems.”
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OTRS | Community edition discontinued on Dec 2020. We have considered two forks: Otobo and Znuny |
Features | OTOBO | freescout | Uvdesk |
Translation Support (Multilingual) | Yes | Yes | Yes |
Unlimited Agents, Group, Team, Customers, Tickets etc | Yes | Yes | Yes |
No limit on the number of Mailbox/Email integration | Yes | Yes | Yes |
Saved Replies for common queries | Yes | Yes | Yes |
Filter based on ticket status, Id, agent, customer, etc | Yes | Yes | Yes |
Block Spam | Yes | No | Yes |
Agent Activity | Yes | Yes | Yes |
reCAPTCHA option | Yes | No | Yes |
Standard automated workflows | Yes | No | Yes |
Notes for agents | Yes | Yes | Yes |
Custom branding | Yes | No | Yes |
Change logo | No | No | Yes |
Broadcasting message | Yes | Yes | Yes |
Ticket Forwarding | Yes | Yes | Yes |
Prepared Response | Yes | No | Yes |
Email Notification | Yes | Yes | Yes |
Effective search | Yes | Yes | Yes |
User Friendly Web Installer | No | No | No |
Add multiple attachments | Yes | Yes | Yes |
Powerful Knowledgebase/Faq (article, category & folder) | Yes | No | Yes |
Ticket types, Multiple Tags | Yes | No | Yes |
Email Templates | Yes | No | Yes |
API-Doc | Yes | Yes | Yes |
Edit/delete/pinned ticket and thread | Yes | Yes | Yes |
App store conection | No | No | Yes |
100% Mobile-friendly. | No | Yes | No |
Automatic refreshing of the conversations list without the need to reload the page. | Yes | Yes | No |
Integration with other apps | Yes | No | No |
Intalation via Docker | Yes | Yes | Yes |
Service level Agreement |
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