status:
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Ket requirments
...
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: ?
| Info |
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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
| |
Knowledge base | ||
Mobile app client | ||
Selected
Considered
...
Ask to our ‘partners’
UiO - Jira
ONA ???
...
/ short listed
Faveo  | Apps: web, mobile? Channels: Web, email??? | Describe it as customizable customisable & omni-channel . It has approval workflows, priorities & ticket types, daily reports, etc. OPEN ID????? |
FreeScout  | Clone of Help Scout PHP | Git 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. missing is the ability to split one ticket into two |
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- create tickets via your website, email or phone. A features: custom fields, auto-responder, agent collision avoidance, SLA, customer portal and also allows to add tasks to tickets. |
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. 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 | Git | Channels; telephone, Facebook, Twitter, chat and e-mails Zammad 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 - 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. |
 | Perl ? | Repo | A fork of OTRS community edition Channel: web, email, phone. Addons Add-ons for messenger… Used by Wikipedia - refered referred internally as VRT (Volunteer Response team) |
...
?????
The following system did not comply with the minimum requirements
itop (combodo) | created to manage 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 | |
OTRS | Community edition discontinued on Dec 2020. We have considered two forks: Otobo and Znuny |
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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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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