Faveo

community edition

PHP | Git | OSL 3.0

Documentation

Apps: web, mobile?
(Laravel framework)

Channels: Web, email???

Describe it as 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.

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…

UVdesk

community helpdesk

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.

ability to connect it to different CMS and eCommerce platforms: Magento, PrestaShop, WooCommerce, Odoo CRM, Amazon, Shopify, Joomla, WordPress.

Zammad

Ruby | Git

Channels; telephone, Facebook, Twitter, chat and e-mails

Zammad - created in 2016 by the developer of the OTRS.

autosave for tickets, LDAP, ticket templates,

. It’s interface in many aspects copies Zendesk with all it’s pros and cons.

Android app providing basic features - could not find an iOS app.

Znuny

Perl ? | Repo

Docs

Roadmap

A fork of OTRS community edition

Channel: web, email, phone. Add-ons for messenger…

Used by Wikipedia - referred internally as VRT (Volunteer Response team)

itop (combodo)

created to manage shared infrastructures

SpiceWorks help desk

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

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