status: DRAFT
Selected
Considered
Must have a REST API
reference: https://freescout.net/blog/open-source-helpdesk-system/
Git | Ruby | |
Faveo - community edition | Clear Open source commitment | |
PHP | ||
OSticket | ||
FreeScout | Clone of Help Scout PHP |
Discarded
itop (combodo) | created to manage the complexity of shared infrastructures | |
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.”
A help desk is considered to be focused on break-fix (what ITIL calls incident management).