status: DRAFT

Pending tasks: ask partners:

UiO: Jira?
ONA: ?

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?”).

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
REST API
LDAP/OpenID
NICE TO HAVE
Omni channel	support via chat, ideally Teams.
Knowledge base
Mobile app client

Selected

Considered/ short listed

Faveo Help Desk /

community edition

PHP | Git | OSL 3.0

Documentation

Apps: web, mobile?
(Laravel framework)

Channels: Web, email???

Describe it as customizable & 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 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.

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.

Zammad

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.

Znuny