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 | obvious… | |
REST API | To generate service request programatically | |
LDAP/OpenID | to integrate with KeyCloack | |
NICE TO HAVE | ||
Omni channel | support via chat
| |
Knowledge base | ||
Mobile app client | ||
Selected
Considered/ short listed
Faveo  | Apps: web, mobile? 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… |
 | 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. |
 | 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. |
 | 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) |
Discarded
The following system did not comply with the minimum requirements
itop (combodo) | created to manage shared infrastructures |
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 |