Help desk/Service desk/Ticketing evaluation 2023
- Rodolfo Melia
- Ricardo Enrique Lujan Hernandez (Unlicensed)
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 | ||
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Open source, active project | obvious… |
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REST API | To generate service request programatically |
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OpenID | to integrate with KeyCloack |
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NICE TO HAVE | ||
Omni channel | support via chat
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Knowledge base |
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Mobile app client |
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Selected
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Considered/ short listed
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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.
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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) |
?????
The following system did not comply with the minimum requirements
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itop (combodo) | created to manage shared infrastructures |
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Discarded
The following system did not comply with the minimum requirements
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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 |
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