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Timebooking and Support ticket System for a small Software Consultancy

All,

We are a very small software consultancy who look after handful of end clients. So far we were using a excel/word to take care of the end user issues but now we are in a need of a web enabled support ticket system linked with a time booking for individual users.

I don't know any specific system to this bid it to get information on the open source systems available with following features.

I would prefer an integrated system with Knowledgebase, Time Booking and Support ticket system normally used at Software Houses.

For example :

1. A end user got a problem he would login at this portal and raise a ticket

2. This ticket should be categorised and allowed to a specific queue like Maintenance, New feature, Install etc

3. A ticket should allow user to assign a severity level for response time

4. Once ticket is in a specific queue, a employee should able to assign it to himself or leave it in that queue.

5. A time recording system should be linked at this stage to the ticket to log how much time was spent fixing the problem.

6. Management online/printed reports are must and different options should be provided to list hours spent on projects.

7. A ticket raised should have an option to push details to a knowledgebase which could be accessed by users later.

8. Every update to ticket should be emailed to queue owner/user

These are broad specs and please respond me with your ideas.

Habilidades: Engenharia, MySQL, PHP, Gestão de projetos, Arquitetura de software, Teste de Software, Hospedagem Web, Gestão de Site , Teste de Website

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( 47 comentários ) Northwood, United Kingdom

ID do Projeto: #3012265

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