Re: FN-FORUM: Ticket logging software

date posted 16th August 2007 15:56

We use a dedicated helpdesk tool called SmarterTicket. This is used by
the helpdesk team (1st line support) and then mantis is used as a
2nd/3rd line support to manage actual issues and new feature requests.

We hook into the SmarterTicket database so when looking at a user, we
can also see what smarter ticket communications have been made. We
combine this with any CMS emails sent to the user to get a complete
picture of all communications.

Mantis is used to prioritise 'internal' tickets and keep track of
technical discussions (i.e. we may discuss a feature with a manager,
then request the manager raises a ticket in mantis describing the
feature). Dev manager then hands out the tickets.

Sorry this was a longer explanation than I really have the time to write
about :)

FYI
http://www.smartertools.com/Products/SmarterTicket/Overview.aspx

1st line support is usually a very specialised market and very very
different to 2nd/3rd line support. 1st line has to deal with complete
idiots who always think they are right :)

Adam


Dom Latter wrote:
> On Thursday 16 August 2007 12:43:14 Adam Reynolds wrote:
>
>> I'll second mantis. Very good product.
>>
>
> Yep, it's a great bug-tracker, but it's not a helldesk support ticket
> tracker doodah.
>
>