OSTicket – User Support Ticket System

osTicket is a popularly used support ticket system, the good thing about it is that it is open source which lets you develop and configure it according to your preference. It seamlessly integrates inquiries created via email, phone and web-based forms into a simple easy-to-use multi-user web interface. It works like an all on one solution to all yur online ticketing issues, you can use it to manage, organize and archive all your support requests and responses in one specific place at the same time it also guarantees customer satisfaction, by providing them with the responsiveness they look forward to.

It has a simple three step working procedure:
•    The first step involves the users creating tickets using your website, email, or even your phone.
•    Then the incoming tickets are saved and assigned to the respective agents.
•    If the users have any issues or concerns the agents help them solve it.

Its an ideal software for agents and customers as well as it lets the agents respond to the customers queries in an efficient and effective manner, they are able to provide fast and effective support with out wasting any time.
It provides the following key features:
•    It has a simple and easy installation procedure.
•    Ticket submission by either email or Web-interface
•    It provides an automatic reply that is sent out when a new ticket is opened or a message is received. Template replies
•    Attachment support
•    Internal notes
•    Knowledge base
•    Role-based access
•    It gives you the provision of assigning and transferring tickets to staff

GO4 osTicket