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perl based support ticket system?

by HuckinFappy (Pilgrim)
on May 25, 2006 at 02:38 UTC ( #551490=perlquestion: print w/replies, xml ) Need Help??

HuckinFappy has asked for the wisdom of the Perl Monks concerning the following question:

I'm investigating various support ticket systems for our use on the job. We develop internal engineering tools in Perl, and have decided we want to move beyond just using email for all our support requests.

We already have a CR tracking system, so this is not for handling bugs, it's for more customer service type requests.

So obviously (to me), since we're never happy with off-the-shelf solutions and will want something flexible, and we're Perl programmers, we'd prefer something Perl based.

There's a requirement for a web interface, but we're flexible

So any good suggestions for us? I appreciate it!


Replies are listed 'Best First'.
Re: perl based support ticket system?
by xdg (Monsignor) on May 25, 2006 at 03:26 UTC

    How about RT by Best Practical? It's not just for CPAN/Perl bugs.


    Code written by xdg and posted on PerlMonks is public domain. It is provided as is with no warranties, express or implied, of any kind. Posted code may not have been tested. Use of posted code is at your own risk.

      Seconded. I use RT w/RTFM for customer support, and it's made my life much, much easier. I am particularly fond of RTFM's canned responses, and have reached the point at which about 20% of my tickets can be resolved with a canned response.
        Hmmm ... i can't decide if above was a sarcastic reply or a genuine one. :-/
Re: perl based support ticket system?
by blahblahblah (Priest) on May 25, 2006 at 05:02 UTC
    I work on a helpdesk / support / issue tracking program written in perl: FootPrints from UniPress Software. I have to admit that the code is far from the prettiest you'll ever see, but that hasn't stopped many of our customers from making minor changes on their own.


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