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8 Ways to Compare Open Source Ticketing Systems


Do you want to have the best open source ticketing system for your organization? Then you need to compare the available systems before you make your decision. Selecting a ticketing system for any organization entails making a crucial decision that shouldn’t be taken lightly. A ticketing system is web based package or computer software that maintains and manages numerous communications in an organization. It is commonly used by an organization to resolve and update progress on the reported customer issues. 

Currently, there are three versions of ticketing systems. These are the open source version, custom version, and the paid version. An organization that doesn’t want to spend unnecessary capital for a ticketing system uses an open source version. Today, there are numerous brands of the open source version that are being used even by big companies. Nevertheless, it’s important to compare the available open source systems so that you can choose an open source ticket system that will do a great, professional job for your organization. 

Here are different ways to compare open source ticket systems: 

1.    Security

A major reason for choosing an opensource help desk system is to limit the cost for your organization. However, you don’t want to do this at the expense of your organization and customers’ security. Usually, support provision involves exchange of sensitive and private data. That’s why you should compare security measures that different systems have in place. For instance, some systems come with a verification process. It’s after completing this process that an organization is granted a verification logo. The verification process may include checking the external software piece to ensure that it’s fully functional. Verification is free for some systems while others charge a fee for it. Nevertheless, finding out what security measures a system has in place is one of the best ways to compare the available open source ticketing systems. An ideal system should generally use encryption methods and a secure connection like SSL for all data transfers and communications. 

2.    Features 

Features are the distinguishing elements of free ticketing systems. Some of these systems come with automatic ticket assignments that are based on rules, unlimited full history access for every existing ticket, and the ability to reopen and close tickets at will, among others. It’s important to note that these and other features are not found in all systems. Therefore, compare the features of the available systems, including features that enhance internal customer support. Don’t settle for a system that doesn’t provide the control level that your organization needs. Ideally, gather your support team to discuss the challenges that they are facing. Choose a system that comes with features that will enable them to overcome the challenges while streamlining the support process. 

3.    Customizability

Compare the levels of customization that are allowed by different ticketing systems. Basically, weigh your options in terms of customizability depending on the needs of your organization. For instance, your organization and customers may need an open source ticketing system that can be tweaked to suit their different needs. Generally, this is possible because the software has an open code. However, an ideal system should enable you to do this with ease by simply modifying it or adding the required functionality. Therefore, compare the available systems to choose one that allows you more freedom and control. 

4.    Quality

The overall quality of a ticketing system is also a crucial comparison factor. Generally, compare the available systems to choose a responsive and easy-to-use system with great user interface and functionalities. A great ticketing system is not about developers giving users what in their opinion is good for them. It’s about involving users in the development of what they really want. This collaboration is what leads to the development of superior free ticketing systems. In fact, technical superiority is a typical reason why many enterprises prefer open source software. 

5.    Support options

You need a help desk system to provide both external and internal customer service. However, your organization needs support to run the system effectively and efficiently. It’s therefore important to compare support options for different ticketing systems. Generally, open source software provides free support since the software itself is free. Most open source systems have vibrant communities via which users get support. For instance, a help desk software can have an online community with awesome forums, documentation, forges, mailing lists, newsgroups, live chats and wikis. There are also commercial support providers that are very active and responsive when providing support to open source software users. That’s because they derive revenue from providing support to open source software users. 

6.    Implementation and management

Is an open source help desk ticketing system easy to implement and manage? You don’t want to choose a free ticketing system then spend a lot of money in its implementation and management. Therefore, compare the available systems to choose a system that is easy to implement and manage. This is particularly important if your organization is running on a tight budget and it does not have an IT support team. That means you must choose a system that won’t give you trouble. 

7.    Growth potential

Your organization is growing. That means you have a growing customer base. It’s therefore important that you choose a system that will accommodate the needs of your organization including its growing customer base. Compare the ability of different systems to accommodate the needs of organizations of varying sizes. Ideally, choose a system that will accommodate the needs of your organization at different stages depending on its growth projections. 

8.    Branding

A branded open source ticket system enables customers to recognize your organization. It convinces them that your organization is receiving their requests. Therefore, compare the available systems to determine their branding options. Some systems allow users to add color schemes, logo and fonts that suit their brands. Others allow organizations to include email templates and links as well. 

Generally, there are many free ticketing systems in the current market. Use these points to compare them so that you can choose the most appropriate open source ticketing system for your organization. 

 

 

 

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