In order to streamline support requests and better serve the clients, most web-based businesses utilize a support/helpdesk/ticket system. Below is a quote from Wikipedia about this type of sytems:
The helpdesk software can often be an extremely beneficial tool when used to find, analyze, and eliminate common problems in an organization's computing environment. There are many software applications available to support the helpdesk function. Some are targeting enterprise level helpdesk (rather large) and some are targeting departmental needs.
Cerberus is a fast and flexible CRM toolkit. Remember anything about anybody, reply to a flood of e-mail, quarantine spam, capture feedback organically, track time, flag opportunities, share tasks, and otherwise collaborate efficiently. Free version has 3 workers with some limitations.
Drupal is a free software package that allows an individual or a community of users to easily publish, manage and organize a wide variety of content on a website. Tens of thousands of people and organizations are using Drupal to power scores of different web sites.
The built-in functionality, combined with freely available add-on modules, will enable features of support, helpdesk and ticket systems. Check for the modules urls above the screen-shot.
eTicket is a PHP-based electronic support ticket system that can receive tickets via email (pop3/pipe) or a web form. It also offers a ticket manager with many features. An ideal, easy to use and install helpdesk solution for any website.
eTicket offers many features and can be easily skinned to the look and feel of your website
IRM, the Information Resource Manager, is a powerful web-based asset tracking and trouble ticket system built for IT departments and HelpDesks. It keeps detailed information about each computer, as well as providing a trouble ticket system, an FAQ system, and a Knowledgebase. All elements are interwoven into a seamless web application.
MantisBT is a free popular web-based bugtracking system. It is written in the PHP scripting language and works with MySQL, MS SQL, and PostgreSQL databases and a webserver. MantisBT has been installed on Windows, Linux, Mac OS, OS/2, and others. Almost any web browser should be able to function as a client.
OneOrZero Helpdesk and Task Management System is a powerful enterprise helpdesk system used by companies and groups large and small to manage information and requests in their organization.
osTicket is a widely-used open source support ticket system. It seamlessly integrates inquiries created via email and web-based forms into a simple easy to use multi-user web interface. Easily manage, organize and archive all your support requests and responses in one place while providing your clients with accountability and responsiveness they deserve.
OTRS is an Open source Ticket Request System (also well known as trouble ticket system) with many features to manage customer telephone calls and e-mails. The system is built to allow your support, sales, pre-sales, billing, internal IT, helpdesk, etc. department to react quickly to inbound inquiries.
Redmine is a flexible project management web application. Written using Ruby on Rails framework, it is cross-platform and cross-database. Redmine should run on most Unix, Linux, Mac and Windows systems as long as ruby is available on this platform.
RT (Request Tracker) is an enterprise-grade ticketing system which enables a group of people to intelligently and efficiently manage tasks, issues, and requests submitted by a community of users. RT is used by Fortune 100 companies, government agencies, educational institutions, and development organizations worldwide.
AssetTracker is an add-on module for RequestTracker that helps with inventory tracking. Assets can be associated with RT users and RT tickets
ServiceDesk Plus is a completely web-based, cost-effective help desk and asset management software, that offers an integrated package with Request management, Asset Tracking, Purchasing, Contract management, Self-service portal, and Knowledge Base at a lower price point than the other major vendors. ServiceDesk Plus provides a complete IT help desk solution for increased productivity.
SmarterTicket is built and priced to be both beneficial and accessible to individuals, small businesses, and enterprise-level organizations alike, and is able to support anywhere from one to an unlimited number of agents and an unlimited number of departments for your company. In addition to providing your company with an effective customer support structure, SmarterTicket also offers easy ticket tracking and effective reporting that help you to manage your costs and scheduling.
Trellis Desk is a powerful and robust help desk solution for your business. Improve your company's service by allowing your customers to quickly and easily submit support tickets to your team. Trellis Desk sports a range of advanced features that enable your business to handle customer support more efficiently.
XOOPS is an extensible, easy to use dynamic web content management system written in PHP. XOOPS is the ideal tool for developing small to large dynamic community websites, intra company portals, corporate portals, weblogs and much more.
xHelp module is designed as a user-friendly helpdesk application for the XOOPS portal system.
The extensive feature set of the Web Help Desk software addresses critical IT and support areas, including: Incident and Problem Management, Asset and Desktop Management, Knowledge Management, and Approval Workflow.
The free version of Web Help Desk is a one technician seat version of the Web Help Desk Lite edition, with an unlimited number of end-users. There are NO functionality restrictions with this free version.