HelpDeskZ

HelpDeskZ is a PHP based system software to handle companies’ web sites support tickets. It allows for customers to log concerns, complaints, querys and requests; it includes a knowledge database to decrease the number of tickets; and it is free.

Its main features include the possibility of grouping agents in groups and assigning tickets accordingly; the option to create personalized fields; the capability of performing bluck actions to do several steps with one click; the possibility of creating a knowledge database for customers to review and thus reduce the number of tickets being logged; a section to inform customer of news and upcoming events.

Multi-language is supported. There is an email piping functionality that can be used for customers to create tickets via email and for analysts to provide responses through email also. It is possible to make use of templates personalization with the use of Twig as template engine to easily manage the software’s templates.

It also includes some other basic usual helpdesk software features such as: possibility of assigning priorities for tickets, friendly URLs, email notifications, possibility of attaching files to tickets, SPAM prevention, etc. LoginShare module allows for the application to be integrated with any other application.

It has a customer interface, as well as agents interface, and an administrator interface, all of which are available for demo. In the customer interface, customers can create new tickets, review their existing tickets and read articles from the knowledgeable database. On the support agent and the admin’s interfaces it is possible to work on tickets, and perform configurations of the system.