Support Ticket / Knowledge Base

richkoi · #1 (**permalink**) 02-04-2006, 08:02 PM

What are your recommendations on a support ticket and/or knowledge base system (preferably free or low priced, preferable PHP/MySQL based)?

I have had a look at systems like osTickeet and PeanutKB but would like to find a system that has the support ticket and knowledge base combined in one package.

I appreciate your recommendations,

Thanks,

Rich

ADAM Web Design · #2 (**permalink**) 02-04-2006, 08:52 PM

Cerberus Helpdesk isn't too bad. I don't like that you can't see all your tickets at once, but that may be the way my host has it set up.

Only ever used it as a customer.

flood6 · #3 (**permalink**) 02-04-2006, 09:46 PM

I don't know anything about it, but I saw open ticket request system mentioned earlier today.

My webhost has a really good KB but they've been switching it over to a wiki for customers to use instead. I don't know if you've considered that, but I wonder if this might become the trend. I guess it would depend on how many customers you have and how many of them would be able to use/edit a wiki.

richkoi · #4 (**permalink**) 02-06-2006, 02:53 PM

Thanks for the suggestions. I think I am going to go with OmniStar Kbase. It is a knowledge base system that seems fairly flexible.

The problem now is finding a support ticket system that I can add fields too. osTicket is a nice package except I will have to recode it to add any fields. Any suggestions on a free/cheap ticket system?

**brian.mark** · #5 (**permalink**) 02-06-2006, 05:33 PM

We've been using HelpCenterLive (free) for live chat as well as support ticketing system. I know it also has a knowledgebase built in, but since we don't really know your requirements in a knowledgebase system it's tough to really know if that'll work for you.

I would add that our dual xeon system can't handle tracking both of our websites with the live chat system. We've usually only got a few hundred concurrent visitors on the server at the most, but that machine gets so bogged down logging everything (mostly keyword referrals and pages visited) that the server almost comes to a complete stop at times.

On lower volume websites (50 concurrent users and under) I've never had an issue with it.

Brian.