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”What’s 43 Folders?”
43Folders.com is Merlin Mann’s website about finding the time and attention to do your best creative work.

Best help desk trouble ticketing system?

I am the IT administrator for a small business running on all Macs. We have grown large enough now that I require a help desk trouble ticketing system in order to stay organized. I would like to think that a 43folders forum would appreciate an all Mac environment, so I have come here for advice. Thanks to Merlin, I am also a big fan of GTD and it has helped me greatly to do my job so far. So my challenge to you is to recommend a help desk trouble ticketing system that is both Mac friendly and GTD'ish.

Thanks, Craig

htyson's picture

Have you conisdered Drupal?

I just recently read GTD also thanks to Merlin and I have been working with drupal for just over a year now. Drupal is an open source content management system (which, incidentally, powers 43folders) and it is highly configurable. Drupal can run on any lamp server or very easily on any mac running OS X. You could set up an intranet or an internet accessible site where people could login and create and track tickets very easily.

You could use the workflow module to create different statuses for a particular type of content (like a ticket) and you could make these states and their behaviors completely GTD inspired. You can also combine it with the actions module to cause changes in the status of a ticket to send an email automatically or any number of other actions.

You could use the views module to create pages that dynamically show all open tickets, all tickets waiting for a response, all incubating tickets, etc.

I've recently started a small business building drupal sites, contact me through 43folders if you have any questions, I could probably point you in the right direction.




An Oblique Strategy:
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