open source

Market Place / Customer Support / Support Incident Tracker

Support Incident Tracker

Support Incident Tracker Get Started
  • Customer Support
  • 4.0
  • 10.16 MB

Support Incident Tracker (or SiT!) is a Free Software/Open Source (GPL) web based application which uses PHP and MySQL for tracking technical support calls/emails (also commonly known as a 'Help Desk' or 'Support Ticket System'). Manage contacts, sites, technical support contracts and support incidents in one place. Send emails directly from SiT!, attach files and record every communication in the incident log. SiT is aware of Service Level Agreements and incidents are flagged if they stray outside of them.

  • Web based: easy to install and use
  • Incidents can be shared between engineers to encourage team working
  • Incidents can be assigned Low, Medium, High or Critical priority depending on customer impact
  • Log of customer communication and engineer actions with each incident
  • Knowledge Base
  • Tasks List
  • Engineer/user profiles
  • LDAP Integration (Support for Active Directory, eDirectory, openLDAP)
  • Configurable list of engineer skills which can be used for sharing incidents amongst engineers with similar skills
  • Dashboard, including installable components such as RSS Feeds and Statistics
  • Fast search facility, including full text searching
  • Reporting
  • Multiple language support, currently 13 translations and counting
  • Extensible via plugins