I manage about 60 laptops on my work ( it's a navy ship ) . I have a SS site already up and running for 6 months now... Is there anybody whos has some kinda ticket system on there ss site. I want to be able to use my site as some kind of HelpDesk. So if someone on my ship has a problem with his Laptop, printer or whatever, they can issue a ticket to me. I know they can send an email thru exchange server, i just think it would be nice if it was integrated in SS.
you can create a support page with UserDefinedForm module, and set the form fields you need. In this way your clients go to your site > Support > Submit form : enter required fields; name , id, describing the problem, priority, ... clients messages are sent to an email that you set in the module's configurations.
UserDefinedForms is great for a basic ticketing system. However if you're gonna be handling a lot of requests and need more robust organizational and display controls, then I'd recommend building a custom ticketing system that includes notifications and alerts about pending/outstanding tickets.
another free ticket system is Hesk. I didn't tried it but I just saw the demo, it's fast and has many features like custom fields, Knowledge-base, stuff and teams.. However, I think these systems are meant for organizations with a support team, but not for someone looking for a simple way to answer one or 2 emails a day.. I think a contact form would suffice to handle 50 laptops, with their occasional problems.. so for me it depends on how many emails you recieve per day
Well the key feature of a ticketing system is to record the log of progress on a ticket and to allow clients to respond via email - they don't like having to login into the system each time to respond. And when they start saying "your system caused all these problems and you never responded" it is nice to pull up all the tickets, show you actually did respond to the issues promptly and that most of them were in fact not down to any error of your own.