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What is PHP Support Tickets?
PHP Support Tickets allow developers to integrate a simple helpdesk system designed to contact support staff directly. They can also set their ticket priority and manage different support tickets. PHP Support Tickets is essentially a PHP script that can easily be implemented on most sites and servers. It is flexible, free to use and relies on email.
Support ticket systems, also known as issue tracking systems, trouble ticket systems and incident ticket systems, are designed to provide organisations with a simple way of tracking issues reported by customers or staff members.
They also help organisations maintain a database containing information on each request, thus helping analyse and detect frequently occurring issues. This database can also be leveraged by support teams to provide quick solutions for reported problems, simply by looking up how similar problems were dealt with in the past.
Simplicity at its best
Sometimes less really is more. A single-admin system like PHP Support Tickets could be the solution to your helpdesk needs, especially if you do not plan to spend money on a commercial package.
Built in the PHP Hypertext Preprocessor (PHP) scripting language, this simple script gives customers visiting your site a quick and easy way to register for an account, create a helpdesk ticket, and monitor it all the way from creation to completion. All traffic is managed by email, and users will receive updates per their preferences as the conversation progresses.
Attachments are supported, making it easy for customers and moderators to provide a screenshot or support document along with their update to the thread. Users can only see tickets they create, while the other two classes of user, Admin and Moderator, have system-wide control for better ticket management and transparency.
PHP Support Tickets system requirements and installation
PHP Support Tickets is free to download and install, and is compatible with Windows servers and Linux servers.
Since it is just a simple script that can be added to your existing installation, PHP Support Tickets should work on any hosted or dedicated server that supports PHP and has at least one MySQL database available for application data.
Many hosts provide PHP Support Tickets as an optional customer support system even on the most basic hosting plans. Installing PHP Support Tickets is usually not a problem, since many hosts enable automatic installs via Fantastico de Luxe and other similar services.
Alternatively you can download and install the script on your own, which shouldn’t be difficult even for novices. You just need to download the archive installation package, unzip it and install.
Since PHP and an SQL database are the only server side requirements, you should be able to install PHP Support Tickets on the vast majority of servers.
PHP Support Tickets alternatives
There are a number of popular support ticketing systems that can be employed in case you are not a fan of PHP Support Tickets.
One of the more popular alternatives is osTicket, which uses a similar approach. It can integrate inquires created via email, web forms and even phone calls into a single platform and like PHP Support tickets it is completely free.
The Open source Ticket Request System (OTRS or ‘trouble ticket system’) can also manage phone calls and emails. It allows for further integration with your internal IT, billing and helpdesk services.
Simple Ticket is designed for IT support companies that have to deal with multiple clients, but can also be used internally. It’s written using Ruby on Rails and uses Ajax.
Another PHP-based ticketing system is eTicket, which supports skins and UI tweaks, allowing you to match the overall look of your site.
All of these systems have certain advantages and shortcomings, so if you are new to this space, we suggest you do a bit of research before choosing one.