Toolserver:easyTicket
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Currently, we use JIRA for email ticketing. Before that, we used OTRS. Neither of these are very good. I'd like a new ticket system that's easy to use (for both users and admins), but also featureful.
Since one doesn't seem to exist, I will write one instead: easyTicket. easyTicket is vaguely based on LiveJournal's support system (which is very easy to use), but with additional functionality to support more general users.
Design goals:
- The most common operations, viewing tickets in a queue and replying, should have a very fast workflow. It should be possible to reply to a ticket directly on the view page without having to click another link (both OTRS and JIRA require this)
- All the replies to a ticket should be shown on one page, not one per page like OTRS
- It should be easy for new users to learn and use.
Possible features:
- reply to tickets via email (like RT)
- should be integrated with toolserver auth (either LDAP or Crowd)
- stock reply templates
- receive tickets via pipe, or pop3/imap
- spam filter? (this should probably be handled externally, but some kind of integration would an external filter would be nice)
- ability to link related or duplicate tickets
- should be obvious when a reply goes to a user and when it's an internal comment (OTRS does this, but it's difficult in JIRA)
- when a ticket is cc'd to multiple queues, automatically link the tickets
- integrated with MediaWiki?
Things people would like to see in OTRS (from IRC):
- the ability to use a reply template from another queue without having to move the ticket into another queue
- a faster search mechanism
- the ability, after replying to a ticket, to go back to it and view it (rather than being returned to the queue it originated in)
- a way to more easily cancel the locking and ownership-taking of a ticket that you change your mind about replying to
- instead of waiting for it to timeout
- a way to set owner=root@localhost rather than simply unlocking a ticket and having to leave it saying im the owner
- a better stats interface
- some way to manually edit the junk filter, to add recurring spam templates that it never seems to pick up
- a way to add shortcuts to the edit interface (one which adds http://en.wikipedia.org/wiki/ would be mighty handy)
- sending agents notification emails with their full names, rather than just their first name (I get follow-up notifications for markie and anyone else named Mark)
- a way to send notes to other otrs respondents by clicking their name in the "active" banner
- reply-with-this-template and skip to next ticket in the queue
- and "send this reply, then show me the next ticket"
- send me a notification if a new ticket appears matching X pattern?
- if the ticket has replies, sort by age of original email (and list that) but also list the age of reply. so, basically, in addition to listing the age of the ticket, also list the age of the latest reply
- one-click search emails from this sender
- viewing the template contents without havint to use them for reply, which blocks the mail and makes you owner (AJAXy preview?)
- users should be able to add/change templates without needing to bug the admins about it (configurable).
- adding of tags to messages, to automatically organise in a tree, ie. a mix between gmail tags and subqueues