Ticket System [OT]

[Jonathan Hutchins]

Patric, you give some details on things like how you want buttons to respond, 
but no overview on what you're tracking.

You say you have 400 clients and are tracking  "system problems" and "customer 
complaints".

What service are you providing?  Are you supporting a software product?  Are 
you the help desk for a corporation, handling all support for diverse 
departments?

If you're providing general hardware support, how common is the hardware 
platform you're supporting?  

If you're supporting software, are you responsible for the entire software 
install on numerous PC's, or only the performance of one application?

Do "customer complaints" involve system problems, ordering problems, 
unsatisfactory merchandise, unsatisfactory service or support?


What do you hope to get OUT of the tracking system?  Do you just need to have 
opened and closed dates for tickets?  Do you need to have a routing system to 
assign them to appropriate technicians and departments?  Are you hoping to 
mine the data for common problems to allow you to pool solutions rather than 
rediscover them each time a problem occurs?


You could knock a basic ticket database together in about fifteen minutes with 
MySQL and PHP.