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An issue tracking system (also ITS, trouble ticket system, support ticket, request management or incident ticket system) is a computer software package that manages and maintains lists of issues. [1] Issue tracking systems are generally used in collaborative settings, especially in large or distributed collaborations, but can also be employed ...
Help desk software is a computer program that enables customer-care operators to keep track of user requests and deal with other customer-care-related issues. [1]Generally, help desk software is part of an umbrella category called the service desk, which includes asset management and IT service management, and the two terms are sometimes used interchangeably.
Notable issue tracking systems, including bug tracking systems, help desk and service desk issue tracking systems, as well as asset management systems, include the following. The comparison includes client-server application, distributed and hosted systems.
This task included setting up a ticketing system for the help desk. Initially he set up a Linux server to run "req", [ 6 ] but later he identified that the command line interface was limiting usage. Over the next two years he created and maintained WebReq, a web based interface for req written in Perl .
The queue manager is responsible for the issue queues, which can be set up in various ways depending on the help desk size or structure. Typically, large help desks have several teams that are experienced in working on different issues. The queue manager will assign an issue to one of the specialized teams based on the type of issue raised.
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OTRS (originally Open-Source Ticket Request System) is a service management suite. The suite contains an agent portal , admin dashboard and customer portal. In the agent portal, teams process tickets and requests from customers (internal or external).
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