Helpdesk

We’re implementing an internal helpdesk tool at a small business.  We reviewed a lot of the Open Source systems out there and found one that was just like an enterprise-level system but also customizable, runs on LAMP (easy setup/easy maintain), and is pretty popular.

Eventum

It’s used by MySQL as their external product helpdesk.  There were only a few points that we customized and made it a very slick offering for what we need:

1.  Project = Internal
2.  Priority = 1. Can’t Do Business / Mission-Critical to 5.  Project / Scheduled
3.  LDAP integration so people don’t need another password
4.  Email integration = Not perfect out of the box.

After having the system work for us in an all-internal aspect, we’ll look at offering it to our customers as our company helpdesk for our customers.  This could give us a central location to manage project work for both internal and external endeavors and a great point to integrate with our CRM system.  Plus, the per-seat license is $0 since we have LAMP expertise in-house.