Top 10: IT Service Desk (ITSM) системы

Agentic service platform for organizing a unified customer service center and internal business units within an enterprise, utilizing ITIL recommendations. Process automation functionality, as well as handling requests, problems, changes, service levels, configurations, knowledge and releases, enable effective interaction with both external clients and internal departments. The system is flexibly configurable and easily scalable.

Free, open-source ticketing system (written in Perl). Excellent email integration. Supports multiple platforms, databases and LDAP. Many minor details are automated. Flexible reporting, extensive search and user management capabilities. Integration with existing customer and employee databases is possible. The system is easily expandable with additional modules: knowledge base/FAQ, calendar, file manager, ITSM and more.

Free, open-source technical support ticket management system. Ticket acceptance and assignment via email. Customer correspondence regarding tickets. Assignment to the specialist who first responded. SLA monitoring (notifications when the maximum response time has been reached). Support for maintaining a knowledge base (response templates).