Comparison of help desk issue tracking software
Encyclopedia
This article is a comparison of notable issue tracking system
s used primarily for help desk
s and service desk
s rather than for bug tracking
or project management
.
Issue tracking system
An issue tracking system is a computer software package that manages and maintains lists of issues, as needed by an organization...
s used primarily for help desk
Help desk
A help desk is an information and assistance resource that troubleshoots problems with computers or similar products. Corporations often provide help desk support to their customers via a toll-free number, website and e-mail. There are also in-house help desks geared toward providing the same kind...
s and service desk
Service Desk (ITSM)
A Service Desk is a primary IT service called for in IT service management as defined by the Information Technology Infrastructure Library . It is intended to provide a Single Point of Contact to meet the communication needs of both Users and IT employees. But also to satisfy both Customer and IT...
s rather than for bug tracking
Bug tracking system
A bug tracking system is a software application that is designed to help quality assurance and programmers keep track of reported software bugs in their work. It may be regarded as a type of issue tracking system....
or project management
Project management
Project management is the discipline of planning, organizing, securing, and managing resources to achieve specific goals. A project is a temporary endeavor with a defined beginning and end , undertaken to meet unique goals and objectives, typically to bring about beneficial change or added value...
.
| System | Creator | License | Implementation language(s) | Back end | Launch Date |
|---|---|---|---|---|---|
| FIT Issue Management FIT Issue Management FIT is an enterprise-wide issue management platform created by Chris Justus and developed by the team at Alcea Technologies. Web-based, the FIT system is built on Java and can be installed on any platform including Windows, Unix and Mac webservers... |
Alcea Technologies | Proprietary | Java Java (programming language) Java is a programming language originally developed by James Gosling at Sun Microsystems and released in 1995 as a core component of Sun Microsystems' Java platform. The language derives much of its syntax from C and C++ but has a simpler object model and fewer low-level facilities... |
flat-file, optional extension for MS SQL, MySQL MySQL MySQL officially, but also commonly "My Sequel") is a relational database management system that runs as a server providing multi-user access to a number of databases. It is named after developer Michael Widenius' daughter, My... , Oracle Oracle database The Oracle Database is an object-relational database management system produced and marketed by Oracle Corporation.... (via JDBC Java Database Connectivity Java DataBase Connectivity, commonly referred to as JDBC, is an API for the Java programming language that defines how a client may access a database. It provides methods for querying and updating data in a database. JDBC is oriented towards relational databases... ) |
2004 |
| GLPI GLPI GLPI, an initialism for Gestionnaire libre de parc informatique , is a free trouble ticket system software that anyone can use to build up a database with an inventory for computer equipment... |
INDEPNET | GPL | PHP PHP PHP is a general-purpose server-side scripting language originally designed for web development to produce dynamic web pages. For this purpose, PHP code is embedded into the HTML source document and interpreted by a web server with a PHP processor module, which generates the web page document... |
MySQL MySQL MySQL officially, but also commonly "My Sequel") is a relational database management system that runs as a server providing multi-user access to a number of databases. It is named after developer Michael Widenius' daughter, My... |
2003 |
| HEAT Heat (software) HEAT is a commercial help desk issue management software suite produced by FrontRange Solutions. According to FrontRange staff, HEAT stands for Helpdesk Expert Automation Tool.- Architecture :... |
FrontRange Solutions FrontRange Solutions FrontRange Solutions Inc. is a midrange developer of CRM, Communication management and IT Service Management software with worldwide headquarters in Pleasanton, CA.-History:... |
Proprietary | |||
| IssueBurner | Webyog | Proprietary, Free 30-day trial | PHP PHP PHP is a general-purpose server-side scripting language originally designed for web development to produce dynamic web pages. For this purpose, PHP code is embedded into the HTML source document and interpreted by a web server with a PHP processor module, which generates the web page document... |
MySQL MySQL MySQL officially, but also commonly "My Sequel") is a relational database management system that runs as a server providing multi-user access to a number of databases. It is named after developer Michael Widenius' daughter, My... |
2010 |
| iSupport | GWI Software, Inc. | Proprietary, Commercial, Source Code License available | ASP.NET ASP.NET ASP.NET is a Web application framework developed and marketed by Microsoft to allow programmers to build dynamic Web sites, Web applications and Web services. It was first released in January 2002 with version 1.0 of the .NET Framework, and is the successor to Microsoft's Active Server Pages ... , XHTML XHTML XHTML is a family of XML markup languages that mirror or extend versions of the widely-used Hypertext Markup Language , the language in which web pages are written.... , C# |
Microsoft SQL Server Microsoft SQL Server Microsoft SQL Server is a relational database server, developed by Microsoft: It is a software product whose primary function is to store and retrieve data as requested by other software applications, be it those on the same computer or those running on another computer across a network... |
2000 |
| IssueNet IssueNet IssueNet is an issue management software product used by organizations to track and manage issues within or across different business units. Notable examples of such solutions include help desk ticketing, IT change management, software defect tracking, and organizational problem tracking;... |
Elsinore Technologies Inc. | Proprietary | ASP.NET ASP.NET ASP.NET is a Web application framework developed and marketed by Microsoft to allow programmers to build dynamic Web sites, Web applications and Web services. It was first released in January 2002 with version 1.0 of the .NET Framework, and is the successor to Microsoft's Active Server Pages ... , C#, C++ C++ C++ is a statically typed, free-form, multi-paradigm, compiled, general-purpose programming language. It is regarded as an intermediate-level language, as it comprises a combination of both high-level and low-level language features. It was developed by Bjarne Stroustrup starting in 1979 at Bell... |
SQL Server Microsoft SQL Server Microsoft SQL Server is a relational database server, developed by Microsoft: It is a software product whose primary function is to store and retrieve data as requested by other software applications, be it those on the same computer or those running on another computer across a network... |
|
| IssueTrak IssueTrak IssueTrak is a web-based software application that is used by small to large-sized businesses for help desk, issue tracking, customer support, and process management.... |
IssueTrak Inc. | Proprietary, On-Premises and Hosted | ASP ASP ASP may refer to:-Electronics:* Analog signal processing, processing electronic signals that represent continuous variables by use of analog circuitry* Anti-skip protection or electronic skip protection, a protection of an audio compact disc playback... , Javascript JavaScript JavaScript is a prototype-based scripting language that is dynamic, weakly typed and has first-class functions. It is a multi-paradigm language, supporting object-oriented, imperative, and functional programming styles.... |
Microsoft SQL Server Microsoft SQL Server Microsoft SQL Server is a relational database server, developed by Microsoft: It is a software product whose primary function is to store and retrieve data as requested by other software applications, be it those on the same computer or those running on another computer across a network... |
2000 |
| Kayako SupportSuite Kayako Kayako is a developer and vendor of proprietary help desk and customer support software. Kayako's products available either as a SaaS or standard, boxed product.- History :... |
Kayako Kayako Kayako is a developer and vendor of proprietary help desk and customer support software. Kayako's products available either as a SaaS or standard, boxed product.- History :... |
Proprietary, some parts GPL | PHP PHP PHP is a general-purpose server-side scripting language originally designed for web development to produce dynamic web pages. For this purpose, PHP code is embedded into the HTML source document and interpreted by a web server with a PHP processor module, which generates the web page document... |
MySQL MySQL MySQL officially, but also commonly "My Sequel") is a relational database management system that runs as a server providing multi-user access to a number of databases. It is named after developer Michael Widenius' daughter, My... |
2001 |
| Liberum Help Desk Liberum Help Desk Liberum Help Desk is web-based, help desk software used for tracking support cases within an IT or technical support department. It handles the automatic routing of tickets and notifies the end user of updates or solutions to their cases. Liberum Help Desk is released under an open source... |
Doug Luxem | GPL | ASP Active Server Pages Active Server Pages , also known as Classic ASP or ASP Classic, was Microsoft's first server-side script engine for dynamically-generated Web pages. Initially released as an add-on to Internet Information Services via the Windows NT 4.0 Option Pack Active Server Pages (ASP), also known as Classic... |
SQL Server Microsoft SQL Server Microsoft SQL Server is a relational database server, developed by Microsoft: It is a software product whose primary function is to store and retrieve data as requested by other software applications, be it those on the same computer or those running on another computer across a network... , Access Microsoft Access Microsoft Office Access, previously known as Microsoft Access, is a relational database management system from Microsoft that combines the relational Microsoft Jet Database Engine with a graphical user interface and software-development tools. It is a member of the Microsoft Office suite of... |
|
| ManageEngine ServiceDesk Plus ManageEngine ServiceDesk Plus ManageEngine ServiceDesk Plus is a complete web based and ITIL ready service desk software package with integrated asset management. It is developed by ManageEngine of ZOHO Corporation... |
ZOHO Corporation ZOHO Corporation ZOHO Corporation founded in 1996, is located in Pleasanton, California, United States of America. The company started as a network framework provider for telecom equipment vendors. In 2003, ZOHO Corp diversified into IT Management software with ManageEngine... |
Proprietary | Java Java (programming language) Java is a programming language originally developed by James Gosling at Sun Microsystems and released in 1995 as a core component of Sun Microsystems' Java platform. The language derives much of its syntax from C and C++ but has a simpler object model and fewer low-level facilities... |
MySQL MySQL MySQL officially, but also commonly "My Sequel") is a relational database management system that runs as a server providing multi-user access to a number of databases. It is named after developer Michael Widenius' daughter, My... Microsoft SQL Server Microsoft SQL Server Microsoft SQL Server is a relational database server, developed by Microsoft: It is a software product whose primary function is to store and retrieve data as requested by other software applications, be it those on the same computer or those running on another computer across a network... |
Unknown |
| Mojo Helpdesk Mojo Helpdesk Mojo Helpdesk is web-based on-demand, help desk and issue tracking application used for tracking customer support cases within an organization, usually the IT or customer service department. Mojo Helpdesk tracks customer satisfaction by computing a number based on customer ratings called the Mojo... |
Metadot | online / hosted only | Ruby on Rails Ruby on Rails Ruby on Rails, often shortened to Rails or RoR, is an open source web application framework for the Ruby programming language.-History:... |
MySQL MySQL MySQL officially, but also commonly "My Sequel") is a relational database management system that runs as a server providing multi-user access to a number of databases. It is named after developer Michael Widenius' daughter, My... |
2006 |
| Numara Track-It! | Numara Software Numara Software Numara Software is a software company based in Tampa, Florida which makes IT service and asset management software, targeted at network management and business process managers.- Products :... |
Proprietary | Unknown | SQL Server Microsoft SQL Server Microsoft SQL Server is a relational database server, developed by Microsoft: It is a software product whose primary function is to store and retrieve data as requested by other software applications, be it those on the same computer or those running on another computer across a network... |
2001 |
| OTRS OTRS OTRS, an initialism for Open-source Ticket Request System, is a free and open-source trouble ticket system software package that a company, organization, or other entity can use to assign tickets to incoming queries and track further communications about them... |
otrs.org | AGPL | Perl Perl Perl is a high-level, general-purpose, interpreted, dynamic programming language. Perl was originally developed by Larry Wall in 1987 as a general-purpose Unix scripting language to make report processing easier. Since then, it has undergone many changes and revisions and become widely popular... |
MySQL MySQL MySQL officially, but also commonly "My Sequel") is a relational database management system that runs as a server providing multi-user access to a number of databases. It is named after developer Michael Widenius' daughter, My... , PostgreSQL PostgreSQL PostgreSQL, often simply Postgres, is an object-relational database management system available for many platforms including Linux, FreeBSD, Solaris, MS Windows and Mac OS X. It is released under the PostgreSQL License, which is an MIT-style license, and is thus free and open source software... , Oracle Oracle Database The Oracle Database is an object-relational database management system produced and marketed by Oracle Corporation.... , SQL Server Microsoft SQL Server Microsoft SQL Server is a relational database server, developed by Microsoft: It is a software product whose primary function is to store and retrieve data as requested by other software applications, be it those on the same computer or those running on another computer across a network... |
2001 |
| Plain Ticket Plain Ticket Plain Ticket : Remotely-hosted, web-based issue tracking system, also called a Help Desk system. Plain Ticket allows any department in a company that is responsible for answering customers requests, to answer these, and to track those requests until they are resolved.... |
Turbine interactive | Proprietary, online, hosted. | Java Java (programming language) Java is a programming language originally developed by James Gosling at Sun Microsystems and released in 1995 as a core component of Sun Microsystems' Java platform. The language derives much of its syntax from C and C++ but has a simpler object model and fewer low-level facilities... |
MySQL MySQL MySQL officially, but also commonly "My Sequel") is a relational database management system that runs as a server providing multi-user access to a number of databases. It is named after developer Michael Widenius' daughter, My... |
2011 |
| Remedy Action Request System Action Request System BMC Remedy Action Request System is a client–server software application development environment from BMC Software . Action Request System uses a third party database for storing data in tables... |
BMC Software BMC Software BMC Software, Inc. is a multinational corporation specializing in Business Service Management software, with record annual revenue in fiscal 2009 of $1.87 billion... |
Proprietary | Sybase Sybase Sybase, an SAP company, is an enterprise software and services company offering software to manage, analyze, and mobilize information, using relational databases, analytics and data warehousing solutions and mobile applications development platforms.... , MS SQL Server, Oracle Oracle database The Oracle Database is an object-relational database management system produced and marketed by Oracle Corporation.... |
1992 | |
| Request Tracker Request Tracker Request Tracker, commonly abbreviated to RT, is a ticket-tracking system written in Perl used to coordinate tasks and manage requests among a community of users. RT's first release in 1996 was written by Jesse Vincent, who later formed Best Practical Solutions LLC to distribute, develop, and... |
Best Practical Solutions, LLC | GPL | Perl Perl Perl is a high-level, general-purpose, interpreted, dynamic programming language. Perl was originally developed by Larry Wall in 1987 as a general-purpose Unix scripting language to make report processing easier. Since then, it has undergone many changes and revisions and become widely popular... |
MySQL MySQL MySQL officially, but also commonly "My Sequel") is a relational database management system that runs as a server providing multi-user access to a number of databases. It is named after developer Michael Widenius' daughter, My... , PostgreSQL PostgreSQL PostgreSQL, often simply Postgres, is an object-relational database management system available for many platforms including Linux, FreeBSD, Solaris, MS Windows and Mac OS X. It is released under the PostgreSQL License, which is an MIT-style license, and is thus free and open source software... , Oracle Oracle Database The Oracle Database is an object-relational database management system produced and marketed by Oracle Corporation.... |
1999-10-13 |
| SimpleDesk SimpleDesk SimpleDesk is a full-featured help desk solution based as a modification for the popular internet forum software Simple Machines Forum. It provides a fully integrated ticket based help desk solution, with the capability to have the forum and have full ticket to topic and back functionality, or run... |
SimpleDesk Team | BSD BSD licenses BSD licenses are a family of permissive free software licenses. The original license was used for the Berkeley Software Distribution , a Unix-like operating system after which it is named.... |
PHP PHP PHP is a general-purpose server-side scripting language originally designed for web development to produce dynamic web pages. For this purpose, PHP code is embedded into the HTML source document and interpreted by a web server with a PHP processor module, which generates the web page document... |
MySQL MySQL MySQL officially, but also commonly "My Sequel") is a relational database management system that runs as a server providing multi-user access to a number of databases. It is named after developer Michael Widenius' daughter, My... |
2009-12-31 |
| Spiceworks Spiceworks Spiceworks is a software development company headquartered in Austin, Texas. It was formed in early 2006 by Scott Abel, Jay Hallberg, Greg Kattawar, and Francis Sullivan to provide a Facebook-like community integrated with a free ad-supported IT systems management, inventory, and help desk... |
Spiceworks IT Software | Proprietary; free for use | Ruby on Rails Ruby on Rails Ruby on Rails, often shortened to Rails or RoR, is an open source web application framework for the Ruby programming language.-History:... |
sqlite SQLite SQLite is an ACID-compliant embedded relational database management system contained in a relatively small C programming library. The source code for SQLite is in the public domain and implements most of the SQL standard... |
2006 |
| Supportworks Supportworks Supportworks is an issue tracking system designed for use in help desk and information technology environments. Two branches of the software are developed concurrently, Supportworks ITSM, a certified Information Technology Infrastructure Library compatible IT service management solution, and... |
Hornbill Systems | Proprietary | Visual C++ Visual C++ Microsoft Visual C++ is a commercial , integrated development environment product from Microsoft for the C, C++, and C++/CLI programming languages... and PHP PHP PHP is a general-purpose server-side scripting language originally designed for web development to produce dynamic web pages. For this purpose, PHP code is embedded into the HTML source document and interpreted by a web server with a PHP processor module, which generates the web page document... |
MS SQL, MySQL MySQL MySQL officially, but also commonly "My Sequel") is a relational database management system that runs as a server providing multi-user access to a number of databases. It is named after developer Michael Widenius' daughter, My... , Oracle Oracle database The Oracle Database is an object-relational database management system produced and marketed by Oracle Corporation.... , Sybase Adaptive Server Enterprise Adaptive Server Enterprise is Sybase Corporation's flagship enterprise-class relational model database server product. ASE is predominantly used on the Unix platform but is also available for Windows.-History:... |
1994 |
| SysAid SysAid Technologies SysAid Technologies is a leading global developer and provider of IT Service Management and Customer Service Support software. SysAid’s solutions are used in more than 60,000 organizations worldwide, spanning a broad range of industries and company sizes... |
SysAid Technologies | Proprietary | 2002 | ||
| TechExcel ServiceWise TechExcel ServiceWise TechExcel ServiceWise is a customizable helpdesk and IT Service Management solution that enables automation and streamlining of IT services and help desk activities with configurable workflows, process management, email notifications, and a searchable knowledgebase. It is developed by TechExcel... |
TechExcel | Proprietary | C++ C++ C++ is a statically typed, free-form, multi-paradigm, compiled, general-purpose programming language. It is regarded as an intermediate-level language, as it comprises a combination of both high-level and low-level language features. It was developed by Bjarne Stroustrup starting in 1979 at Bell... |
MSSQL | Unknown |
| Tracker Tracker (business software) Tracker is a family of business software products, developed by Automation Centre. Each product includes applications for various business processes. While these products share a similar process framework, they differ in platform deployment.-Products:... |
Automation Centre | Proprietary | Groupware, requires Lotus Notes Lotus Notes Lotus Notes is the client of a collaborative platform originally created by Lotus Development Corp. in 1989. In 1995 Lotus was acquired by IBM and became known as the Lotus Development division of IBM and is now part of the IBM Software Group... |
IBM Lotus Domino IBM Lotus Domino Lotus Domino is an IBM server product that provides enterprise-grade e-mail, collaboration capabilities, and a custom application platform. Domino began life as Lotus Notes Server, the server component of Lotus Development Corporation's client-server messaging technology. It can be used as an... |
2001 |
| TrackerSuite.Net Tracker (business software) Tracker is a family of business software products, developed by Automation Centre. Each product includes applications for various business processes. While these products share a similar process framework, they differ in platform deployment.-Products:... |
Automation Centre | Proprietary | C# | MS SQL | 2006 |
| Tracker PhaseWare Tracker PhaseWare Tracker is a customer support managment software application developed by the McKinney, Texas-based company PhaseWare. The application is used for ticketing, customer management, internal management, workflow automation, and certain billing tasks... |
PhaseWare | Proprietary | .NET .NET .NET may refer to:* .NET Framework, a software framework by Microsoft* .net, a top-level domain* .net * .NET Passport, an old name for Windows Live ID* .NET Messenger Service... |
MS SQL | 2006 |
| Web Help Desk Web Help Desk Web Help Desk is a web-based, help desk software used for tracking support requests for enterprises and educational institutions. While primarily used by Information Technology departments, the software is utilized in other support environments... |
MacsDesign Studio, LLC | Proprietary | Java Java (programming language) Java is a programming language originally developed by James Gosling at Sun Microsystems and released in 1995 as a core component of Sun Microsystems' Java platform. The language derives much of its syntax from C and C++ but has a simpler object model and fewer low-level facilities... |
OpenBase OpenBase OpenBase SQL is a relational database server software, originally developed for the OpenStep platform. First released in 1991, OpenBase is available today for several platforms, although the bulk of its users are on Mac OS X... , MySQL MySQL MySQL officially, but also commonly "My Sequel") is a relational database management system that runs as a server providing multi-user access to a number of databases. It is named after developer Michael Widenius' daughter, My... , SQL Server Microsoft SQL Server Microsoft SQL Server is a relational database server, developed by Microsoft: It is a software product whose primary function is to store and retrieve data as requested by other software applications, be it those on the same computer or those running on another computer across a network... , PostgreSQL PostgreSQL PostgreSQL, often simply Postgres, is an object-relational database management system available for many platforms including Linux, FreeBSD, Solaris, MS Windows and Mac OS X. It is released under the PostgreSQL License, which is an MIT-style license, and is thus free and open source software... , Oracle Oracle Database The Oracle Database is an object-relational database management system produced and marketed by Oracle Corporation.... |
1999 |