Applications Or Software Exists For Incident Management

 



C-Desk 

C-Desk is a completely free help desk system that includes cross-machine service request
management, manual asset management, knowledge base, image gallery, bulletin board, and logbook.



Freshdesk 

Freshdesk is ranked fourth on Capterra's list of the top 20 helpdesk software vendors. Its free option offers limited features and supports up to three agents.




ngDesk

ngDesk is free ticket management software that does not offer payment plans. All of its functions are available free of charge to an unlimited number of agents.


Outstanding features

ngDesk offers everything you need and includes predefined responses, private chat between agents, and on-call hours. Custom auto-bypass policies allow you to decide in advance when to escalate tickets, as well as the time intervals between referrals, to ensure that unresolved cases continue to be referred until someone on the team responds.



Spiceworks

The free version of Spiceworks, contrary to the usual, is hosted, managed and backed up on your company's server. Hosting on your own servers is usually a premium service that includes product support and updates, but Spiceworks is much simpler: download, install and go.



Outstanding features

  • Free for an unlimited number of agents
  • Active Directory / LDAP Synchronization
  • Mobile integration
  • Support for multiple sites
  • Quick and easy installation on Windows
  • Server monitoring features


Bugzilla


Bugzilla is not sophisticated: it does not allow you to classify tickets according to their importance, or to differentiate them with color codes. But that absence of functions also comes with a clean, simple and easy-to-use interface. It has some advanced functions such as search, which remembers previous searches or editable user profiles. It also offers full email preferences and bug permission features.


Outstanding features


  • Advanced search
  • Remember the search



Mantis Bug Tracker

Mantis Bug Tracker, commonly used for software defect tracking, is also a good open source solution for helpdesks. It is highly configurable and allows agents to decide the notifications they want to receive by email, for example, by defining filters of minimum severity for the notification. Different levels of access can be granted to users and ticket modifications are stored in audit logs.



Outstanding features

  • It allows to define access levels according to project and role
  • Follow up on resolved issues using RSS feeds
  • Review control of text fields and notes
  • Graphs of relationships between problems



osTicket

osTicket allows you to associate SLAs to help topics, departments or ticket filters and to establish alerts and expiration notifications when deadlines are missed. All requests for help and their responses can be accessed from the customer portal.


Outstanding features

  • It allows adding logo, images and videos to tickets.
  • Notes can be added to all ticket actions.
  • Unlimited SLA agreements


OTRS Free

OTRS Free offers email notifications when tickets are created and modified. These can be organized by status (for example, new, open, tracking, derived, pending, in process) or by priority, referral time, SLA, service, or type. The system can report on the number of tickets and the processing time.


Outstanding features

  • Available in 34 languages.
  • Ticket blocking prevents two agents from working on the same case at the same time.
  • Out of office function and viewing of absent agents.
  • Automatic search suggestions.


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Aplicaciones O Software Existe Para La Gestión De Incidencias

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