JO Ticketing System is a widely-used and trusted open source support ticket system. It seamlessly routes inquiries created via email, web-forms and phone calls into a simple, easy-to-use, multi-user, web-based customer support platform. JOTS┬á comes packed with more features and tools than most of the expensive (and complex) support ticket systems on the market.
Customize the data collected from users when submitting a ticket to help get straight to the issue.
You can create custom lists of data to add to each ticket or specific help topics for clients to choose from when creating a ticket. Custom Fields/Forms/Lists can be added to each web ticket created or only show up when a specific help topic is chosen. They can be configured as best suits your business needs.
Rich Text HTML
Rich text or HTML email, is supported and allows for rich text markup in staff replies and internal notes posted to the ticket thread.
Define rules to route incoming tickets to the right departments or staff members, and action triggers.
Configurable help topics for web tickets. ┬áRoute inquiries without exposing internal departments or priorities.
Agent Collision Avoidance
Ticket locking mechanism to allow staff to lock tickets during response and avoid conflicting or dual responses.
Avoid multiple agents responding to the same ticket at the same time! You set the amount of time the lock remains on a ticket. When a ticket is locked, other staff can not respond to the ticket until the lock expires.
Assign and Transfer
Transfer tickets between departments to make sure it's being handled by the correct staff. Assign tickets to a staff or to a team.
Tickets can be auto-assigned by help topics or departments when they arrive, but what if they need to be reassigned? No problem! You can reassign tickets to staff or a team of staff or transfer to a different department all together. Transfers and assignment notes are logged as internal notes in the ticket thread so you can keep track of where the ticket has been routed to for processing.
Configurable automatic reply sent out when a new ticket is opened or a message is received.
All support requests and responses are archived online. User can login using email and ticket ID. No user account or registration required to submit a ticket.
Get system overview and basic historical statistics on tickets count and status per department, staff and help topics.
Dashboard reports give you an at a glance view at the performance and functionality of your help desk. You can also download and export more ticket detail by performing an advanced search from the ticket queue.