I'm loving osTicket. Just installed and playing around with it today. One feature missing from almost every system like this I've tried, is the ability to store a customer's billing/mailing address within the ticket.

This is useful if a tech needs to go on site to resolve the ticket.

Any chance of building a few more fields into the product and database to allow users to store address info?

Suggested fields...

Company: Acme Corporation

Address 1: 123 Main Street

Address 2: Suite 201

City: Small Town

State: NY

Zip: 00000-0000

Country: USA

It would be great to be able to pick a company from the drop down list and have it pre-fill the other fields, and if the company didn't exist, to be able to just type it into the field and have it appear in the drop down on the next open ticket. Even a separate tab to import addresses manually would work, where I could enter the details by hand before opening a ticket, and then select the details I just entered for that company in the drop down in the ticket I would open after creating the customer's information.

Thanks!

I'm loving osTicket. Just installed and playing around with it today. One feature missing from almost every system like this I've tried, is the ability to store a customer's billing/mailing address within the ticket.

I think you're probably looking for a CRM with ticketing/tasks capabilities. Most support system shy away from CRM features because it clouds the product (you end up with a CRM) and are not needed for the most part. That said, we will look into adding mini-CRM component in the future.

Agree with Peter

Definitely agree with Peter on this one! Adding this functionality would become more of a CRM, which would then evolve into Asset Management software, then you eventually get a CMS into the project, and it turns to shit. Too complicated, bulky, and fugly.

i agree that osTicket is best left as a ticketing system. however, i would love to find a quick and user-friendly CRM that integrates with osTicket.

does anyone know of such a product?

cheers,

robin850

a year later

I think you're probably looking for a CRM with ticketing/tasks capabilities. Most support system shy away from CRM features because it clouds the product (you end up with a CRM) and are not needed for the most part. That said, we will look into adding mini-CRM component in the future.

Peter said it right. I have been using OSticket in our company for one year. Its a must have a CRM facility to track the user address and contact. Most of the IT firms now need such a feature. I did a small modification for that . I created a new text field and to put their customer ID, along with posting ticket. I used a javascript to make sure that its not empty. I created a sepereate column in db for that. Now its working fine for me.

But i have a suggestion, why dont we create this CRM feature as a add-on that can be activated or deactivated in the admin panel. I think we might need to add couple of fields like what peter told, in the tickets page, and insert into DB along with the ticket. :)

My 2 Cents

I some what agree with Peter and then i don't....I've been using osTicket for about 6 months and the only totaly drag i've noticed is that osTicket does not have an ability to track the clients address & some information. Because of this, i've had to get another system, and it's somewhat a drag having to use 2 systems. I don't think that if we did have address and some client tracking abilites, that it would turn into a CRM...it would just be trying to keep proper records!

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