Supporting multiple customers with osTicket?

JamesField

Hi guys!

This looks like a great helpdesk system, supported by a great community! Before I delve into installing it, I wanted to check one thing: we are a small IT Support company who looks after loads of different small companies, some are charities and some are commercial companies.

Because the charities receive cheaper consultancy rates, we would need to categorise each ticket by a) Organisation Name then b) is it Charity or Commercial.

At the end of the month we'd need to run a report and sort by Charity and Commercial, so that we could invoice on accordingly.

Is this something that osTicket could do? Also one other small question - presumably agents can include time spent on a ticket somewhere?

Thanks so much in advance!

James

London, UK

lcjones

I am very much interested in this possible option as well. We are an outsource H/D service for a number of businesses. We have not yet implemented osTicket, however, are currently reviewing it's options and its ability to be modified to fit our needs.

Currently I am attempting to create an "Add Customer" option in the Admin section. My thought is to have our customers be assigned a single customer ID number that follows them throughout their history with us. Using the CustID can result in building a multitude of reports based on Customer ID.

Reporting is paramount in determining billing by actual time or per ticket billing. My goal is to be able to give detailed reports and billing statements similar to what might be seen on a telephone detailed billing invoice.

In any event, James, I'm in the same frame of mind as you.

Kentucky

JamesField

Yep sounds like we're in the same boat, let me know how you get on, good luck!

osaez

Yes... when can osTicket support multiple customers

This seems to be a very basic function for any ticket system. We provide IT services to many customer and would not want to install multiple instances of this cool tool. Adding a customer tab would be great.

JamesField

Sounds like it's fairly common, hopefully someone out there has done this before with osTicket and can give us some pointers!

Juggalotus

Iam looking for the same thing. We are also an outsource helpdesk and have multiple clients with each requiring their own specific fields. If there is any option to do this without symlinking and/or multiple instances that would be ideal )

Mishra

I'm also looking for the same thing.

I would like a customer to log into the system and choose his department (legal, hr, IT, ContractA) and create tickets for that department. This way the customers can log into the department and see what is open for that particular area.

Then I would like a global option for an IT guy or CEO to log into everything and see the tasks for the whole company. When logged into the global area, the IT guy can select the view (starting from all since he logged into global) and change to see only open tickets for certain departments.

This product looks very well designed by the way. I love simple. I might have to start out creating multiple instances simply to get the separation mentality started.

Drachsi

Great, if there was a specialist out there.

It would seem there could be a lot of work for somebody who specialised in custom solutions and sold pre-configured MOD's.

I help small companies build an Internet brand and this product would seem to be a natural for them.

Anybody doing this, please send an email.

Regards

Drachsi

www.drachsi.com(www.drachsi.com)

anuva

Any new leads on this? I'm willing to dive in and add this feature myself if people can give me an overview of what needs to be done (I'm juggling too many projects right now to throw actual brains at this, but I can spare leg work).

contentpig

Help

I am interested in this functionality as well. I run a small it firm and we support multiple companies with different rates as well. I need a company field and a field where they can select wether or not they are a contract firm and the level of their contract.

anuva

Still no new leads on this?

dohcjs

I have a solution to this

If anyone is interested let me know.

uncletadd

@[deleted]

Hi. I am interested in this solution. Please share...

Juggalotus

...

shot homeboy a message and no reply...

Juggalotus

Still Nothing...

If someones going to offer a solution. Should't this person respond to the folks that are asking for the functionality? This guy could prolly make a decent amount of cheddar off of this...and nothing...So does anyone else have a solution? If so, hit me up and we can talk about numbers.

dohcjs

Send me a PM

(http://www.osticket.com/forums/showthread.php?t=5205&page=2)

ryanp

Hi guys,

Feel free to get in touch to discuss your individual needs, I have a few functionality mods and can build to order.

Cheers :

ryanp

Reality from a developer

Hi guys,

I'm posting this to give you an understanding of the actual situation here. I have personally spoken to a large number of people and quoted over 15. This goes to show there is a lot of demand for this type of product, it is also a lot of work for a developer - not as simple as it may sound.

osTicket is a good system but not particularly suited for this type of customization and redevelopment. There are a number of reasons starting with the code structure and ending with the database, in saying that it is very possible - just a lot of work, and complex much of the time.

Each person I have spoken to has their own very niche requirements, many of the requirements that were non-negotiable are so unusual I could not find an existing system to support the non-negotiable requirements for around 75% of those people that contacted me, this means a proprietary solution is best suited for you. For the other 25% or so I recommended other products that could be modified to meet the prescribed needs, but in each case there were compromises to be made and some of the compromises made the customization solution non-viable.

When I have been quoting, where ever possible, I have been doing 2 quotes, 1 for osTicket modifications and the other for a proprietary system from scratch. I have discovered in all cases with the exception to 1 quote it was as much as 20% cheaper for me to build a proprietary system over customize osTicket or another system to the needs of the customer.

I have considered building a proprietary system myself and then to sell licenses either as a hosted (cloud) application or on the same structure as osTickets where you deploy on your own server but, to be frank, between existing projects and other high value ones that come on I simply don't have the time to build it and I don't believe it will represent very good ROI when I did a business analysis on each of the options.

My recommendation if you're really wanting to go down this path is to go to freelancer.com or elance.com and solicit services out of a location like India. Regardless of if you end up with a modification to osTicket, another system, paid for or built specifically for you - be cautious when using such services, you generally get what you pay for.

Good luck and if you do want a quote, I'm still happy to discuss individual needs.

robgratt

Quick and dirty...

Hi,

What I have done is simply installed OSticket in seperate directories.

e.g.

www.mysitename.com/cust1(www.mysitename.com/cust1)

www.mysitename.com/cust2(www.mysitename.com/cust2)

www.mysitename.com/cust3(www.mysitename.com/cust3) etc. etc.

Just put a different prefix to the MySQL tables - e.g. cust1_ etc.

The actual amount of code in OSticket is so small it doesn't matter about the redundancy.

You can also then customise each instance for that particular customer.

HTH

Rob