Comparison of help desk issue tracking software
This article is a comparison of notable issue tracking systems used primarily for help desks and service desks rather than for bug tracking or project management.
| System | Creator | License | Implementation language(s) | Back end | Launch Date |
|---|---|---|---|---|---|
| Cherwell | Cherwell Software | Proprietary, SaaS and On-Premise | .NET | Microsoft SQL Server | 2007 |
| FIT Issue Management | Alcea Technologies | Proprietary | Java | flat-file, optional extension for Microsoft SQL Server, MySQL, Oracle (via JDBC) | 2004 |
| Gemini | Countersoft | Proprietary, free, commercial options | ASP.NET, C# | Microsoft SQL Server | 2003 |
| GLPI | INDEPNET | GPL | PHP | MySQL | 2003 |
| HEAT | FrontRange Solutions | Proprietary | Unknown | Microsoft SQL Server, Oracle[1] | Unknown |
| iSupport | GWI Software, Inc. | Proprietary, Commercial, Source Code License available | ASP.NET, XHTML, C# | Microsoft SQL Server | 2000[2] |
| IssueNet | Elsinore Technologies Inc. | Proprietary | ASP.NET, C#, C++ | Microsoft SQL Server | Unknown |
| JIRA | Atlassian | Proprietary, Free for non-commercial use; hosted & on-premises | Java | MySQL, PostgreSQL, Oracle, Microsoft SQL Server | 2003 |
| KACE | Dell KACE | Proprietary | PHP | MySQL | 2003 [3] |
| Kayako SupportSuite | Kayako | Proprietary, some parts GPL | PHP | MySQL | 2001 |
| Liberum Help Desk | Doug Luxem | GPL | ASP | Microsoft SQL Server, Access | 2000 |
| osTicket | osticket.com | GPL | PHP | MySQL | 2010 |
| OTRS | otrs.org | AGPL | Perl | MySQL, PostgreSQL, Oracle, Microsoft SQL Server | 2001 |
| Plain Ticket | Turbine interactive | Proprietary, online, hosted. | Java | MySQL | 2011 |
| Remedy Action Request System | BMC Software | Proprietary | Unknown | Sybase, Microsoft SQL Server, Oracle | 1992 |
| Request Tracker | Best Practical Solutions, LLC | GPL | Perl | MySQL, PostgreSQL, Oracle | 1999-10-13 |
| SimpleDesk | SimpleDesk Team | BSD | PHP | MySQL | 2009-12-31 |
| Spiceworks | Spiceworks IT Software | Proprietary; free for use | Ruby on Rails | sqlite | 2006 |
| Support Incident Tracker | SiT! Project | GPL | PHP | MySQL | 2001 |
| Supportworks | Hornbill Systems | Proprietary | Visual C++ and PHP | Microsoft SQL Server, MySQL, Oracle, Sybase | 1994 |
| SysAid | SysAid Technologies | Proprietary | Java, C# | MySQL, Derby, Oracle, Microsoft SQL Server | 2002 |
| TeamWox | MetaQuotes Software Corp. | Proprietary | C++ | FireBird | 2008 |
| TechExcel ServiceWise | TechExcel | Proprietary | C++ | Microsoft SQL Server | Unknown |
| Tracker | Automation Centre | Proprietary | Groupware, requires Lotus Notes | IBM Lotus Domino | 2001 |
| TrackerSuite.Net | Automation Centre | Proprietary | C# | Microsoft SQL Server | 2006 |
| UserVoice Helpdesk | UserVoice | Proprietary | Ruby on Rails | MySQL | 2011 |
| Web Help Desk | MacsDesign Studio, LLC | Proprietary | Java | OpenBase, MySQL, Microsoft SQL Server, PostgreSQL, Oracle | 1999 |
See also
References
- ^ "HEAT System Requirements" (PDF).
- ^ "GWI Software, Inc". Archived from the original on 2000-03-02.
- ^ "IT Help Desk Software Management". Dell KACE.