Starting from Scratch: Open Source Help Desk
What is an open source help desk?
An open source help desk or open source help desk ticketing system is an internal help desk used by a company, typically owned by the IT department, that is built on freely available source code. While it is free to use, there are generally high costs associated with building, modifying, and maintaining open source help desk software.
Zendesk provides a safety net and is here to help whereas with open source, there's no support.
A different approach
However some companies choose not to make the appropriate investment in IT, which can extend to not investing in help desk software. This forces some IT departments to use an open source help desk. While this a free option up front, IT must then build the help desk from scratch, costing time and resources. And if something goes wrong or they wish to make an update, they must do so themselves.
The right time
How Zendesk helps
Zendesk includes an open platform and open API, so there's lots of flexibility to make changes and integrate with other systems. Ticket management and tracking are easy, both for the company and customers as Zendesk’s services and success team can help companies customize all of their content. Developers love Zendesk and its open platform, which leads to a “best of both worlds” scenario: they get a trusted solution with plenty of flexibility but don't have to build a help desk from scratch. Zendesk provides a safety net and is here to help whereas with open source, there's no support.Get a little help for your help desk
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