Using Sugar as helpdesk / trouble ticket system?

[Dirky]

Just wondering if anything has changed in the past year or so with sugar which would allow it to be used
as a trouble ticket system?

Is anybody using Sugar as both CRM and trouble ticketing system for support issues?

Thanks
D

[arnaud_carrenet]

We currently use this module and it works perfectly fine for us particularly because we use the PRO version and you can connect workflow to the system.
There were no recent improvments to this module as far as I know.
Regards,

[Dirky]

We currently use this module and it works perfectly fine for us particularly because we use the PRO version and you can connect workflow to the system.
There were no recent improvments to this module as far as I know.
Regards,

Thanks,
which module are you referring to?
D

[salesagility]

the community edition cases has had no enhancements ... however, you can use this in conjunction with Process Manager to effect workflow and with products like Joomla for a user support portal.

we use a heavily modified version of cases to manage our help desk ... admin is managed through joomla for a web friendly front end ... works just fine but requires an investment in time and code

[arnaud_carrenet]

Thanks,
which module are you referring to?
D

I was referring to the Cases module than can work with Bug tracking module.
Regards,

[dtokeefe]

Hi,

You can use our portal to handle support tickets.

http://www.sugarforge.org/projects/lampada-portal/

It works with any version of SugarCRM. As noted above, with Pro Workflow, you can more easily create a very efficient, automated system.

Please feel free to call or ping me on Skype (dtokeefe) for more info.

Best regards,

David

[ehab]

I think you can also use the opensource workflow module processmanager with the portal to give you near comprehensive trouble ticket system. Still I feel dedicated opensource trouble ticket sytems like otrs are stronger alternatives.