# Ticket/Issue support system

**URL:** <https://www.ruby-forum.com/t/ticket-issue-support-system/60226>\
**Category:** Rails\
**Created:** [May 11, 2006, 10:06am UTC](https://www.ruby-forum.com/t/ticket-issue-support-system/60226 "2006-05-11T10:06:56Z")\
**Posts on this page:** 5\
**Page:** 1

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**Author:** ![perherman](https://www.ruby-forum.com/letter_avatar_proxy/v4/letter/p/3ec8ea/32.png) [@perherman](https://www.ruby-forum.com/u/perherman)\
**Post date:** [May 11, 2006, 10:06am UTC](https://www.ruby-forum.com/t/ticket-issue-support-system/60226/1 "2006-05-11T10:06:56Z")

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Hi  
I am looking for a Open Source RoR-based system for handling support  
issues for our customers.

I needs to be simple so that the end user easily can add support issues.  
We also need to administer the issues (assign to developer/support  
person), schedule, and list issues (tickets).

I have found SimpleTickets, which seems to be a good alternative, but I  
would like to know if any one else out there is developing something.

Cheers,

Per-Olof H.

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**Author:** ![perherman](https://www.ruby-forum.com/letter_avatar_proxy/v4/letter/p/3ec8ea/32.png) [@perherman](https://www.ruby-forum.com/u/perherman)\
**Post date:** [May 11, 2006, 10:24am UTC](https://www.ruby-forum.com/t/ticket-issue-support-system/60226/2 "2006-05-11T10:24:32Z")

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On May 11, 2006, at 8:06 PM, Per-Olof H. wrote:

> I am looking for a Open Source RoR-based system for handling support  
> issues for our customers.

Why RoR? Why not Trac? 🙂

-jim

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**Author:** ![perherman](https://www.ruby-forum.com/letter_avatar_proxy/v4/letter/p/3ec8ea/32.png) [@perherman](https://www.ruby-forum.com/u/perherman)\
**Post date:** [May 11, 2006, 11:05am UTC](https://www.ruby-forum.com/t/ticket-issue-support-system/60226/3 "2006-05-11T11:05:42Z")

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Jim C. wrote:

> On May 11, 2006, at 8:06 PM, Per-Olof H. wrote:
> 
> > I am looking for a Open Source RoR-based system for handling support  
> > issues for our customers.
> 
> Why RoR? Why not Trac? 🙂
> 
> -jim

Our end users are not technical enough to handle Trac. Firstly we need  
it to be in Swedish, and much less options. I have tried to get  
customers to add tickets with Trac, and they just don´t do it - the user  
interface is too technical, and too many options.

We need just:  
Subject,  
Priority (time-wise or 1…5)  
Type of issue (Bug, Enhancement, Network, How-to-do, etc)  
Description.

And some views to show Open and Closed Issues, and also what we have  
done to an issue.

On the administrative (Back End) side we of course need more (Assigned  
to etc)

The issues are also not linked to the software source code, it might be  
issues on user usage, i.e how the use the software, technical issues  
linked to to OS, etc.

For us Trac is for our internal tracking of software development issues.

We could use Trac, if there was some kind of “skin” or template that  
hides most of the options when adding a ticket, setting them to some  
default value.

Per-Olof

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**Author:** ![perherman](https://www.ruby-forum.com/letter_avatar_proxy/v4/letter/p/3ec8ea/32.png) [@perherman](https://www.ruby-forum.com/u/perherman)\
**Post date:** [May 11, 2006, 1:01pm UTC](https://www.ruby-forum.com/t/ticket-issue-support-system/60226/4 "2006-05-11T13:01:44Z")

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Peter De Berdt wrote:

> Looking at the features you want, why wouldn’t you use SimpleTicket?  
> It has a nice interface and nice features and with a little bit of  
> work, you can localize it.
> 
> Best regards
> 
> Peter De Berdt

I just want to make sure that nobody is sitting with a nice alternative  
before commiting ourselves,

Per-olof

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<div class="post-metadata">

**Author:** ![perherman](https://www.ruby-forum.com/letter_avatar_proxy/v4/letter/p/3ec8ea/32.png) [@perherman](https://www.ruby-forum.com/u/perherman)\
**Post date:** [May 11, 2006, 11:28am UTC](https://www.ruby-forum.com/t/ticket-issue-support-system/60226/5 "2006-05-11T11:28:22Z")

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On 11 May 2006, at 11:05, Per-Olof H. wrote:

> it to be in Swedish, and much less options. I have tried to get  
> customers to add tickets with Trac, and they just don´t do it - the  
> user  
> interface is too technical, and too many options.

Looking at the features you want, why wouldn’t you use SimpleTicket?  
It has a nice interface and nice features and with a little bit of  
work, you can localize it.

Best regards

Peter De Berdt