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I've got a site where I need to get a customer (not client) support system set up. Support Ticketing System, unfortunately, is geared towards client support. I think Storm is too (it's huge, in any case).

The way I see it, I've got a few options:

  • Set up a different installation of Drupal entirely and use something like OpenAtrium or Drupal Commons for the support area. OMG overkill. Plus I'd like to just have it be a coherent part of my current site, same theme and shared logins and all that.
  • Patch Support ticketing system, or Storm, or whatever module I wind up using.
  • Use CaseTracker + Mailhandler to get a simple system, but I'll probably wind up still needing to do an amount of configuration to get it working.
  • Give up and use something like Trellis Desk on a subdomain.

One thing that maybe makes my search a little harder is that I'm adamant about having inbound email integration. The same way that we do, customers want to email an address and get a support ticket created. If this functionality isn't there, they'll send an email.

  • To which Drupal version are you interested? – kiamlaluno May 14 '11 at 0:34
  • It's enough to use the relative tag. – kiamlaluno May 15 '11 at 8:39
  • @kiamlaluno Thanks for cleaning it up. I sure am glad Drupal StackExchange appears to have the equivalent of path_redirect when the aliases change :) – wizonesolutions May 16 '11 at 5:57
3

See Similar Module Review page and choose the one that works best for you.

screenshot

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  • I should have mentioned that I'd checked out that page already. I'm asking here because none of those are really good enogh. They don't assume both that the site itself is the main topic of the support section (or the one particular thing on it, in this case a service it provides). Is there something similar to Trellis Desk or Kayako eSupport for Drupal or am I better off using one of those and not trying to do this in Drupal? I'm OK with that - I just want to do due diligence before going that route. – wizonesolutions May 16 '11 at 4:06
  • Case tracker and support modules are pretty much stable. I have used it in the recent past. I am not sure about Trellis Desk or Kayako eSupport perhaps you can play around its hook to extend it for your needs or hack it if not possible. – Sivaji May 16 '11 at 9:23
  • Yeah, I contacted the maintainer of Support ticketing system to see about joining forces. If I'm going to struggle through this, I want to give something back the community. It feels strange to use a third-party product. That's my last resort. For now I have the issue queue anyway as a workaround since the service I need this for has a Drupal module. I'll award you the answer...since it's basically the answer in terms of what Drupal has at the moment. – wizonesolutions May 16 '11 at 21:08
  • If you are considering support module beware of db_affected_rows(). I had duplicate insert and key error problems with it. – Sivaji May 18 '11 at 6:36
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I've seen the Feedback module used with great success, I would recommend trying it out.

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  • Interesting, but I'm looking for something that I could to set up more of a dedicated support area. It seems like Feedback is for giving page-specific Feedback. I may be wrong; could you describe more why you recommended that? I'm commenting based on having seen it used on a site before and having looked at its project page and screenshots. – wizonesolutions May 14 '11 at 3:28

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