Trouble ticket system or incident ticket system are computer software that manage and maintain lists of issues, as needed by an organization. Facil HelpDesk is a new trouble ticket system. Your customers can submit tickets via email or the web.

These help desk softwares are commonly used in an organization's customer support to create, update, and resolve reported customer issues, or even issues reported by that organization's others employees. An issue tracking system usually contains base of articles containing information on each customer, resolutions to common problems, and other such data. For security, issue tracking systems will authenticate its users before allowing access to the system.Customer support is key to any business specially on the Internet. If you are using contact forms or you publish your email you are expossed to several typical problems:
- Your email can be captured for SPAM (doing public your email)
- You don't have the history of your visitors and their previous requests.
- Sometimes a visitor writes his email with a spelling error, and your response never is read.
- People has SPAM filters installed on their email servers(and they don't know), your email could be deleted before of being read.
- A malicious user could send you a long email with several megabytes, then the next user will get the error: "Email box is full" trying to send you an email, etc.

To provide an easy solution for an inexperienced user of complex help desk software, web help desk, was created Facil HelpDesk. Facil HelpDesk is an customer support management system or help desk software for web sites, based in tickets, enabling users to track and manage their support requests faster, include articles with comments, email validation for registration, departaments, basic reports, etc.

The help desk software was designed for small and medium companies with one or more members of staff or for those who want to organise communications because clients feedback is helpful for your web site or company growth such as they can suggest of enhanced features, and others.

Unlike other web help desk of high cost, which require licence by year, you have the full source code to make changes to the help desk software.

Features of Facil HelpDesk
Facil HelpDesk is an customer support management system, web help desk, based in tickets. Facil HelpDesk allows submiting of tickets by Web Based Submission or email. Included in Facil HelpDesk is a web based client area and submission form, where users can login(registered users) and track/submit any support requests easily.

The web based user area can optionally be used as a resource for users to submit and track help desk submissions. An overview of the features:

1. For End users ( login at: index.php).

Multiple Language Support (requires translation of a configuration file en.php included in /languajes)
Quick User Signup
File Attachments from web based form
Ability to assign a priority for the request
View support request history
Submission Tracking without logging in (via encoded url )
Poll for rating every response of staff members
Theorically unlimited number of users and tickets.
Flood Prevention for incoming tickets, this only allows a end user to submit a limited number of tickets (example every 30seconds, 10minutes, etc.) the administrator or staff member isn't limited.
Searchable Knowledge Base or base de articles (managed by staff members and administrators) ,end users are able to add comments,with website, email, these comments can be edited by staff members or administrators.
Self registering with optional user validation (the user will get an email with a link to activate his account before of login)
Resend login details by email.

2. For Staff users (login at index_admin.php)

Rating responses, users can rate how helpful a staff member was allowing satisfaction reporting in the administration
Assign requests to other departments
Staff Members can view/attach files when responding to user requests.
Preview of questions of tickets with onmouse-over event(requires javascript), also in the main interface is included level of urgency, new and open requests
Knowledge Base management, with an online html editor, FCKEditor, editable comments by staff members.
Basic user management, including the ability to create user accounts, not staff members neither administrators
Create a ticket for users, staff members or administrators.
Search tickets: username, subjet, question, search tickets of a user(search username)
List users and add notes about your users.

3. For administrator

The same features for staff members
User Management, including the ability to create user accounts without restrictions, delete users, suspend users suspending an username will remove its ability to create tickets. Every new user who is staff member or administrator will be created as "suspended". Click a botton to activate his account.
Create several of support categories (10, 20, etc.)
Manage Staff, assign users of staff(not end users) to departaments
Respond tickets as an staff member
Save configuration, (staff members only can read settings)
Edit the email response templates
Customize template of base of articles editing /kbase/index.php, keepping reference to two includes: cuerpo.php and header.php, colors, font.
View last login of staff members
Basic Report: Tickets by staff members, Tickets by department, Tickets by priority vs status, Tickets created by month and date interval, rating of responses(staff rating) , response time, etc. Reports are visible for staff members if need.

This web help desk provides full source code in PHP, everything is done by 4 files: index.php, tickets.php, index_admin.php, tickets2.php and several includes.