TicketDesk Review

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TicketDesk is an issue tracking system for IT Help Desks. TicketDesk is efficient and designed to do only one thing, facilitate communications between help desk staff and end users. The overriding design goal is to be as simple and frictionless for both users and help desk staff as is possible. TicketDesk 2 is an ASP.NET MVC web application written in C# targeting the .NET 4.5 framework. It includes a simple database with support for SQL Server 2005, 2008, or 2012 (including express and localdb editions). It can leverage SQL server for membership and role based security or integrate with windows authentication and Active Directory groups

Introduction video

User Features

  • Simple and intuitive TicketCenter includes paging, single/multiple column sorting, and filtering help you arrange lists to your preferences. Each list remembers your previous sort and filter settings between sessions.
  • Full text search powered by Lucene.net.
  • A simplified ticket creation screen with a minimum of required fields. Users won’t feel like they are answering to the Spanish inquisition when they need to report a new problem and they won’t have to answer a lot of technical questions they don’t understand. Mostly, they just pop in a title, add some details, then hit create button.
  • Ticket viewer that displays information about a ticket simply and effectively.
  • An action oriented ticket system that intuitively guides users through a simple workflow. The system intelligently displays only the available actions based on the ticket’s status, and the user’s role.
  • A streamlined workflow allows tickets to flow effortlessly with no unnecessary obstacles or complex “approval” and “review” processes. The workflow emphasizes efficient communication and cooperation between users and help desk staff.
  • A running activity log that tracks everything done to a ticket, who did it, when, and why. This is the meat-and-potatoes of a ticket and acts as both discussion board and audit trail.
  • Advanced Email Notification system to effectively communicate changes to tickets to the users. Includes an advanced “Anti-noise” system to cut down on the number of emails your users receive. Intelligently consolidating multiple updates into a single notification email when changes to a ticket occur in rapid succession.
  • Offers a self-contained security database for users and roles, or it can integrate with Windows security and your Active Directory domain.
  • Simple online configuration tools.

Technical Features

  • Technology Stack: Visual Studio 2012, C#, .NET 4.5, ASP.NET MVC Framework 4, SQL Server 2005/2008/2012 (including express and localdb editions), Microsoft Managed Extensibility Framework (MEF), MVCContrib, Lucene.NET, Entity Framework 4.0, LINQ to Entities, Data Annotations, T4MVC, and JQuery.
  • Origionally an asp.net MVC 2.0 web application front-end, the front-end has been updated for compatibility with asp.net MVC 4 in release 2.1; though it still uses the ASPX view engine and MVC 2 patterns for the most part.
  • A class library project for the back-end domain model. The back-end library has no direct coupling with the asp.net front-end or web contexts and can be used with alternate front-end clients.
  • Uses SQL 2005, 2008, or 2012; including the express editions and 2012 localdb. Express edition file-attached databases are included. Includes all the SQL Scripts you need to manually create the database in full editions of SQL server.
  • Installs to IIS easily and simply. No need for complex installers, no 3rd party components to register, and no worries about complex IIS configurations.
  • Advanced error logging via ELMAH to help you keep track of anything that goes wrong with TicketDesk (we hope you don’t need this feature too often).
  • Leverages Entity Framework 4.0 and LINQ to Entities for data access allowing powerful and expressive data access.
  • Uses JQuery and AJAX techniques to provide a smooth and friendly UI experience, but doesn’t use AJAX just to be “cool”. It sticks to the basics, and degrades gracefully for less-capable browsers. Most features will even work with javascript disabled.



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