Support Incident Tracker

Current Version: 3.67 Community Rating:

Support Incident Tracker (or SiT!) is a Free Software/Open Source (GPL) web based application which uses PHP and MySQL for tracking technical support calls/emails.

Hosting Service Optimized for Support Incident Tracker

Support Incident Tracker (or SiT!) is a Free Software/Open Source (GPL) web based application which uses PHP and MySQL for tracking technical support calls/emails (also commonly known as a ‘Help Desk’ or ‘Support Ticket System’).

Manage contacts, sites, technical support contracts and support incidents in one place. Send emails directly from SiT!, attach files and record every communication in the incident log. SiT is aware of Service Level Agreements and incidents are flagged if they stray outside of them.

Shared Support Incident Tracker Solution

Get Support Incident Tracker Hosting Now $ 9.95 /mo

Support Incident Tracker Installation
10GB Disk Space
100GB Monthly Transfer
Unlimited Domains
91 Day Guarantee

Order Me

Cloud VDS Support Incident Tracker Solution

Get Support Incident Tracker Hosting Now $ 49.95 /mo

Support Incident Tracker Installation
20GB Disk Space
Unlimited Monthly Transfer
Root SSH Access
Managed Firewall

Order Me

Dedicated
Support Incident Tracker Solution

Get Support Incident Tracker Hosting Now $ 129 /mo

Support Incident Tracker Installation
32GB RAM
cPanel Included
480GB SSD + 1TB HDD
Choice of Datacenter

Order Me

Just a few features Support Incident Tracker offers:

Free and Open Source software! Licensed under the GNU General Public License
Web based: easy to install and use
Separate incident queues for each user
Incidents can be shared between engineers to encourage team working
Incidents are pushed out to engineers after they are logged rather than 'picked up' (pulled) to avoid incidents being ignored
Incidents can be assigned Low, Medium, High or Critical priority depending on customer impact
Send and receive emails within Incidents
Log of customer communication and engineer actions with each incident
Configurable service levels (SLA's) for different types of incident, for different priorities and for each part of the incident life-cycle
Knowledge Base
Customer (Site and Contacts) Address Database
Tasks List
Holiday/Vacation management
Engineer/user profiles
Engineer status can be set (e.g. In office/out of office)
LDAP Integration (Support for Active Directory, eDirectory, openLDAP)
Fully configurable support entitlements
Configurable list of engineer skills which can be used for sharing incidents amongst engineers with similar skills
Choice of themes
Dashboard, including installable components such as RSS Feeds and Statistics
Tags and tag cloud for incidents, sites, contacts and more
Fast search facility, including full text searching
Easily customised email templates
Reporting
Highly customisable user- and system-level notification and action framework
Multiple language support, currently 13 translations and counting
Uses valid accessible XHTML 1.0 throughout
Extensible via plugins
Much more...