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User Features

  • Simple and intuitive list views of tickets with paging, sorting, and filtering features to quickly help you locate tickets.
    • Intuative default "views" that display what you are interested in seeing without having to create and manage a whole mess of custom "queries" for common needs.
    • Ability to sort by more than one column
    • Remembers sort and filter settings between sessions
  • A full featured search page for times when the built in lists just don't do the trick. You can search title, details, or tags and there are a variety of filtering options to help narrow your search further.
  • 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 the users through a simple,but effective workflow. Each action can be accompanied by comments to assist in communicating the ticket's progress as it is worked through to completion.
  • 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.
  • A streamlined workflow that allows tickets to move effortlessly through the process from "active" to "closed" with no unnecessary obstacles or complex "approval" and "review" processes. The workflow emphasizes efficient communication and cooperation between users and help desk staff.
  • Email and RSS Notifications for changes to your tickets
    • Anti-noise system cuts down the number of emails you will receive by consolidating multiple updates into a single notification email.
    • Customizable RSS feed allows you to subscribe to get ticket update notificaitons for only tickets you specifically care about.
  • Offers a self-contained security database for users and roles, or it can integrate with Windows security and your Active Directory domain.

Technical Features

  • A single Visual Studio 2008 web application project written in pure C# targeting the .net 3.5 framework.
  • Installs to IIS 6 or 7 easily and simply. No need for complex installers, no registering of 3rd party components, and no worries about changing IIS configuration settings.
  • 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 though).
  • TicketDesk's email notification system has a very aggressive queuing and delivery system designed to be both polite and robust.
    • TicketDesk never notifies you about changes that you made to a ticket yourself. It is smart enough to assume that you already know what you changed.
    • Multile updates to a single ticket over a short span of time will be consolidated into a single notificaiton email.
    • The notification system will wait a while if there is a failure sending an email, then attempt to resend those emails.
    • Ticketdesk maintains a history of notification activity in the database that can assist in troubleshooting any problems with email delivery.
  • A very simple SQL data model.
  • Leverages Linq to SQL for data access allowing powerful and expressive data access without a lot of custom data access code.
  • Uses common AJAX controls from the ajax control toolkit to provide a smoother and more user friendly UI experience, but sticks to simpler and more reliable built-in controls where possible. It doesn't use AJAX just to be "cool". It uses AJAX simply and effectively only where AJAX will offers a real advantage.
  • Simple configuration via web.config with a very small number of options that the administrator might have to concern themselves with.
  • Code is simple and follows the standard pattern of master-pages, themes, pages, and user controls as much as possible. It preserves the usefulness of VS 2008's visual designers, intellisense, and other features as much as possible to help make customization simple and easy. No need to dig through a complex custom business API or decipher complex inheritance hierarchies.

Last edited Feb 5, 2009 at 11:27 PM by StephenRedd, version 4


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