Merlin Tickets
Merlin Tickets is an open-source help desk and ticketing system. It allows companies to track, prioritize, and solve customer support tickets. Key features include ticket management, SLA tracking, knowledge base, and custom branding.
ticketing
help-desk
customer-support
Merlin Tickets: Open-Source Help Desk Ticketing System
Discover the power of open-source help desk ticketing with Merlin Tickets, a customizable solution for tracking customer support tickets and prioritizing solutions.
What is Merlin Tickets?
Merlin Tickets is an open-source help desk and ticketing software designed to help companies provide efficient customer support. It allows organizations to track, prioritize, assign, escalate and solve support tickets from customers and users.
Some of the key features of Merlin Tickets include:
- Ticket Management - Comprehensive ticket lifecycle from creation to resolution. Support teams can add internal notes, attach files, set priority, SLAs, tags etc.
- Knowledge Base - Self-service customer support portal with contextual help articles and solutions.
- Asset Management - Keep track of assets assigned to customers for better ticket resolution.
- SLA Tracking - Define service-level agreements for tickets and track SLA performance.
- Email Management - Create tickets automatically from incoming emails.
- Canned Responses - Pre-written answers to common queries to respond faster.
- Custom Branding - Match company branding with custom logos, colors and themes.
- REST API - Integrate with other business systems seamlessly.
- Multi-channel Support - Support via email, portal, social media, live chat etc under one roof.
With its intuitive interface, robust feature set and active community, Merlin Tickets is a great open-source alternative to solutions like Zendesk, Freshdesk, osTicket for SMBs and enterprises alike.
Merlin Tickets Features
Features
- Ticket management
- SLA tracking
- Knowledge base
- Custom branding
- Open-source
Pricing
- Open Source
Pros
Open-source and free to use
Customizable to fit business needs
Robust ticket management system
Knowledge base for self-service support
Cons
May require more technical expertise to set up and maintain
Limited integrations compared to commercial alternatives
Fewer out-of-the-box features than some paid options
Official Links
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