I'm using Redmine in a similar setup. Have you seen any performance impact of rake tasks to pull imap mails ? I'm a little wary of the rake task loading the entire ruby (in my case Rails) environment, everytime it starts up.
any thoughts ?
The app looks great. I wanted to point out the following (I might be missing something here) -- When I'm on the Customers tab, I see 0 open tickets for Alex B but when I click on Alex B and see his detailed page, I see 4 open tickets.
I like the ease of responding to (posting to work log + emailing submitter) of a ticket, and except for excessive whitespace the look is pretty attractive, too.
That said, it is lacking so many critical features any business of significant size would need to take it seriously, and to be honest, the market is glutted with good options of all costs and capabilities so I'm curious to know what your intention was in creating this?
I like the simplicity. I personally really like to have either tags or at least status field for issues. I know some people just like open/closed but for our team we have thousands of tickets that pile up so we need to keep them organized in some way. nice work on the app though!
It looks nice, I like the simplicity. One nit pick: I'm not too fond of the flash notices. Fading out and then suddenly being removed from the document, causing all content below it to jump up, is slightly jarring IMHO.
Thanks for open sourcing it, great work. Sorry for the stupid question I have not much experience with this type of app. How do customers create tickets? I'm not exactly clear of the workflow, could you elaborate?
It's might also be worth checking out allocPSA.com, also open source, and has a similar ticketing email gateway thingo... and a little tiny bit more functionality. (I'm very biased though :-)
Since the mail-integration isn't enabled on the demo, I couldn't test it, but I wonder how well it deals with stuff like signatures, attachments etc.?
This looks great. I really want to get this working and then after a week, "hey boss, support seems better now huh?"... :-)
I'd like to see the first text box on a form be automatically selected when the page loads.
Would be great to see a working demo of some kind, or screenshots!
I can't register :( I get a rails error page.
Have you considered fleshing this out? I have a few ideas about customers I'd like to try out... I'm interested in forking, but would like to know where you want to take this.
Edit: Sorry, I've just realized that I haven't really contributed a lot to this on HN. Specifically - how does the ticketing system work? What is the difference between a ticket and an issue? It seems that you can have a ticket that has many issues, but issues can have many tickets...
Does an issue encapsulate a lot of tickets? If so, is the primary work done on the ticket or the issue? The reason I ask is how do you allocate the unit of work to specific people.... or is this not the point of the app?
Sorry in advance for the huge number of questions.