Triangle Solutions Ltd is provide a powerful, all-in-one email helpdesk / ticketing software that is incredibly easy to use and a snap to install called PHP Support Tickets (PHPST).
The features are written following design pattern principles and Object Oriented design, using CSS stylesheets to offer;

• Core Features
  • 3 Levels of users: Admins, Moderators and Clients
  • All tickets and answers can include 1 file attachment
  • Refresh button never creates duplicates of tickets or answers
  • Database abstraction layer used and included with the distribution
• Email Features
  • Email notifications can be switched on and off by Admin users
  • Email notifications of new answers include a thread of all previous answers
  • Emails are all plain text
  • SMTP, Sendmail and PHP’s Mail() functions are supported

trinitydesign.co.uk/support

The ticket system for Trinity Design was designed to be simple.

Graphical User Interface

• Restyled the complete interface. The look was to follow suit from the original website so the site woudl be seen as an extension -rather than an ugly addon. For this I included the original colours, images, & fonts to beautify each page. I also included an iFrame on the login screen which allows the user to browse the original website inside a window -without moving away from the login screen
• Also regarding styling for the site I included some ajax features to show/hide message thread. This style/effect is similar to the popular gmail archive message page.
• Part of the reuirement was to remove 'department' from interface. The way the system would be used at trinity -only 1 department would be needed. I created this feature, with the possibility of upgrading -so should another department be added (via the admin area) all the multidepartment functionality would return.
• The main admin user of the system wanted to quickly see if a post had any unread messages, so I created a feature to log when messages are created/viewed so that the information can be displayed if a reply has not been viewed.
• The main admin user also requested to see how many replys a ticket had related to it. This information is displayed using the previously mentioned feature.

De-bugged

As the software is available as opensource (ie free) it is expected that there may be a few minor bugs.

• I created link to download any type of attachment that is related to a particular message.
• The resend username/password function took the user to a blank page, so I added this functionality.
• The page numbering/navigation did not work correctly, so I corrected this.
• Security features are now in place to prevent access to other posts/downloads when not logged in as the correct user. It occured to me while I was redeveloping the attachment functionality that any user could access other attachments -or other posts (if they had the correct reference number). This was a bit of a security risk as most of the functionality of the existing code relies on an insecure form methods (ie $_GET)

Optimisation

• HTML optimisation for improved speed. This also included making every page valid xHTML
• Optimised SQL only query the database when needed. For some strange reason whenever something was requested from the database the query would include every peice of data in the database. This is quite excessive, so I optimised the PHP/SQL to only include queries for the data it needed.

If you are looking from something with the same (or similar) functionality as above, please let me know as I would be more than happy to help.

trinitydesign.co.uk/support