Support Ticket System

This is a trouble ticket system. What we need is a ticket system that will also handle all of our e-mails and allow us to create e-mail off of the tickets like the OTRS software does but OTRS lacks when it comes to entering calls from telephone conversations. We currently have an ASP ticket system in place now but i would like to have the ticket system written in php and would like to have more in depth admin functions and functionality in it. We would need easy user interfaces to allow data import from multiple ISP packages and the system would only search for the username password, phone number and dialup number of the clients. Also we record conversations so it would need to search a directory by ani for call records pretaining to the customer and tie them to the ticket based on the time and date stamps. There must also be a client front end for ISP's to review tickets entered and how the call was handled also the ability for escalation to upper level technitions or to the isp's themselves. A knowlendge base is a must and it will need to have the ability to import data from a PDF into the knowledge base. it must also be setup so that the data in the knowledge base can be limited to 1st, 2nd or 3rd level techs. The knowledgebase must be searchable for solutions. to common problems and also information privi to certain customers may be tied into the ISP's account in the database so when we pull records and open tickets for that isp the system limits the knowledge base to items only needed for that ISP. Also survey's would need to be sent to the clients after each ticket is closed. these survey results would be listed to the ISP and also a overall precentage rateing would be calculated also. Also this must have a nice eye cadied web in ## Deliverables 1) Complete and fully-functional working program(s) in executable form as well as complete source code of all work done. 2) Deliverables must be in ready-to-run condition, as follows (depending on the nature of the deliverables): a) For web sites or other server-side deliverables intended to only ever exist in one place in the Buyer's environment--Deliverables must be installed by the Seller in ready-to-run condition in the Buyer's environment. b) For all others including desktop software or software the buyer intends to distribute: A software installation package that will install the software in ready-to-run condition on the platform(s) specified in this bid request. c) materials must be left in an installable format so the buyer may re-load it without the seller if there is a problem with servers or other devices. 3) All deliverables will be considered "work made for hire" under U.S. Copyright law. Buyer will receive exclusive and complete copyrights to all work purchased. (No GPL, GNU, 3rd party components, etc. unless all copyright ramifications are explained AND AGREED TO by the buyer on the site per the coder's Seller Legal Agreement). ## Platform LINUX and a PHP interface