Some general questions on using Bugzilla as a Helpdesk

[l***@gmail.com]

Good day,

I work for an internationally funded NIH network and we are looking into employing Bugzilla for the network-run helpdesk.

Our Helpdesk is setup in a manner where we want to receive tickets/issues/queries from unlimited end users and have roughly about 10 to 15 users who respond to these.

I wonder if you can assist me by answering the following questions.

1. What, if any, is the cost of the tool given 10 responding users and unlimited ticket creators?
2.Do you offer discount for funded programs or academic institutions?
3.Is the tool open-source?
4.Does the tool feature time-tracking, feedback mechanism and a customizable user interface?
5.Is the tool cloud-hosted?
6.Any does the tool offer maintenance support?

Thanks
Lyndon

[Thorsten Schöning]

Post by l***@gmail.com
I work for an internationally funded NIH network and we are looking
into employing Bugzilla for the network-run helpdesk.

Bugzilla is focussed on issue tracking for software development. While
it might be used for some helpdesk and some do it, you might run into
shortcomings because of Bugzilla's different focus. Specialized
products like OTRS etc. should be preferred in my opinion if you need
helpdesk-only.

Post by l***@gmail.com
1. What, if any, is the cost of the tool given 10 responding users and unlimited ticket creators?
2.Do you offer discount for funded programs or academic institutions?
3.Is the tool open-source?

Please be so kind and start reading the official docs instead of

Post by l***@gmail.com
Bugzilla is both free as in freedom and free as in price.

https://www.bugzilla.org/about/

Post by l***@gmail.com
4.Does the tool feature time-tracking,

Yes.

Post by l***@gmail.com
feedback mechanism

Users can leave comments to describe issues, no feedback on the
quality of work for supporters or such.

Post by l***@gmail.com
and a customizable user interface?

Depends on what you need and how you need it:

https://bugzilla.readthedocs.io/en/5.0/integrating/index.html

Post by l***@gmail.com
5.Is the tool cloud-hosted?

That depends on what you actually mean with this pretty unspecific
question. You can install it locally, remote, you can pay someone
hosting it for you etc.

Post by l***@gmail.com
6.Any does the tool offer maintenance support?

That depends on what you actually need again:

https://www.bugzilla.org/support/
https://www.bugzilla.org/support/consulting.html

Mit freundlichen Grüßen,

Thorsten Schöning
--
Thorsten Schöning E-Mail: ***@AM-SoFT.de
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[l***@gmail.com]

Thanks for the quick response! Much appreciated!