ServiceDesk/HelpDesk w/ Dispatching for WISP

By skirsch ·
I work for a small Wireless ISP that has been growing rapidly. We are looking to replace our current HelpDesk/ServiceDesk solution. The current application is just something we developed in house, but no longer really have the time/personnel to maintain or expand on that solution. We have a second program that does our billing, Platypus from Tucows.

One of the very neat things about our current system is it include a number of scripts that allows us to gather SNMP data from our subscriber modules and access points.

In any case, we've been trying to find a solution that works for us where we don't lose any basic features. The basic features we are looking for are as follows:

-Add new customers (We'd like the customers to be pretty versatile, add additional contact info, additional locations, list the services they have and have those assigned to specific locations if needed)
-Add 'services' to customers with custom fields (MAC Addresses, IP Addresses, Installation Dates, etc. The ability to interact with custom fields from external scripts.)
-Create Tickets & Projects
-Ability to attach Tickets & Project to a customer, assign them to a technician, and assign a service date.
-View a Calendar that shows all scheduled tickets, with the assign technicians and address. The ability to block off specific chunks of the day for specific tasks (The ability to flag 10am-12am as 'Morning Install', 12:30-2pm 'Service Calls', 2-4 'Afternoon install' 4-5:30 service calls. And the ability to Flag a specific day with a 'background' all-day-event, such as "This day is for Tech X to go to District Y" so that folks viewing the schedule can see that Thursday is the day for Bob to go to Southtown, and that he's got a Morning Install but his Afternoon Install and service slots are still open).

Optional Features:

-Any system that can integrate with Platypus (we could live with Quickbooks too) -or- that has its own billing system that works well for a subscriber and project based ISP/Consulting company. Late notices, invoices and statements, reminders, autopay, electronic checks, monthly&yearly recurring services, services that have a one-time flat fee attached when they're added to a new customer, etc.
-Quote builder for special projects that can track items & prices.
-Equipment tracking tools, features geared towards networking equipment a big plus
-Mobile Apps that allow Field Techs to update tickets and installs in a reasonably formatted workflow.
-Call Handling Workflow/Decision Tree

We're more interested in an open-source solution that hits all those marks and just needs some customization, however if the cost and features are right we'd be happy to buy something. Any suggestions would be greatly appreciate. I can provide more details if needed.

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