Trouble Ticket Express

Overview
Trouble Ticket Express is a full-featured help desk solution written in Perl with a flat file data store. Backed by the Apache 2.0 License, the developer offers commercial add-on modules for additional functionally. Trouble Ticket Express is offered by some web hosts as an optional install. Trouble Ticket Express does not require end user account but instead relies on unique URLs/IDs for ticket access. This does cause a security concern, but for an internal system it creates a simple Help Desk system that is easy to use for an end user. Users who submit a ticket will receive an email with a URL and unique identifier to be able to access their ticket. Users will then receive follow up emails each time a tech/admin replies to the ticket. HotScripts rates Trouble Ticket Express with a 4.48 out of 5
Addons
Addon modules are purchasable via the Trouble Ticket Express website .
Available modules include:
*Layout Designer - advanced processing of custom fields
*Mail Module - enables submitting new tickets and follow up messages via email
*POP2PIPE script - emulates email piping: polls an external POP3 account
*File Attachment Module - allows attaching up to 3 files to each message
*Answer Library Module - allows organizing answers to common questions in the form of canned responses
*Groups Module - allows assigning an operator to one or more groups
*MySQL Module - allows using a MySQL database to store trouble tickets
*SQL Server Module - allows using a Microsoft SQL Server database to store trouble tickets
*Inventory Tracking Module - allows defining a list of items such as servers, workstations, projects, premises, cars
*Message Editor Module - allows to edit or delete ticket messages.
*Export Module - allows saving tickets table into a csv file for analytical and reporting purposes.
*Backup/Restore Module - allows saving complete Trouble Ticket Express data into a single file for archiving or transfers to a new location
Security Concerns
An exploit in the File Attachment Module is prone to a vulnerability that lets attackers execute arbitrary shell commands. This issue occurs because the application fails to sufficiently sanitize user-supplied data to the 'fid' parameter of the ' ttx.cgi' script when the 'cmd' parameter is set to 'file' and the 'fn' parameter is set to any value. A fix is available for updating current installs.
Comercial Services
Rush Project Inc. offers use of Trouble Ticket Express as a hosted solution called Help Desk Connect, with a per-agent cost. Rush also offers a live chat add-on for this service.
History
Trouble Ticket Express had it's first public release on 10 December, 2003, from Rush Project, Inc. The developer released the most recent version, 3.01, on February 11, 2010.

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