We're currently using Lighthouse to manage development for applications within our company. It's awesome! But we also want something to manage IT support requests. Right now we just use an email list, but I wanted to try out Tender since it has Lighthouse integration.
Unfortunately, it seems like Tender is meant for public application support only. Do you plan on enhancing tender to work as an internal IT support product? Is it possible to use it that way in its current state? Any tips on how to do so?
Thanks your help is appreciated. We'd love if we could use tender since the UI is nice and it'd be awesome to quick create defect tickets based on support inquiries.
#1 Posted by Matt on 19 Mar, 2009 08:23 PM
Anthony,
We sort of use it for that. We have set up the discussion categories to be "private" and customized the HTML so that anyone who happens to visit our tender URL will not be able to do anything.
We have a web form that sends the user help email to the appropriate discussion. From there people are notified via email that an issue has arrived. They then drag-and-drop to appropriate queues and work from there. Our users (besides helpdesk staff) don't have accounts and don't need to; the whole system operates over email.
It seems to work deliciously well. I'm very happy with it!!
-- Matt
#2 Posted by Kyle Neath (Git... on 19 Mar, 2009 08:43 PM
We definitely want to move that route. We've got two things on the horizon:
In the meantime, you can always fake it to some extent. Either by setting up domains that only your internal team can see, or by setting every category to be private.
Hopefully that'll clear some of our plans up... I'm attaching the private tenders ticket so you can keep track of our progress.
#3 Posted by System on 19 Mar, 2009 08:44 PM
This discussion was assigned to court3nay, on ticket 53.
#4 Posted by Anthony Constan... on 24 Mar, 2009 02:43 AM
Private tenders would work great. The only problem I'd see is getting all
of my users accounts on tender. Maybe you could do something where I
specify a domain for users that should have access. So if their email ends
in @mydomain.com they'd be able to create an account on their own.
#5 Posted by Dan Murphy on 19 May, 2009 12:32 AM
What is the ETA on private? This would work great for a corporate portal for users of my companies API (docs, discussions, etc) although it being public like this, with free access to the knowledge base in particular, is not going to work.
#6 Posted by rick on 19 May, 2009 08:36 AM
I don't have a firm ETA, but I'm hoping June or July. We're wrapping up a few important features for current users (enhanced searching, js widgets, API) that'll most likely keep us occupied through May. I also see a there being a lot of QA related with this feature, since we did design Tender to be as open as possible.
#7 Posted by Ryan Creasey on 02 Sep, 2009 06:38 PM
What's the ETA on an installable Tender? Our organization which has an extremely high volume of support traffic is being directed to our failing RequestTracker (RT) instance. I would love to be able to offer tender as an alternative to my group when we're looking to replace RT.
#8 Posted by Courtenay Support staff on 02 Sep, 2009 11:56 PM
Hey Ryan,
We don't have an ETA on installable Tender right now, but we have recently
added 'private sites' which enforces invite-only or only allowable to users
with a *@yourdomain.com email address confirmed, and many of our customers
are running quite happily with this option.
#9 Posted by Ryan Creasey on 03 Sep, 2009 04:56 AM
Yeah, I'm not sure private hosting will work for our environment. What I would really, really like to see is a bundled Lighthouse/Tender package that is installable on our hardware, in our datacenters, and work out some sort of licensing agreement.
Feel free to contact me off-list regarding this, as I'm sure we could provide as a really good customer for these products.
Nicole closed this discussion on 10 Dec, 2009 09:32 PM.