Our core over here at Integral Impressions has always been Internet advertising and applications. However, as we go through our day-to-day operations, we are constantly developing our internal infrastructure. This is technology which allows us to be bigger, better, and faster than we would be without it.

I like to believe that we’re not so different from everyone else out there. What I mean is, the problems that we face every day, other people probably face as well. The solutions that we come up with for those problems, will probably also work for other people. With this idea in mind, we’ve decided to make take these solutions and make them available to our peers, in hopes that our solutions to our problems will work as solutions for other people’s problems as well. Some of these we will be able to offer for free (though still mostly undocumented, we’ve had a public subversion repository of Rails plugins for some time now). Others, will be fee-based.

Simple support ticket tracking

As we continue to expand both our product and service line, we found a need to track one-off support tickets in a very simple and unobtrusive way. We needed something centralized that we would be able to integrate into our various products and services well. Ticketish is the answer to that problem for us.

Highlights

Without getting into every little detail, there are a few key points that we find particularly useful for our needs:

• Multiple Projects – You can setup multiple projects under one account and see all your pending or active tickets at a glance. Each project has it’s own public support form and unique URL .
• Comment Threads – Each ticket has a comment thread so you can track communications back and forth regarding a specific issue.
• Attachments – Attachments are very useful for sending over a screenshot of that IE6 bug that just won’t seem to go away.
• Email Integration – Each project has its own unique email address. Both new tickets and comments to existing tickets can be created using this email address. This works especially well for existing systems (i.e. Exception Notifier) which already use email to send notifications.
• RSS Feeds – There are RSS feeds for just about everything, so you can track pending tickets, or tickets assigned to you, without littering your inbox.
• Public Interface – Each ticket has a public URL so the client can easily stay updated on the progress of their support request.

Private Beta

We’ve been using Ticketish internally for several months, but have had to make several modifications to allow other people to use it as well (multiple accounts, billing system, etc.). These new additions should be wrapped up shortly. At which time, we’ll be opening up a private beta. We are looking for people who are willing to put the system into use and get us some really good feedback. If you would like to participate in our private beta, please leave us your email address.