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Open Source Help Desk Software

Jim posts to a few of the options available in the open source helpdesk space. Interesting. I’d like to find some more statistics or research on what types of helpdesk’s use open source vs vendor helpdesk solutions and why. Just the standard “it’s free” type reasoning or do they intend to actualy modify the code? If they do intend to do that do they end up doing it? How do they feel about not having support?

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