{"id":47469,"date":"2024-11-26T05:55:31","date_gmt":"2024-11-26T05:55:31","guid":{"rendered":"https:\/\/www.devopsschool.com\/blog\/?p=47469"},"modified":"2024-11-26T05:56:57","modified_gmt":"2024-11-26T05:56:57","slug":"top-open-source-solutions-for-customer-support-services-with-multi-tenant","status":"publish","type":"post","link":"https:\/\/www.devopsschool.com\/blog\/top-open-source-solutions-for-customer-support-services-with-multi-tenant\/","title":{"rendered":"Top open-source solutions for Customer Support Services with multi-tenant"},"content":{"rendered":"\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"717\" height=\"702\" src=\"https:\/\/www.devopsschool.com\/blog\/wp-content\/uploads\/2024\/11\/image-15.png\" alt=\"\" class=\"wp-image-47471\" srcset=\"https:\/\/www.devopsschool.com\/blog\/wp-content\/uploads\/2024\/11\/image-15.png 717w, https:\/\/www.devopsschool.com\/blog\/wp-content\/uploads\/2024\/11\/image-15-300x294.png 300w\" sizes=\"auto, (max-width: 717px) 100vw, 717px\" \/><\/figure>\n\n\n\n<p>Here\u2019s a list of <strong>open-source solutions<\/strong> that can be used to centralize <strong>Customer Support Services<\/strong> for multiple hospitals with <strong>multi-tenant capabilities<\/strong>. These platforms allow you to create separate organizations (hospitals) while enabling them to manage their customer support independently.<\/p>\n\n\n\n<p>Here\u2019s a list of <strong>open-source solutions<\/strong> that can be used to centralize <strong>Customer Support Services<\/strong> for multiple hospitals with <strong>multi-tenant capabilities<\/strong>. These platforms allow you to create separate organizations (hospitals) while enabling them to manage their customer support independently.<\/p>\n\n\n\n<p>Here\u2019s the updated table including whether each tool provides <strong>Android<\/strong> and <strong>iOS apps<\/strong>:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th><strong>Tool Name<\/strong><\/th><th><strong>Coding Language<\/strong><\/th><th><strong>Open Source<\/strong><\/th><th><strong>Docker Support<\/strong><\/th><th><strong>Multi-Tenancy<\/strong><\/th><th><strong>Android &amp; iOS Apps<\/strong><\/th><\/tr><\/thead><tbody><tr><td><strong>Zammad<\/strong><\/td><td>Ruby (Ruby on Rails)<\/td><td>Yes<\/td><td>Yes<\/td><td>Yes<\/td><td>No<\/td><\/tr><tr><td><strong>OTRS<\/strong><\/td><td>Perl<\/td><td>Yes<\/td><td>Yes<\/td><td>Yes<\/td><td>No<\/td><\/tr><tr><td><strong>UVdesk<\/strong><\/td><td>PHP (Symfony Framework)<\/td><td>Yes<\/td><td>Yes<\/td><td>Yes<\/td><td>Yes<\/td><\/tr><tr><td><strong>Faveo Helpdesk<\/strong><\/td><td>PHP (Laravel Framework)<\/td><td>Yes<\/td><td>Yes<\/td><td>Yes<\/td><td>Yes<\/td><\/tr><tr><td><strong>GLPI<\/strong><\/td><td>PHP<\/td><td>Yes<\/td><td>Yes<\/td><td>Yes<\/td><td>Yes<\/td><\/tr><tr><td><strong>osTicket<\/strong><\/td><td>PHP<\/td><td>Yes<\/td><td>Yes<\/td><td>Configurable<\/td><td>No<\/td><\/tr><tr><td><strong>Freescout<\/strong><\/td><td>PHP (Laravel Framework)<\/td><td>Yes<\/td><td>Yes<\/td><td>Configurable<\/td><td>No<\/td><\/tr><tr><td><strong>SuiteCRM<\/strong><\/td><td>PHP<\/td><td>Yes<\/td><td>Yes<\/td><td>Configurable<\/td><td>Yes (via 3rd-party apps)<\/td><\/tr><tr><td><strong>Hesk<\/strong><\/td><td>PHP<\/td><td>Yes<\/td><td>No<\/td><td>No<\/td><td>No<\/td><\/tr><tr><td><strong>OpenSupports<\/strong><\/td><td>PHP<\/td><td>Yes<\/td><td>No<\/td><td>No<\/td><td>No<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Key Points:<\/strong><\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>With Native Android &amp; iOS Apps:<\/strong>\n<ul class=\"wp-block-list\">\n<li><strong>UVdesk<\/strong>, <strong>Faveo Helpdesk<\/strong>, and <strong>GLPI<\/strong> offer dedicated mobile apps for both platforms.<\/li>\n\n\n\n<li><strong>SuiteCRM<\/strong> does not have official apps but supports third-party mobile apps for CRM features.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>Without Native Mobile Apps:<\/strong>\n<ul class=\"wp-block-list\">\n<li><strong>Zammad<\/strong>, <strong>OTRS<\/strong>, <strong>osTicket<\/strong>, <strong>Freescout<\/strong>, <strong>Hesk<\/strong>, and <strong>OpenSupports<\/strong> lack official mobile apps. However, they are mobile-friendly via web browsers.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Recommendations Based on Mobile Needs:<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>If Mobile App Support is Essential:<\/strong> Consider <strong>UVdesk<\/strong>, <strong>Faveo Helpdesk<\/strong>, or <strong>GLPI<\/strong>.<\/li>\n\n\n\n<li><strong>If Mobile Accessibility via Web is Enough:<\/strong> Tools like <strong>Zammad<\/strong> and <strong>OTRS<\/strong> can suffice as they have responsive web UIs.<\/li>\n<\/ul>\n\n\n\n<p>Let me know if you&#8217;d like more insights or assistance with choosing the best tool!<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>1. Zammad<\/strong><\/h3>\n\n\n\n<p><strong>Website:<\/strong> <a href=\"https:\/\/zammad.org\/\" target=\"_blank\" rel=\"noopener\">zammad.org<\/a><br><strong>Key Features:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Modern, feature-rich helpdesk and ticketing system.<\/li>\n\n\n\n<li>Multi-tenant capable with separate organizations.<\/li>\n\n\n\n<li>Supports email, phone, chat, social media, and API integrations.<\/li>\n\n\n\n<li>Role-based permissions for hospital staff.<\/li>\n\n\n\n<li>SLA and escalation management for time-sensitive issues.<\/li>\n<\/ul>\n\n\n\n<p><strong>Why it fits:<\/strong><br>Zammad is highly customizable and can handle multiple organizations with unique workflows. Each hospital can have its own support team, while you maintain centralized control.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>2. OTRS (Open Ticket Request System)<\/strong><\/h3>\n\n\n\n<p><strong>Website:<\/strong> <a href=\"https:\/\/otrs.com\/\" target=\"_blank\" rel=\"noopener\">otrs.com<\/a><br><strong>Key Features:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Powerful ticketing system with multi-tenancy support.<\/li>\n\n\n\n<li>Enables creation of separate &#8220;customers&#8221; for each hospital.<\/li>\n\n\n\n<li>Workflow automation and customizable notifications.<\/li>\n\n\n\n<li>Supports email, phone, and self-service portals.<\/li>\n\n\n\n<li>Strong SLA and reporting capabilities.<\/li>\n<\/ul>\n\n\n\n<p><strong>Why it fits:<\/strong><br>OTRS is robust and scalable for managing multiple tenants (hospitals) while offering high configurability for each organization\u2019s specific needs.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>3. UVdesk<\/strong><\/h3>\n\n\n\n<p><strong>Website:<\/strong> <a href=\"https:\/\/uvdesk.com\/\" target=\"_blank\" rel=\"noopener\">uvdesk.com<\/a><br><strong>Key Features:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Designed for multi-tenant helpdesk environments.<\/li>\n\n\n\n<li>Intuitive UI with support for email, social media, and API integration.<\/li>\n\n\n\n<li>Allows creating independent teams or departments for each hospital.<\/li>\n\n\n\n<li>Offers a knowledge base, ticketing system, and SLA management.<\/li>\n<\/ul>\n\n\n\n<p><strong>Why it fits:<\/strong><br>UVdesk is lightweight yet powerful and allows you to scale easily for multiple hospitals, with centralized control and decentralized operations.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>4. GLPI (Gestionnaire Libre de Parc Informatique)<\/strong><\/h3>\n\n\n\n<p><strong>Website:<\/strong> <a href=\"https:\/\/glpi-project.org\/\" target=\"_blank\" rel=\"noopener\">glpi-project.org<\/a><br><strong>Key Features:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>IT and service management tool with ticketing capabilities.<\/li>\n\n\n\n<li>Multi-tenant support with separate configurations for each organization.<\/li>\n\n\n\n<li>Customizable workflows, SLA, and escalation processes.<\/li>\n\n\n\n<li>Role-based access for staff and support agents.<\/li>\n<\/ul>\n\n\n\n<p><strong>Why it fits:<\/strong><br>GLPI is a versatile tool suitable for service desk operations with clear multi-tenant functionality for hospital customer support.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>5. Hesk<\/strong><\/h3>\n\n\n\n<p><strong>Website:<\/strong> <a href=\"https:\/\/hesk.com\/\" target=\"_blank\" rel=\"noopener\">hesk.com<\/a><br><strong>Key Features:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Lightweight, fast, and simple ticketing system.<\/li>\n\n\n\n<li>Multi-department support allows segmentation for each hospital.<\/li>\n\n\n\n<li>Custom fields for tickets to tailor it to hospital needs.<\/li>\n\n\n\n<li>Self-service knowledge base and email notifications.<\/li>\n<\/ul>\n\n\n\n<p><strong>Why it fits:<\/strong><br>Hesk is ideal for small to medium-scale operations, allowing basic multi-organization handling with low resource requirements.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>6. osTicket<\/strong><\/h3>\n\n\n\n<p><strong>Website:<\/strong> <a href=\"https:\/\/osticket.com\/\" target=\"_blank\" rel=\"noopener\">osticket.com<\/a><br><strong>Key Features:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Open-source ticketing system with support for multiple departments.<\/li>\n\n\n\n<li>Email-to-ticket conversion for streamlined issue tracking.<\/li>\n\n\n\n<li>Custom fields, forms, and workflows for hospital-specific needs.<\/li>\n\n\n\n<li>SLA and ticket escalation rules.<\/li>\n<\/ul>\n\n\n\n<p><strong>Why it fits:<\/strong><br>osTicket is highly customizable and can be extended for multi-tenancy to handle individual hospital support services.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>7. OpenSupports<\/strong><\/h3>\n\n\n\n<p><strong>Website:<\/strong> <a href=\"https:\/\/opensupports.com\/\" target=\"_blank\" rel=\"noopener\">opensupports.com<\/a><br><strong>Key Features:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Free, lightweight ticket management system.<\/li>\n\n\n\n<li>Allows team and department segmentation for multiple hospitals.<\/li>\n\n\n\n<li>Customizable templates and notifications.<\/li>\n\n\n\n<li>Basic analytics and reporting.<\/li>\n<\/ul>\n\n\n\n<p><strong>Why it fits:<\/strong><br>OpenSupports is simple to deploy and easy to configure for small-scale multi-tenant operations.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>8. Freescout<\/strong><\/h3>\n\n\n\n<p><strong>Website:<\/strong> <a href=\"https:\/\/freescout.net\/\" target=\"_blank\" rel=\"noopener\">freescout.net<\/a><br><strong>Key Features:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Open-source alternative to Help Scout, ideal for multi-tenant setups.<\/li>\n\n\n\n<li>Supports shared inboxes for managing customer queries.<\/li>\n\n\n\n<li>Each hospital can have separate teams and mailboxes.<\/li>\n\n\n\n<li>Extensions for advanced features like SLAs and workflows.<\/li>\n<\/ul>\n\n\n\n<p><strong>Why it fits:<\/strong><br>Freescout is lightweight and perfect for hospitals with shared inbox needs while maintaining centralized control.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>9. Faveo Helpdesk<\/strong><\/h3>\n\n\n\n<p><strong>Website:<\/strong> <a href=\"https:\/\/faveohelpdesk.com\/\" target=\"_blank\" rel=\"noopener\">faveohelpdesk.com<\/a><br><strong>Key Features:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Multi-tenant support with separate portals for each organization.<\/li>\n\n\n\n<li>SLA policies, automated ticket assignment, and escalation rules.<\/li>\n\n\n\n<li>Knowledge base and self-service portal for customers.<\/li>\n\n\n\n<li>Comprehensive reporting and analytics tools.<\/li>\n<\/ul>\n\n\n\n<p><strong>Why it fits:<\/strong><br>Faveo Helpdesk is highly focused on multi-tenancy, making it a strong candidate for managing multiple hospital support services.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>10. SuiteCRM (with Customer Support Module)<\/strong><\/h3>\n\n\n\n<p><strong>Website:<\/strong> <a href=\"https:\/\/suitecrm.com\/\" target=\"_blank\" rel=\"noopener\">suitecrm.com<\/a><br><strong>Key Features:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>CRM platform with integrated customer support module.<\/li>\n\n\n\n<li>Multi-tenancy is supported through custom configurations.<\/li>\n\n\n\n<li>Ticket management, escalation, and workflow automation.<\/li>\n\n\n\n<li>Advanced reporting and customer interaction tracking.<\/li>\n<\/ul>\n\n\n\n<p><strong>Why it fits:<\/strong><br>SuiteCRM is excellent if you want to combine customer relationship management with ticketing for each hospital.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Conclusion<\/strong><\/h3>\n\n\n\n<p>The best choice depends on the size of your operations, specific needs of the hospitals, and technical expertise. Here&#8217;s a quick recommendation:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Lightweight Options:<\/strong> Hesk, Freescout, OpenSupports.<\/li>\n\n\n\n<li><strong>Feature-Rich for Larger Scale:<\/strong> Zammad, OTRS, UVdesk, Faveo Helpdesk.<\/li>\n\n\n\n<li><strong>Multi-Tenant Powerhouses:<\/strong> OTRS, Faveo Helpdesk, GLPI.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Direct Multi-Tenant Support<\/strong><\/h3>\n\n\n\n<p>These solutions are designed with native multi-tenant capabilities or have plugins\/modules to enable it:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Zammad<\/strong>\n<ul class=\"wp-block-list\">\n<li><strong>Multi-Tenant Capability:<\/strong> Yes.<\/li>\n\n\n\n<li><strong>Details:<\/strong> You can segment users and groups into organizations (hospitals) with unique workflows, access rights, and SLA management.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>OTRS (Open Ticket Request System)<\/strong>\n<ul class=\"wp-block-list\">\n<li><strong>Multi-Tenant Capability:<\/strong> Yes.<\/li>\n\n\n\n<li><strong>Details:<\/strong> Fully supports multi-tenancy by creating separate customer entities (hospitals). Each tenant can have distinct configurations and workflows.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>UVdesk<\/strong>\n<ul class=\"wp-block-list\">\n<li><strong>Multi-Tenant Capability:<\/strong> Yes.<\/li>\n\n\n\n<li><strong>Details:<\/strong> Designed for multi-tenant helpdesk operations. Each organization can operate independently under one platform.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>Faveo Helpdesk<\/strong>\n<ul class=\"wp-block-list\">\n<li><strong>Multi-Tenant Capability:<\/strong> Yes.<\/li>\n\n\n\n<li><strong>Details:<\/strong> Provides dedicated portals for each tenant (hospital). Organizations can have independent support teams and workflows.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>GLPI<\/strong>\n<ul class=\"wp-block-list\">\n<li><strong>Multi-Tenant Capability:<\/strong> Yes.<\/li>\n\n\n\n<li><strong>Details:<\/strong> Designed to manage multiple organizations with separate configurations, roles, and permissions.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"<p>Here\u2019s a list of open-source solutions that can be used to centralize Customer Support Services for multiple hospitals with multi-tenant capabilities. These platforms allow you to create separate organizations (hospitals) while enabling them to manage their customer support independently. Here\u2019s a list of open-source solutions that can be used to centralize Customer Support Services for&#8230;<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"_kad_post_classname":"","_joinchat":[],"footnotes":""},"categories":[2],"tags":[],"class_list":["post-47469","post","type-post","status-publish","format-standard","hentry","category-uncategorised"],"_links":{"self":[{"href":"https:\/\/www.devopsschool.com\/blog\/wp-json\/wp\/v2\/posts\/47469","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.devopsschool.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.devopsschool.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.devopsschool.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.devopsschool.com\/blog\/wp-json\/wp\/v2\/comments?post=47469"}],"version-history":[{"count":2,"href":"https:\/\/www.devopsschool.com\/blog\/wp-json\/wp\/v2\/posts\/47469\/revisions"}],"predecessor-version":[{"id":47472,"href":"https:\/\/www.devopsschool.com\/blog\/wp-json\/wp\/v2\/posts\/47469\/revisions\/47472"}],"wp:attachment":[{"href":"https:\/\/www.devopsschool.com\/blog\/wp-json\/wp\/v2\/media?parent=47469"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.devopsschool.com\/blog\/wp-json\/wp\/v2\/categories?post=47469"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.devopsschool.com\/blog\/wp-json\/wp\/v2\/tags?post=47469"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}