[VoiceOps] OT: What do you recommend for help desk software

Ryan Delgrosso ryandelgrosso at gmail.com
Thu Feb 7 14:52:00 EST 2013

We use an array of things for different purposes.

Our customer facing reps use Platypus (billing / ticketing). Its not 
great but it does work and is fairly malleable once you can get your 
head around it.

Internally we use RT for managing tickets between departments.

Our development staff uses Eventum for managing defects since tracking 
software bugs is very different from normal tickets. We have also toyed 
around with Jira but found it a little daunting for non-developers to 
submit defects in.

On 02/07/2013 10:43 AM, Carlos Alvarez wrote:
> This may be considered slightly off topic here, not sure.  I figured 
> some of you would have insight and recommendations as many people here 
> have a business similar to ours.  We have several small companies who 
> share workers, clients, and contractors in various ways.  We have been 
> using Zendesk for our help desk, but it's tough because they won't 
> allow one person to be in multiple organizations.  So we have a 
> contractor who is John-A in company A and John-B for company B, etc. 
>  Annoying.  We are looking for other options, hosted preferred, but we 
> can fire it up in a VM if we need to.  We are small and would have 
> about six help desk agent types, and only a few hundred end users.  We 
> don't need highly advanced features like RT would provide; simplicity 
> and customer acceptance is the highest priority.  Must accept 
> tickets/replies by e-mail.  Most of our tickets are handled in a day, 
> and are fairly simple, while maybe 5% linger for weeks as they are 
> complex, but those still don't need a bunch of details in them.
> -- 
> Carlos Alvarez
> TelEvolve
> 602-889-3003
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> VoiceOps at voiceops.org
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