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

Todd Wolf twolf at unifiedtechnologies.com
Thu Feb 7 15:17:00 EST 2013

We use Tigerpaw CRM+  ...works for circuit tracking, asset management, inventory, dispatch, quoting, invoicing for equipment and labor and bundled service (not CDR billing yet), marketing, service and work orders, IT asset tracking, integrated with MS Exchange, automated workflow, email connectors for auto response, etc. etc, low cost to entry...www.tigerpawsoftware.com

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From: voiceops-bounces at voiceops.org [mailto:voiceops-bounces at voiceops.org] On Behalf Of Ryan Delgrosso
Sent: Thursday, February 07, 2013 2:52 PM
To: voiceops at voiceops.org
Subject: Re: [VoiceOps] OT: What do you recommend for help desk software

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


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