Customer Support Ticketing

Wed Mar 19 14:35:45 UTC 2014

Kayako is the way to go. IIRC they have a trial up on their website, may be worth checking out.

Tim

----- Original Message -----
From: "Paul Stewart" <paul at paulstewart.org>
To: nanog at nanog.org
Sent: Wednesday, March 19, 2014 9:01:11 AM
Subject: Customer Support Ticketing

Hey folks….

We need a new customer ticketing system and I’m looking for input.  I am
still working on a scope document on everything we want to do with the new
system.

The most common problem I run across is that a system is either built for
enterprise internal IT helpdesk or it is built like a CRM sales tracking
system.  We are an ISP among other things and are looking for a powerful and
yet reasonable cost system to answer email inquiries, allow customers to
open tickets via portal, mobile support, escalation/SLA support, and several
other things.  Solarwinds NPM integration would be a huge bonus but not a
deal breaker.  If anyone has a system that they have integrated with Ivue
from NISC (our billing platform) I would be really interested in hearing
more as well.

So my question is meant high level.  For those folks that are ISP’s
supporting business customers (including managed customers) along with
residential eyeball traffic what system(s) do you use and what do you
like/dislike?

I’ve looked so far at WHD (Solarwinds product), OTRS, RT, RemedyForce,
ZenDesk, HappyFox, Kayako and several others.  All of them so far would
require a fair amount of configuration or modifications based on our still
developing wish list.  Also worth noting is that we have no full time
development staff so hoping to find something that has a lot of promise and
then work with the vendor to evolve it into what we feel we need.

**This is not an invitation for sales folks to call on me**

Thanks,

Paul