Customer Support Ticketing

Wed Mar 19 15:02:06 UTC 2014

Hi Paul,

I formerly worked at Topdesk http://www.topdesk.co.uk/. I use it at my current employer. It has a nice webbased GUI. It is not a simplistic IT helpdesk type of software (and therefore not ultra cheap). I don't know much about integration options (used to be fairly ok). If you get crazy prices then nag a little longer (and mention competitors). They have all the features you want: Create tickets from email, SLA, change management, escalation, ... I am a real complainer but I am quite happy with it. 

Another thing I noticed in the past is ManageEngine. I liked it but know not much about it.

David Hofstee

Deliverability Management
MailPlus B.V. Netherlands (ESP)

-----Oorspronkelijk bericht-----
Van: Paul Stewart [mailto:paul at paulstewart.org] 
Verzonden: Wednesday, March 19, 2014 3:01 PM
Aan: nanog at nanog.org
Onderwerp: 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