Customer Support Ticketing

Nick nick at
Wed Mar 19 15:03:37 UTC 2014


My past two job, I used Kayako. I like it so much I bought a copy for my 
side project. I feel work flow with kayako is will thought out for tech 
minded people. Having easy access to staff notes while still able to see 
the ticket is a big deal for me. Its someway easy to customize allowing 
you to pull extra info about the customer into the ticket.

At my current day job. We use OTRS and are working to replace it. I 
think its worthless support system with a painful work flow. with poorly 
labeled options call Zoom and other stuff.
For our replacement, we are looking at Kana, Parature, eGain and Oracle. 
Oracle is over price($300K). eGain was cut for some reason. Right now 
Kana and Parature are the two front runners but im not sold.

When looking at a support system.  Get you front end support team 
involved from the start. In some cases manager dont know the true work 
flow of there support staff.

Anyway, Go with Kayako. You will love it.

Nick Poulakos

On 3/19/2014 9:01 AM, Paul Stewart wrote:
> 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

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