Customer Support Ticketing

Ray Sanders Ray.Sanders at sheknows.com
Wed Mar 19 22:27:21 UTC 2014


Another +1/like/upvote for Kayako. 

RAY SANDERS
Senior Systems Engineer
ray.sanders at sheknows.com
________________________________________
From: Nolan Rollo <nrollo at kw-corp.com>
Sent: Wednesday, March 19, 2014 3:14 PM
To: Paul Stewart; nanog at nanog.org
Subject: RE: Customer Support Ticketing

For what it's worth, I've actually heard the Intuit guys that sell Quickbase will build and customize your ticketing system for you. I haven't looked that heavily into other options since I've run a few RT instances I'm most comfortable there but I'm sure you know it doesn't integrate with other applications well unless you're  a perl dev

-----Original Message-----
From: Paul Stewart [mailto:paul at paulstewart.org]
Sent: Wednesday, March 19, 2014 10:01 AM
To: nanog at nanog.org
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







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