We are currently moving from a “old CRM” to SONAR. In Sonar, I would have all the customer info but no multichannel CRM. WE are looking into how to integrate SONAR API so we can manage other support channels like twitter, facebook etc.
From: Af <af-boun...@afmug.com<mailto:af-boun...@afmug.com>> on behalf of Matt Hoppes <mattli...@rivervalleyinternet.net<mailto:mattli...@rivervalleyinternet.net>> Reply-To: "af@afmug.com<mailto:af@afmug.com>" <af@afmug.com<mailto:af@afmug.com>> Date: Thursday, April 19, 2018 at 8:47 AM To: "af@afmug.com<mailto:af@afmug.com>" <af@afmug.com<mailto:af@afmug.com>> Subject: Re: [AFMUG] Trouble/Support Ticketing Well and they’re in is the problem. There is no link between Zendesk and power code other than the customer name and email address. But not finding a perfect solution in a billing system this is the solution we have thus far. At least it aggregates all means of communication into one ticket system that we can use internally Gino A. Villarini President Metro Office Park #18 Suite 304 Guaynabo, Puerto Rico 00968 [cid:aeronet-logo_310cfc3e-6691-4f69-bd49-b37b834b9238.png] On Apr 19, 2018, at 08:33, Gino A. Villarini <g...@aeronetpr.com<mailto:g...@aeronetpr.com>> wrote: Nice, but how do you integrate it with the customer info you need to have on hand? From: Af <af-boun...@afmug.com<mailto:af-boun...@afmug.com>> on behalf of Matt Hoppes <mattli...@rivervalleyinternet.net<mailto:mattli...@rivervalleyinternet.net>> Reply-To: "af@afmug.com<mailto:af@afmug.com>" <af@afmug.com<mailto:af@afmug.com>> Date: Thursday, April 19, 2018 at 8:20 AM To: "af@afmug.com<mailto:af@afmug.com>" <af@afmug.com<mailto:af@afmug.com>> Subject: Re: [AFMUG] Trouble/Support Ticketing Check out Zendesk it will integrate with many things. We have Zendesk integrated with our text messages and Facebook page. The only thing in power code or call logs when someone calls in but there’s no reason you couldn’t create a new ticket in Zendesk and link it to the customers email address. You can create a new account in Zendesk for the customer if you need to, or if they’ve ever emailed in before they will already have an account. Gino A. Villarini President Metro Office Park #18 Suite 304 Guaynabo, Puerto Rico 00968 <aeronet-logo_310cfc3e-6691-4f69-bd49-b37b834b9238.png> On Apr 19, 2018, at 07:50, Darin Steffl <darin.ste...@mnwifi.com<mailto:darin.ste...@mnwifi.com>> wrote: I'm afraid of having too many places for tickets so we're trying to decide on one place. I don't want email tickets in zendesk, phone call tickets in Azotel, texts in zipwhip, and Facebook messages on Facebook. I'd really love an easy way (doesn't need to be free) to combine all our support methods into one spot so we don't lose or forget things. On Thu, Apr 19, 2018, 12:14 PM Matt Hoppes <mattli...@rivervalleyinternet.net<mailto:mattli...@rivervalleyinternet.net>> wrote: You can open a ticket in Zendesk. Do you mean open a ticket the customer can refer to or for you to track? I guess you could do either. We sometimes open tickets in zendesk to email the customer. Really your billing/CRM system should be handling phone support tickets and linking them to the account. On Apr 19, 2018, at 05:18, Darin Steffl <darin.ste...@mnwifi.com<mailto:darin.ste...@mnwifi.com>> wrote: I am having trouble finding a ticket system that is also good for people who call in. Most seem like you need a customer to email in to create a ticket. It seems harder to manually enter a ticket for those who call us. Am I overlooking something obvious on zendesk for this? I don't need it integrated into my phone system, just an easy way to create a ticket when someone calls in. On Wed, Apr 18, 2018, 11:54 PM Forrest Christian (List Account) <li...@packetflux.com<mailto:li...@packetflux.com>> wrote: What is everyone using for support tickets nowadays? I've about had it with our system. -- Forrest Christian CEO, PacketFlux Technologies, Inc. Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602 forre...@imach.com<mailto:forre...@imach.com> | http://www.packetflux.com<http://www.packetflux.com/> [https://s3.amazonaws.com/images.wisestamp.com/icons/linkedin.png]<http://www.linkedin.com/in/fwchristian> [https://s3.amazonaws.com/images.wisestamp.com/icons/facebook.png] <http://facebook.com/packetflux> [https://s3.amazonaws.com/images.wisestamp.com/icons/twitter.png] <http://twitter.com/@packetflux>
