Yeah, that asterisk recording has helped us a bunch of times. Especially when
folks get stupid.
From: Layne Sisk
Sent: Friday, April 20, 2018 5:18 PM
To: af@afmug.com
Subject: Re: [AFMUG] Trouble/Support Ticketing
A couple of the features that I think make it appealing:
1.. Decision Tree process
2.. Built in tools like the Router emulators
3.. The ability to have a customer text in a picture and have it attached to
the ticket
4.. Ability to assign to not only individuals but also to groups
5.. The integration with Asterisk to have call recordings attached to tickets
6.. Automatic assignment of escalations to the appropriate department based
on the issue.
Powercode and Sonar’s are great, but IssueTracker just has things built very
specifically for customer service. PC and Sonar have been very helpful in
building integrations so it is basically seamless between IssueTracker or
either of those systems.
Layne Sisk
ServerPlus
801.426.8283, ext 102
From: Af <af-boun...@afmug.com> On Behalf Of Adam Moffett
Sent: Thursday, April 19, 2018 12:47 PM
To: af@afmug.com
Subject: Re: [AFMUG] Trouble/Support Ticketing
Layne,
If it's something you're able to discuss on list, can you summarize what
advantages IssueTracker would give us over the built in ticketing in Powercode
or Sonar?
Thanks,
Adam
------ Original Message ------
From: "Layne Sisk" <la...@serverplus.com>
To: "af@afmug.com" <af@afmug.com>
Sent: 4/19/2018 1:39:05 PM
Subject: Re: [AFMUG] Trouble/Support Ticketing
Hit me up if you want some info on IssueTracker. It is what we used
internally and we do license it (or give it away free for the companies we
support). It has full integration with Zendesk, Powercode, Sonar, UBO, and has
pretty good integration available with SalesForce and Sugar CRM.
Layne Sisk
ServerPlus
801.426.8283, ext 102
From: Af <af-boun...@afmug.com> On Behalf Of Tim Reichhart
Sent: Thursday, April 19, 2018 9:18 AM
To: af@afmug.com
Subject: Re: [AFMUG] Trouble/Support Ticketing
The company I used to work for had custom ticketing that would intergrate
into powercode I believe it was all done with API so if any of these open
source ticket software have API you should be able to put it into your billing
sytstem if the system have API.
Tim
----------------------------------------------------------------------------
-----Original Message-----
From: "Matt Hoppes" <mattli...@rivervalleyinternet.net>
To: af@afmug.com
Date: 04/19/18 08:48
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
On Apr 19, 2018, at 08:33, Gino A. Villarini <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> on behalf of Matt Hoppes
<mattli...@rivervalleyinternet.net>
Reply-To: "af@afmug.com" <af@afmug.com>
Date: Thursday, April 19, 2018 at 8:20 AM
To: "af@afmug.com" <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> 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> 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>
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> 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 | http://www.packetflux.com
