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Today's Topics:
1. OT: What do you recommend for help desk software (Carlos Alvarez)
2. Re: OT: What do you recommend for help desk software
(Faisal Imtiaz)
3. Re: OT: What do you recommend for help desk software
(Ryan Delgrosso)
4. Re: OT: What do you recommend for help desk software
(Alex Balashov)
5. Re: OT: What do you recommend for help desk software (Todd Wolf)
----------------------------------------------------------------------
Message: 1
Date: Thu, 7 Feb 2013 11:43:43 -0700
From: Carlos Alvarez <[email protected]>
To: [email protected]
Subject: [VoiceOps] OT: What do you recommend for help desk software
Message-ID:
<CAFn1dUGEqhYGgxQ2PTTbS=nsnvrsxzg5psc6hrzsbx0sxsz...@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"
This may be considered slightly off topic here, not sure. I figured some
of you would have insight and recommendations as many people here have a
business similar to ours. We have several small companies who share
workers, clients, and contractors in various ways. We have been using
Zendesk for our help desk, but it's tough because they won't allow one
person to be in multiple organizations. So we have a contractor who is
John-A in company A and John-B for company B, etc. Annoying. We are
looking for other options, hosted preferred, but we can fire it up in a VM
if we need to. We are small and would have about six help desk agent
types, and only a few hundred end users. We don't need highly advanced
features like RT would provide; simplicity and customer acceptance is the
highest priority. Must accept tickets/replies by e-mail. Most of our
tickets are handled in a day, and are fairly simple, while maybe 5% linger
for weeks as they are complex, but those still don't need a bunch of
details in them.
--
Carlos Alvarez
TelEvolve
602-889-3003
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Message: 2
Date: Thu, 07 Feb 2013 13:51:15 -0500
From: Faisal Imtiaz <[email protected]>
To: [email protected]
Subject: Re: [VoiceOps] OT: What do you recommend for help desk
software
Message-ID: <[email protected]>
Content-Type: text/plain; charset="iso-8859-1"; Format="flowed"
We have been using Kayako, very flexible and works well.....
Regards.
Faisal Imtiaz
Snappy Internet & Telecom
7266 SW 48 Street
Miami, Fl 33155
Tel: 305 663 5518 x 232
Helpdesk: 305 663 5518 option 2 Email: [email protected]
On 2/7/2013 1:43 PM, Carlos Alvarez wrote:
> This may be considered slightly off topic here, not sure. I figured
> some of you would have insight and recommendations as many people here
> have a business similar to ours. We have several small companies who
> share workers, clients, and contractors in various ways. We have been
> using Zendesk for our help desk, but it's tough because they won't
> allow one person to be in multiple organizations. So we have a
> contractor who is John-A in company A and John-B for company B, etc.
> Annoying. We are looking for other options, hosted preferred, but we
> can fire it up in a VM if we need to. We are small and would have
> about six help desk agent types, and only a few hundred end users. We
> don't need highly advanced features like RT would provide; simplicity
> and customer acceptance is the highest priority. Must accept
> tickets/replies by e-mail. Most of our tickets are handled in a day,
> and are fairly simple, while maybe 5% linger for weeks as they are
> complex, but those still don't need a bunch of details in them.
>
> --
> Carlos Alvarez
> TelEvolve
> 602-889-3003
>
>
>
> _______________________________________________
> VoiceOps mailing list
> [email protected]
> https://puck.nether.net/mailman/listinfo/voiceops
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Message: 3
Date: Thu, 07 Feb 2013 11:52:00 -0800
From: Ryan Delgrosso <[email protected]>
To: [email protected]
Subject: Re: [VoiceOps] OT: What do you recommend for help desk
software
Message-ID: <[email protected]>
Content-Type: text/plain; charset="iso-8859-1"; Format="flowed"
We use an array of things for different purposes.
Our customer facing reps use Platypus (billing / ticketing). Its not
great but it does work and is fairly malleable once you can get your
head around it.
Internally we use RT for managing tickets between departments.
Our development staff uses Eventum for managing defects since tracking
software bugs is very different from normal tickets. We have also toyed
around with Jira but found it a little daunting for non-developers to
submit defects in.
On 02/07/2013 10:43 AM, Carlos Alvarez wrote:
> This may be considered slightly off topic here, not sure. I figured
> some of you would have insight and recommendations as many people here
> have a business similar to ours. We have several small companies who
> share workers, clients, and contractors in various ways. We have been
> using Zendesk for our help desk, but it's tough because they won't
> allow one person to be in multiple organizations. So we have a
> contractor who is John-A in company A and John-B for company B, etc.
> Annoying. We are looking for other options, hosted preferred, but we
> can fire it up in a VM if we need to. We are small and would have
> about six help desk agent types, and only a few hundred end users. We
> don't need highly advanced features like RT would provide; simplicity
> and customer acceptance is the highest priority. Must accept
> tickets/replies by e-mail. Most of our tickets are handled in a day,
> and are fairly simple, while maybe 5% linger for weeks as they are
> complex, but those still don't need a bunch of details in them.
>
> --
> Carlos Alvarez
> TelEvolve
> 602-889-3003
>
>
>
> _______________________________________________
> VoiceOps mailing list
> [email protected]
> https://puck.nether.net/mailman/listinfo/voiceops
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Message: 4
Date: Thu, 07 Feb 2013 15:02:03 -0500
From: Alex Balashov <[email protected]>
To: [email protected]
Subject: Re: [VoiceOps] OT: What do you recommend for help desk
software
Message-ID: <[email protected]>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed
RT has served us well.
On 02/07/2013 01:43 PM, Carlos Alvarez wrote:
> This may be considered slightly off topic here, not sure. I figured
> some of you would have insight and recommendations as many people here
> have a business similar to ours. We have several small companies who
> share workers, clients, and contractors in various ways. We have been
> using Zendesk for our help desk, but it's tough because they won't allow
> one person to be in multiple organizations. So we have a contractor who
> is John-A in company A and John-B for company B, etc. Annoying. We are
> looking for other options, hosted preferred, but we can fire it up in a
> VM if we need to. We are small and would have about six help desk agent
> types, and only a few hundred end users. We don't need highly advanced
> features like RT would provide; simplicity and customer acceptance is
> the highest priority. Must accept tickets/replies by e-mail. Most of
> our tickets are handled in a day, and are fairly simple, while maybe 5%
> linger for weeks as they are complex, but those still don't need a bunch
> of details in them.
>
> --
> Carlos Alvarez
> TelEvolve
> 602-889-3003
>
>
>
> _______________________________________________
> VoiceOps mailing list
> [email protected]
> https://puck.nether.net/mailman/listinfo/voiceops
>
--
Alex Balashov - Principal
Evariste Systems LLC
235 E Ponce de Leon Ave
Suite 106
Decatur, GA 30030
United States
Tel: +1-678-954-0670
Web: http://www.evaristesys.com/, http://www.alexbalashov.com/
------------------------------
Message: 5
Date: Thu, 7 Feb 2013 20:17:00 +0000
From: Todd Wolf <[email protected]>
To: "'[email protected]'" <[email protected]>,
"[email protected]" <[email protected]>
Subject: Re: [VoiceOps] OT: What do you recommend for help desk
software
Message-ID: <DCD0554F601CF946A51CAE28BBABDC4CB4B66E283B@mb001>
Content-Type: text/plain; charset="us-ascii"
We use Tigerpaw CRM+ ...works for circuit tracking, asset management,
inventory, dispatch, quoting, invoicing for equipment and labor and bundled
service (not CDR billing yet), marketing, service and work orders, IT asset
tracking, integrated with MS Exchange, automated workflow, email connectors for
auto response, etc. etc, low cost to entry...www.tigerpawsoftware.com
[cid:[email protected]]
From: [email protected] [mailto:[email protected]] On
Behalf Of Ryan Delgrosso
Sent: Thursday, February 07, 2013 2:52 PM
To: [email protected]
Subject: Re: [VoiceOps] OT: What do you recommend for help desk software
We use an array of things for different purposes.
Our customer facing reps use Platypus (billing / ticketing). Its not great but
it does work and is fairly malleable once you can get your head around it.
Internally we use RT for managing tickets between departments.
Our development staff uses Eventum for managing defects since tracking software
bugs is very different from normal tickets. We have also toyed around with Jira
but found it a little daunting for non-developers to submit defects in.
On 02/07/2013 10:43 AM, Carlos Alvarez wrote:
This may be considered slightly off topic here, not sure. I figured some of
you would have insight and recommendations as many people here have a business
similar to ours. We have several small companies who share workers, clients,
and contractors in various ways. We have been using Zendesk for our help desk,
but it's tough because they won't allow one person to be in multiple
organizations. So we have a contractor who is John-A in company A and John-B
for company B, etc. Annoying. We are looking for other options, hosted
preferred, but we can fire it up in a VM if we need to. We are small and would
have about six help desk agent types, and only a few hundred end users. We
don't need highly advanced features like RT would provide; simplicity and
customer acceptance is the highest priority. Must accept tickets/replies by
e-mail. Most of our tickets are handled in a day, and are fairly simple, while
maybe 5% linger for weeks as they are complex, but those still don't!
need a bunch of details in them.
--
Carlos Alvarez
TelEvolve
602-889-3003
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End of VoiceOps Digest, Vol 44, Issue 8
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