[169894] in North American Network Operators' Group
RE: Customer Support Ticketing
daemon@ATHENA.MIT.EDU (Ray Sanders)
Wed Mar 19 18:27:59 2014
From: Ray Sanders <Ray.Sanders@sheknows.com>
To: Nolan Rollo <nrollo@kw-corp.com>, Paul Stewart <paul@paulstewart.org>,
"nanog@nanog.org" <nanog@nanog.org>
Date: Wed, 19 Mar 2014 22:27:21 +0000
In-Reply-To: <37184583d9f847ce8d22bc9e0f60ab8e@KWMAIL.local.kw-corp.com>
Errors-To: nanog-bounces+nanog.discuss=bloom-picayune.mit.edu@nanog.org
Another +1/like/upvote for Kayako. =0A=
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RAY SANDERS=0A=
Senior Systems Engineer=0A=
ray.sanders@sheknows.com=0A=
________________________________________=0A=
From: Nolan Rollo <nrollo@kw-corp.com>=0A=
Sent: Wednesday, March 19, 2014 3:14 PM=0A=
To: Paul Stewart; nanog@nanog.org=0A=
Subject: RE: Customer Support Ticketing=0A=
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For what it's worth, I've actually heard the Intuit guys that sell Quickbas=
e 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 app=
lications well unless you're a perl dev=0A=
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-----Original Message-----=0A=
From: Paul Stewart [mailto:paul@paulstewart.org]=0A=
Sent: Wednesday, March 19, 2014 10:01 AM=0A=
To: nanog@nanog.org=0A=
Subject: Customer Support Ticketing=0A=
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Hey folks=85.=0A=
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We need a new customer ticketing system and I=92m looking for input. I am =
still working on a scope document on everything we want to do with the new =
system.=0A=
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The most common problem I run across is that a system is either built for e=
nterprise internal IT helpdesk or it is built like a CRM sales tracking sys=
tem. We are an ISP among other things and are looking for a powerful and y=
et reasonable cost system to answer email inquiries, allow customers to ope=
n tickets via portal, mobile support, escalation/SLA support, and several o=
ther things. Solarwinds NPM integration would be a huge bonus but not a de=
al breaker. If anyone has a system that they have integrated with Ivue fro=
m NISC (our billing platform) I would be really interested in hearing more =
as well.=0A=
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So my question is meant high level. For those folks that are ISP=92s suppo=
rting business customers (including managed customers) along with residenti=
al eyeball traffic what system(s) do you use and what do you like/dislike?=
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I=92ve looked so far at WHD (Solarwinds product), OTRS, RT, RemedyForce, Ze=
nDesk, HappyFox, Kayako and several others. All of them so far would requi=
re a fair amount of configuration or modifications based on our still devel=
oping wish list. Also worth noting is that we have no full time developmen=
t 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.=0A=
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**This is not an invitation for sales folks to call on me**=0A=
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Thanks,=0A=
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Paul=0A=
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