[169896] in North American Network Operators' Group
Re: Customer Support Ticketing
daemon@ATHENA.MIT.EDU (John Kinsella)
Wed Mar 19 18:39:37 2014
From: John Kinsella <jlk@thrashyour.com>
In-Reply-To: <37184583d9f847ce8d22bc9e0f60ab8e@KWMAIL.local.kw-corp.com>
Date: Wed, 19 Mar 2014 15:39:10 -0700
To: "nanog@nanog.org" <nanog@nanog.org>
Errors-To: nanog-bounces+nanog.discuss=bloom-picayune.mit.edu@nanog.org
I saw mention of Quckbase and wanted to chime in=85I spent some time =
consulting inside Intuit a few years ago, and my oh my they sure eat =
their dog food on QuickBase. It=92s crazy flexible - easy learning curve =
for basic use, and the scripting language allows for some crazy creative =
tricks to accomplish things you wouldn=92t expect. If you wanted to do =
something really customized, it might do the trick. Otherwise, I suspect =
you=92re rebuilding the wheel.
We (Stratosec) are happily using Zendesk, but I do eye Kayako from time =
to time...
John
On Mar 19, 2014, at 3:14 PM, Nolan Rollo <nrollo@kw-corp.com> wrote:
> 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
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> -----Original Message-----
> From: Paul Stewart [mailto:paul@paulstewart.org]=20
> Sent: Wednesday, March 19, 2014 10:01 AM
> To: nanog@nanog.org
> Subject: Customer Support Ticketing
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> Hey folks=85.
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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.
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> 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.
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> So my question is meant high level. For those folks that are ISP=92s =
supporting business customers (including managed customers) along with =
residential 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, 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.
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> **This is not an invitation for sales folks to call on me**
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> Thanks,
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> Paul
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