Thats one The other company i work with is going to go with On Wed, May 28, 2025 at 10:12 AM Zach Underwood <[email protected]> wrote:
> We are rolling out Zoho for helpdesk, field manager and billing right now. > > On Wed, May 28, 2025, 11:07 AM Steve Jones <[email protected]> > wrote: > >> Kayako version we have we used for tracking project time, mutlpiple users >> can update and document the project, sticking time in where it occurred. We >> could report out by project by customer by service tier (MSP not ISP) etc. >> It broke down by tech for spif. >> Had great inbound ticket routing, clear autoresponders, and one other >> case now we will need is a disclaimer to submission along the lines of "I >> accept this is a billable support case and I do want to continue" >> >> Looking at them now it looks like a steroid version of slack, I dont want >> that >> >> We used the shit out of the knowlege base and integrated documentation >> for each MSP customer documentation and hardware config revision storage >> >> I got spoiled on it >> >> This use is MSP service and support, but tracking the sales process >> >> On Wed, May 28, 2025 at 7:33 AM Josh Luthman <[email protected]> >> wrote: >> >>> Might start with what you need, like: >>> >>> *billable time tracking >>> ??? >>> >>> On Tue, May 27, 2025 at 5:51 PM Steve Jones <[email protected]> >>> wrote: >>> >>>> I know that nobody in the history of this list has ever asked about >>>> ticket systems >>>> >>>> What a current, decent, affordable helpdesk system? >>>> >>>> Nothing will beat kayako ever, but ours is a very very old perpetual >>>> license version and the last i looked into them it was priced out with less >>>> features. >>>> >>>> AI is a thing now, so I guess its worth looking at that so called >>>> feature. >>>> >>>> I used to use ours extensively, built out great customer knowlege bases >>>> with interactive troubleshooting. It had good user time tracking. service >>>> tiers with definable escalations and great flow management rulesets. >>>> >>>> The billable time tracking is an absolute must have in this use case >>>> before me. >>>> >>>> I dont think on prem is much benefit any more unless there is still >>>> such a thing as perpetual license software >>>> >>>> The ISP uses the powercode ticket system which is decent for >>>> customer issue tracking, terrible gor general issue tracking, would be >>>> square peg round hole for what i need. >>>> >>>> >>>> -- >>>> AF mailing list >>>> [email protected] >>>> http://af.afmug.com/mailman/listinfo/af_af.afmug.com >>>> >>> -- >>> AF mailing list >>> [email protected] >>> http://af.afmug.com/mailman/listinfo/af_af.afmug.com >>> >> -- >> AF mailing list >> [email protected] >> http://af.afmug.com/mailman/listinfo/af_af.afmug.com >> > -- > AF mailing list > [email protected] > http://af.afmug.com/mailman/listinfo/af_af.afmug.com >
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