I know I am a few days late to this - but I want to transition our
company off of Zoho Desk. I have yet to find the platform I am excited
with to change to. HappyFox looks promising, but I don’t have the time
to honestly evaluate anything right now.
There are lots of little things you will run into that don’t work the
way they should. The code is like Mikrotik… two steps forward one step
back. Our client success team (i.e. support team) don’t love it.
I can’t get Zoho Forms to map to Zoho Desk correctly. I’ve given up on
the integration and now have Zoho Forms e-mail an address associated
with Zoho Desk.
I don’t love the knowledge base.
The upside is the price. I’m now looking at solutions that are 3x the
cost to drive a better experience all around. Zendesk was the gold
standard years ago - now it is filled with so much bloat and a price
point reflective of it.
atheral-logo
Daniel White
Co-Founder
phone: +1 (702) 470-2770
direct: +1 (702) 470-2766
1309 Coffeen Ave Ste 5838
Sheridan, Wyoming 82801
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------ Original Message ------
From "Steve Jones" <[email protected]>
To "AnimalFarm Microwave Users Group" <[email protected]>
Date 5/28/2025 9:49:36 AM
Subject Re: [AFMUG] Ticket systems
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.
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