We don’t really market it, although we have been thinking we should. It is our own product written inhouse and we think it is pretty cool 😊
Layne Sisk ServerPlus 801.426.8283, ext 102<tel:801.426.8283%2C%20ext%20102> [New logo xl]<http://www.serverplus.com/> [http://i.imgur.com/VOz763A.png] [http://i.imgur.com/xvQYYWa.png]<https://www.facebook.com/ServerPlus365/> [http://i.imgur.com/ELG0AB1.png]<https://twitter.com/RealServerPlus> [Utah 100] [fast50-01] [Inc 5000] From: Af <[email protected]> On Behalf Of Gino A. Villarini Sent: Saturday, April 21, 2018 5:24 PM To: [email protected] Subject: Re: [AFMUG] Trouble/Support Ticketing Website? From: Af <[email protected]<mailto:[email protected]>> on behalf of "Layne com>" <[email protected]<mailto:[email protected]>> Reply-To: "[email protected]<mailto:[email protected]>" <[email protected]<mailto:[email protected]>> Date: Friday, April 20, 2018 at 7:18 PM To: "[email protected]<mailto:[email protected]>" <[email protected]<mailto:[email protected]>> Subject: Re: [AFMUG] Trouble/Support Ticketing A couple of the features that I think make it appealing: 1. Decision Tree process 2. Built in tools like the Router emulators 3. The ability to have a customer text in a picture and have it attached to the ticket 4. Ability to assign to not only individuals but also to groups 5. The integration with Asterisk to have call recordings attached to tickets 6. Automatic assignment of escalations to the appropriate department based on the issue. Powercode and Sonar’s are great, but IssueTracker just has things built very specifically for customer service. PC and Sonar have been very helpful in building integrations so it is basically seamless between IssueTracker or either of those systems. Layne Sisk ServerPlus 801.426.8283, ext 102<tel:801.426.8283%2C%20ext%20102> [New logo xl]<http://www.serverplus.com/> [http://i.imgur.com/VOz763A.png] [http://i.imgur.com/xvQYYWa.png]<https://www.facebook.com/ServerPlus365/> [http://i.imgur.com/ELG0AB1.png]<https://twitter.com/RealServerPlus> [Utah 100] [fast50-01] [Inc 5000] From: Af <[email protected]<mailto:[email protected]>> On Behalf Of Adam Moffett Sent: Thursday, April 19, 2018 12:47 PM To: [email protected]<mailto:[email protected]> Subject: Re: [AFMUG] Trouble/Support Ticketing Layne, If it's something you're able to discuss on list, can you summarize what advantages IssueTracker would give us over the built in ticketing in Powercode or Sonar? Thanks, Adam Gino A. Villarini President Metro Office Park #18 Suite 304 Guaynabo, Puerto Rico 00968 [cid:[email protected]] ------ Original Message ------ From: "Layne Sisk" <[email protected]<mailto:[email protected]>> To: "[email protected]<mailto:[email protected]>" <[email protected]<mailto:[email protected]>> Sent: 4/19/2018 1:39:05 PM Subject: Re: [AFMUG] Trouble/Support Ticketing Hit me up if you want some info on IssueTracker. It is what we used internally and we do license it (or give it away free for the companies we support). It has full integration with Zendesk, Powercode, Sonar, UBO, and has pretty good integration available with SalesForce and Sugar CRM. Layne Sisk ServerPlus 801.426.8283, ext 102<tel:801.426.8283%2C%20ext%20102> [New logo xl]<http://www.serverplus.com/> [http://i.imgur.com/VOz763A.png] [http://i.imgur.com/xvQYYWa.png]<https://www.facebook.com/ServerPlus365/> [http://i.imgur.com/ELG0AB1.png]<https://twitter.com/RealServerPlus> [Utah 100] [fast50-01] [Inc 5000] From: Af <[email protected]<mailto:[email protected]>> On Behalf Of Tim Reichhart Sent: Thursday, April 19, 2018 9:18 AM To: [email protected]<mailto:[email protected]> Subject: Re: [AFMUG] Trouble/Support Ticketing The company I used to work for had custom ticketing that would intergrate into powercode I believe it was all done with API so if any of these open source ticket software have API you should be able to put it into your billing sytstem if the system have API. Tim ________________________________ -----Original Message----- From: "Matt Hoppes" <[email protected]<mailto:[email protected]>> To: [email protected]<mailto:[email protected]> Date: 04/19/18 08:48 Subject: Re: [AFMUG] Trouble/Support Ticketing Well and they're in is the problem. There is no link between Zendesk and power code other than the customer name and email address. But not finding a perfect solution in a billing system this is the solution we have thus far. At least it aggregates all means of communication into one ticket system that we can use internally On Apr 19, 2018, at 08:33, Gino A. Villarini <[email protected]<mailto:[email protected]>> wrote: Nice, but how do you integrate it with the customer info you need to have on hand? From: Af <[email protected]<mailto:[email protected]>> on behalf of Matt Hoppes <[email protected]<mailto:[email protected]>> Reply-To: "[email protected]<mailto:[email protected]>" <[email protected]<mailto:[email protected]>> Date: Thursday, April 19, 2018 at 8:20 AM To: "[email protected]<mailto:[email protected]>" <[email protected]<mailto:[email protected]>> Subject: Re: [AFMUG] Trouble/Support Ticketing Check out Zendesk it will integrate with many things. We have Zendesk integrated with our text messages and Facebook page. The only thing in power code or call logs when someone calls in but there's no reason you couldn't create a new ticket in Zendesk and link it to the customers email address. You can create a new account in Zendesk for the customer if you need to, or if they've ever emailed in before they will already have an account. Gino A. Villarini President Metro Office Park #18 Suite 304 Guaynabo, Puerto Rico 00968 <aeronet-logo_310cfc3e-6691-4f69-bd49-b37b834b9238.png> On Apr 19, 2018, at 07:50, Darin Steffl <[email protected]<mailto:[email protected]>> wrote: I'm afraid of having too many places for tickets so we're trying to decide on one place. I don't want email tickets in zendesk, phone call tickets in Azotel, texts in zipwhip, and Facebook messages on Facebook. I'd really love an easy way (doesn't need to be free) to combine all our support methods into one spot so we don't lose or forget things. On Thu, Apr 19, 2018, 12:14 PM Matt Hoppes <[email protected]<mailto:[email protected]>> wrote: You can open a ticket in Zendesk. Do you mean open a ticket the customer can refer to or for you to track? I guess you could do either. We sometimes open tickets in zendesk to email the customer. Really your billing/CRM system should be handling phone support tickets and linking them to the account. On Apr 19, 2018, at 05:18, Darin Steffl <[email protected]<mailto:[email protected]>> wrote: I am having trouble finding a ticket system that is also good for people who call in. Most seem like you need a customer to email in to create a ticket. It seems harder to manually enter a ticket for those who call us. Am I overlooking something obvious on zendesk for this? I don't need it integrated into my phone system, just an easy way to create a ticket when someone calls in. On Wed, Apr 18, 2018, 11:54 PM Forrest Christian (List Account) <[email protected]<mailto:[email protected]>> wrote: What is everyone using for support tickets nowadays? I've about had it with our system. -- Forrest Christian CEO, PacketFlux Technologies, Inc. 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