Re: [AFMUG] Trouble/Support Ticketing

[Layne Sisk]

I will have Dallin reach out to you to give you some details and a demo account 
if you would like it.

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 <af-boun...@afmug.com> On Behalf Of Gino A. Villarini
Sent: Sunday, April 22, 2018 3:22 AM
To: af@afmug.com
Subject: Re: [AFMUG] Trouble/Support Ticketing

Any screenshots ?

From: Af <af-boun...@afmug.com<mailto:af-boun...@afmug.com>> on behalf of 
"Layne com>" <la...@serverplus.com<mailto:la...@serverplus.com>>
Reply-To: "af@afmug.com<mailto:af@afmug.com>" 
<af@afmug.com<mailto:af@afmug.com>>
Date: Saturday, April 21, 2018 at 11:38 PM
To: "af@afmug.com<mailto:af@afmug.com>" <af@afmug.com<mailto:af@afmug.com>>
Subject: Re: [AFMUG] Trouble/Support Ticketing

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 <af-boun...@afmug.com<mailto:af-boun...@afmug.com>> On Behalf Of Gino 
A. Villarini
Sent: Saturday, April 21, 2018 5:24 PM
To: af@afmug.com<mailto:af@afmug.com>
Subject: Re: [AFMUG] Trouble/Support Ticketing

Website?

From: Af <af-boun...@afmug.com<mailto:af-boun...@afmug.com>> on behalf of 
"Layne com>" <la...@serverplus.com<mailto:la...@serverplus.com>>
Reply-To: "af@afmug.com<mailto:af@afmug.com>" 
<af@afmug.com<mailto:af@afmug.com>>
Date: Friday, April 20, 2018 at 7:18 PM
To: "af@afmug.com<mailto:af@afmug.com>" <af@afmug.com<mailto:af@afmug.com>>
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 <af-boun...@afmug.com<mailto:af-boun...@afmug.com>> On Behalf Of Adam 
Moffett
Sent: Thursday, April 19, 2018 12:47 PM
To: af@afmug.com<mailto:af@afmug.com>
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:image005.png@01D3DAED.28A73F30]



Gino A. Villarini

President

Metro Office Park #18 Suite 304 Guaynabo, Puerto Rico 00968


[cid:image005.png@01D3DAED.28A73F30]
-- Original Message --
From: "Layne Sisk" <la...@serverplus.com<mailto:la...@serverplus.com>>
To: "af@afmug.com<mailto:af@afmug.com>" <af@afmug.com<mailto:af@afmug.com>>
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.co

Re: [AFMUG] Trouble/Support Ticketing

[Gino A. Villarini]

Any screenshots ?

From: Af <af-boun...@afmug.com<mailto:af-boun...@afmug.com>> on behalf of 
"Layne com>" <la...@serverplus.com<mailto:la...@serverplus.com>>
Reply-To: "af@afmug.com<mailto:af@afmug.com>" 
<af@afmug.com<mailto:af@afmug.com>>
Date: Saturday, April 21, 2018 at 11:38 PM
To: "af@afmug.com<mailto:af@afmug.com>" <af@afmug.com<mailto:af@afmug.com>>
Subject: Re: [AFMUG] Trouble/Support Ticketing

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 <af-boun...@afmug.com<mailto:af-boun...@afmug.com>> On Behalf Of Gino 
A. Villarini
Sent: Saturday, April 21, 2018 5:24 PM
To: af@afmug.com<mailto:af@afmug.com>
Subject: Re: [AFMUG] Trouble/Support Ticketing

Website?

From: Af <af-boun...@afmug.com<mailto:af-boun...@afmug.com>> on behalf of 
"Layne com>" <la...@serverplus.com<mailto:la...@serverplus.com>>
Reply-To: "af@afmug.com<mailto:af@afmug.com>" 
<af@afmug.com<mailto:af@afmug.com>>
Date: Friday, April 20, 2018 at 7:18 PM
To: "af@afmug.com<mailto:af@afmug.com>" <af@afmug.com<mailto:af@afmug.com>>
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 <af-boun...@afmug.com<mailto:af-boun...@afmug.com>> On Behalf Of Adam 
Moffett
Sent: Thursday, April 19, 2018 12:47 PM
To: af@afmug.com<mailto:af@afmug.com>
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:image005.png@01D3D9B9.1B6F9130]



Gino A. Villarini


President
Metro Office Park #18 Suite 304 Guaynabo, Puerto Rico 00968

[cid:aeronet-logo_310cfc3e-6691-4f69-bd49-b37b834b9238.png]

-- Original Message --
From: "Layne Sisk" <la...@serverplus.com<mailto:la...@serverplus.com>>
To: "af@afmug.com<mailto:af@afmug.com>" <af@afmug.com<mailto:af@afmug.com>>
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 <af-boun...@afmug.com<mailto:af-boun...@afmug.com>> On Behalf Of Tim 
Reichhart
Sent: Thursday, April 19, 2018 9:18 AM
To: af@afmug.com<mailto:af@afmug.com>
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

Re: [AFMUG] Trouble/Support Ticketing

[Layne Sisk]

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 <af-boun...@afmug.com> On Behalf Of Gino A. Villarini
Sent: Saturday, April 21, 2018 5:24 PM
To: af@afmug.com
Subject: Re: [AFMUG] Trouble/Support Ticketing

Website?

From: Af <af-boun...@afmug.com<mailto:af-boun...@afmug.com>> on behalf of 
"Layne com>" <la...@serverplus.com<mailto:la...@serverplus.com>>
Reply-To: "af@afmug.com<mailto:af@afmug.com>" 
<af@afmug.com<mailto:af@afmug.com>>
Date: Friday, April 20, 2018 at 7:18 PM
To: "af@afmug.com<mailto:af@afmug.com>" <af@afmug.com<mailto:af@afmug.com>>
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 <af-boun...@afmug.com<mailto:af-boun...@afmug.com>> On Behalf Of Adam 
Moffett
Sent: Thursday, April 19, 2018 12:47 PM
To: af@afmug.com<mailto:af@afmug.com>
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:image005.png@01D3D9B9.1B6F9130]
-- Original Message --
From: "Layne Sisk" <la...@serverplus.com<mailto:la...@serverplus.com>>
To: "af@afmug.com<mailto:af@afmug.com>" <af@afmug.com<mailto:af@afmug.com>>
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 <af-boun...@afmug.com<mailto:af-boun...@afmug.com>> On Behalf Of Tim 
Reichhart
Sent: Thursday, April 19, 2018 9:18 AM
To: af@afmug.com<mailto:af@afmug.com>
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" 
<mattli...@rivervalleyinternet.net<mailto:mattli...@rivervalleyinternet.net>>
To: af@afmug.com<mailto:af@afmug.com>
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 
<g...@aeronetpr.com<mailto:g...@aeronetpr.com>> wrot

Re: [AFMUG] Trouble/Support Ticketing

[Layne Sisk]

It is, we wrote it entirely inhouse


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 <af-boun...@afmug.com> On Behalf Of Keefe John
Sent: Saturday, April 21, 2018 11:17 AM
To: af@afmug.com
Subject: Re: [AFMUG] Trouble/Support Ticketing

Is issuetracker your own product?

Keefe
On April 19, 2018 1:47:07 PM CDT, Adam Moffett 
<dmmoff...@gmail.com<mailto:dmmoff...@gmail.com>> wrote:
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


-- Original Message --
From: "Layne Sisk" <la...@serverplus.com<mailto:la...@serverplus.com>>
To: "af@afmug.com<mailto:af@afmug.com>" <af@afmug.com<mailto:af@afmug.com>>
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 <af-boun...@afmug.com<mailto:af-boun...@afmug.com>> On Behalf Of Tim 
Reichhart
Sent: Thursday, April 19, 2018 9:18 AM
To: af@afmug.com<mailto:af@afmug.com>
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" 
<mattli...@rivervalleyinternet.net<mailto:mattli...@rivervalleyinternet.net>>
To: af@afmug.com<mailto:af@afmug.com>
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 
<g...@aeronetpr.com<mailto:g...@aeronetpr.com>> wrote:
Nice, but how do you integrate it with the customer info you need to have on 
hand?

From: Af <af-boun...@afmug.com<mailto:af-boun...@afmug.com>> on behalf of Matt 
Hoppes 
<mattli...@rivervalleyinternet.net<mailto:mattli...@rivervalleyinternet.net>>
Reply-To: "af@afmug.com<mailto:af@afmug.com>" 
<af@afmug.com<mailto:af@afmug.com>>
Date: Thursday, April 19, 2018 at 8:20 AM
To: "af@afmug.com<mailto:af@afmug.com>" <af@afmug.com<mailto:af@afmug.com>>
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



On Apr 19, 2018, at 07:50, Darin Steffl 
<darin.ste...@mnwifi.com<mailto:darin.ste...@mnwifi.com>> 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 
<mattli...@rivervalleyinternet.net<mailto:mattli...@rivervalleyinternet.net>> 
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 some

Re: [AFMUG] Trouble/Support Ticketing

[Gino A. Villarini]

Website?

From: Af <af-boun...@afmug.com<mailto:af-boun...@afmug.com>> on behalf of 
"Layne com>" <la...@serverplus.com<mailto:la...@serverplus.com>>
Reply-To: "af@afmug.com<mailto:af@afmug.com>" 
<af@afmug.com<mailto:af@afmug.com>>
Date: Friday, April 20, 2018 at 7:18 PM
To: "af@afmug.com<mailto:af@afmug.com>" <af@afmug.com<mailto:af@afmug.com>>
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 <af-boun...@afmug.com<mailto:af-boun...@afmug.com>> On Behalf Of Adam 
Moffett
Sent: Thursday, April 19, 2018 12:47 PM
To: af@afmug.com<mailto:af@afmug.com>
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:aeronet-logo_310cfc3e-6691-4f69-bd49-b37b834b9238.png]

-- Original Message --
From: "Layne Sisk" <la...@serverplus.com<mailto:la...@serverplus.com>>
To: "af@afmug.com<mailto:af@afmug.com>" <af@afmug.com<mailto:af@afmug.com>>
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 <af-boun...@afmug.com<mailto:af-boun...@afmug.com>> On Behalf Of Tim 
Reichhart
Sent: Thursday, April 19, 2018 9:18 AM
To: af@afmug.com<mailto:af@afmug.com>
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" 
<mattli...@rivervalleyinternet.net<mailto:mattli...@rivervalleyinternet.net>>
To: af@afmug.com<mailto:af@afmug.com>
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 
<g...@aeronetpr.com<mailto:g...@aeronetpr.com>> wrote:
Nice, but how do you integrate it with the customer info you need to have on 
hand?

From: Af <af-boun...@afmug.com<mailto:af-boun...@afmug.com>> on behalf of Matt 
Hoppes 
<mattli...@rivervalleyinternet.net<mailto:mattli...@rivervalleyinternet.net>>
Reply-To: "af@afmug.com<mailto:af@afmug.com>" 
<af@afmug.com<mailto:af@afmug.com>>
Date: Thursday, April 19, 2018 at 8:20 AM
To: "af@afmug.com<mailto:af@afmug.com>" <af@afmug.com<mailto:af@afmug.com>>
Subject: Re: [AFMUG] Trouble/Support Ticketing

Check out Zendesk it will integrate with many things. We have Ze

Re: [AFMUG] Trouble/Support Ticketing

[Keefe John]

Is issuetracker your own product?

Keefe

On April 19, 2018 1:47:07 PM CDT, Adam Moffett <dmmoff...@gmail.com> wrote:
>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
>
>
>-- Original Message --
>From: "Layne Sisk" <la...@serverplus.com>
>To: "af@afmug.com" <af@afmug.com>
>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>
>>
>><http://www.serverplus.com/>
>>
>>
>><https://www.facebook.com/ServerPlus365/>
>>
>><https://twitter.com/RealServerPlus>
>>
>>
>>
>>
>>
>>From: Af <af-boun...@afmug.com> On Behalf Of Tim Reichhart
>>Sent: Thursday, April 19, 2018 9:18 AM
>>To:af@afmug.com
>>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" <mattli...@rivervalleyinternet.net>
>>>To: af@afmug.com
>>>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 <g...@aeronetpr.com> 
>>>wrote:
>>>
>>>>Nice, but how do you integrate it with the customer info you need to
>
>>>>have on hand?
>>>>
>>>>
>>>>
>>>>From: Af <af-boun...@afmug.com> on behalf of Matt Hoppes 
>>>><mattli...@rivervalleyinternet.net>
>>>>Reply-To: "af@afmug.com" <af@afmug.com>
>>>>Date: Thursday, April 19, 2018 at 8:20 AM
>>>>To: "af@afmug.com" <af@afmug.com>
>>>>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
>>>>
>>>>
>>>>
>>>>On Apr 19, 2018, at 07:50, Darin Steffl <darin.ste...@mnwifi.com> 
>>>>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 on

Re: [AFMUG] Trouble/Support Ticketing

[Chuck McCown]

Yeah, that asterisk recording has helped us a bunch of times.  Especially when 
folks get stupid.

From: Layne Sisk 
Sent: Friday, April 20, 2018 5:18 PM
To: af@afmug.com 
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









   

 

From: Af <af-boun...@afmug.com> On Behalf Of Adam Moffett
Sent: Thursday, April 19, 2018 12:47 PM
To: af@afmug.com
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

 

 

-- Original Message --

From: "Layne Sisk" <la...@serverplus.com>

To: "af@afmug.com" <af@afmug.com>

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









 

   

  From: Af <af-boun...@afmug.com> On Behalf Of Tim Reichhart
  Sent: Thursday, April 19, 2018 9:18 AM
  To: af@afmug.com
  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" <mattli...@rivervalleyinternet.net>
    To: af@afmug.com
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 <g...@aeronetpr.com> wrote:

  Nice, but how do you integrate it with the customer info you need to have 
on hand? 

   

  From: Af <af-boun...@afmug.com> on behalf of Matt Hoppes 
<mattli...@rivervalleyinternet.net>
  Reply-To: "af@afmug.com" <af@afmug.com>
  Date: Thursday, April 19, 2018 at 8:20 AM
  To: "af@afmug.com" <af@afmug.com>
  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
   

  

  On Apr 19, 2018, at 07:50, Darin Steffl <darin.ste...@mnwifi.com> 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 
<mattli...@rivervalleyinternet.net> wrote:

  You can open a ticket in Zendesk. 

   

  Do you mean open a ticket the customer can refer to or for you to 
track?

Re: [AFMUG] Trouble/Support Ticketing

[Layne Sisk]

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 <af-boun...@afmug.com> On Behalf Of Adam Moffett
Sent: Thursday, April 19, 2018 12:47 PM
To: af@afmug.com
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


-- Original Message --
From: "Layne Sisk" <la...@serverplus.com<mailto:la...@serverplus.com>>
To: "af@afmug.com<mailto:af@afmug.com>" <af@afmug.com<mailto:af@afmug.com>>
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 <af-boun...@afmug.com<mailto:af-boun...@afmug.com>> On Behalf Of Tim 
Reichhart
Sent: Thursday, April 19, 2018 9:18 AM
To: af@afmug.com<mailto:af@afmug.com>
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" 
<mattli...@rivervalleyinternet.net<mailto:mattli...@rivervalleyinternet.net>>
To: af@afmug.com<mailto:af@afmug.com>
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 
<g...@aeronetpr.com<mailto:g...@aeronetpr.com>> wrote:
Nice, but how do you integrate it with the customer info you need to have on 
hand?

From: Af <af-boun...@afmug.com<mailto:af-boun...@afmug.com>> on behalf of Matt 
Hoppes 
<mattli...@rivervalleyinternet.net<mailto:mattli...@rivervalleyinternet.net>>
Reply-To: "af@afmug.com<mailto:af@afmug.com>" 
<af@afmug.com<mailto:af@afmug.com>>
Date: Thursday, April 19, 2018 at 8:20 AM
To: "af@afmug.com<mailto:af@afmug.com>" <af@afmug.com<mailto:af@afmug.com>>
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



On Apr 19, 2018, at 07:50, Darin Steffl 
<darin.ste...@mnwifi.com<mailto:darin.ste...@mnwifi.com>> 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 

Re: [AFMUG] Trouble/Support Ticketing

[Steve Jones]

Poking through it, the troubleshooter(DT), if you put some work into it is
outstanding

On Thu, Apr 19, 2018 at 1:47 PM, Adam Moffett <dmmoff...@gmail.com> wrote:

> 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
>
>
> -- Original Message --
> From: "Layne Sisk" <la...@serverplus.com>
> To: "af@afmug.com" <af@afmug.com>
> 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
>
> [image: New logo xl] <http://www.serverplus.com/>
>
> [image: http://i.imgur.com/VOz763A.png]
>
> [image: http://i.imgur.com/xvQYYWa.png]
> <https://www.facebook.com/ServerPlus365/>
>
> [image: http://i.imgur.com/ELG0AB1.png]
> <https://twitter.com/RealServerPlus>
>
> [image: Utah 100]   [image: fast50-01][image: Inc 5000]
>
>
>
> *From:* Af <af-boun...@afmug.com> *On Behalf Of *Tim Reichhart
> *Sent:* Thursday, April 19, 2018 9:18 AM
> *To:* af@afmug.com
> *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" <mattli...@rivervalleyinternet.net>
> To: af@afmug.com
> 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 <g...@aeronetpr.com> wrote:
>
> Nice, but how do you integrate it with the customer info you need to have
> on hand?
>
>
>
> *From:* Af <af-boun...@afmug.com> on behalf of Matt Hoppes <mattlists@
> rivervalleyinternet.net>
> *Reply-To:* "af@afmug.com" <af@afmug.com>
> *Date:* Thursday, April 19, 2018 at 8:20 AM
> *To:* "af@afmug.com" <af@afmug.com>
> *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
>
> 
>
> On Apr 19, 2018, at 07:50, Darin Steffl <darin.ste...@mnwifi.com> 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 <mattlists@
> rivervalleyinternet.net> 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 <darin.ste...@mnwifi.com> 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 cr

Re: [AFMUG] Trouble/Support Ticketing

[Adam Moffett]

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


-- Original Message --
From: "Layne Sisk" <la...@serverplus.com>
To: "af@afmug.com" <af@afmug.com>
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>

<http://www.serverplus.com/>


<https://www.facebook.com/ServerPlus365/>

<https://twitter.com/RealServerPlus>





From: Af <af-boun...@afmug.com> On Behalf Of Tim Reichhart
Sent: Thursday, April 19, 2018 9:18 AM
To:af@afmug.com
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" <mattli...@rivervalleyinternet.net>
To: af@afmug.com
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 <g...@aeronetpr.com> 
wrote:


Nice, but how do you integrate it with the customer info you need to 
have on hand?




From: Af <af-boun...@afmug.com> on behalf of Matt Hoppes 
<mattli...@rivervalleyinternet.net>

Reply-To: "af@afmug.com" <af@afmug.com>
Date: Thursday, April 19, 2018 at 8:20 AM
To: "af@afmug.com" <af@afmug.com>
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



On Apr 19, 2018, at 07:50, Darin Steffl <darin.ste...@mnwifi.com> 
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 
<mattli...@rivervalleyinternet.net> 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 <darin.ste...@mnwifi.com> 
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) 
<li...@packetflux.com> wrote:


What is everyone using for support tickets nowadays?  I've about 
had it with our system.




--

Forrest Christian CEO, PacketFlux Technologies, Inc.

Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 
59602


forre...@imach.com | http://www.packetflux.com 
<http://www.packetflux.com/>


<http://www.linkedin.com/in/fwchristian>  
<http://facebook.com/packetflux>  
<http://twitter.com/@packetflux>

Re: [AFMUG] Trouble/Support Ticketing

[Layne Sisk]

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 <af-boun...@afmug.com> On Behalf Of Tim Reichhart
Sent: Thursday, April 19, 2018 9:18 AM
To: af@afmug.com
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" 
<mattli...@rivervalleyinternet.net<mailto:mattli...@rivervalleyinternet.net>>
To: af@afmug.com<mailto:af@afmug.com>
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 
<g...@aeronetpr.com<mailto:g...@aeronetpr.com>> wrote:
Nice, but how do you integrate it with the customer info you need to have on 
hand?

From: Af <af-boun...@afmug.com<mailto:af-boun...@afmug.com>> on behalf of Matt 
Hoppes 
<mattli...@rivervalleyinternet.net<mailto:mattli...@rivervalleyinternet.net>>
Reply-To: "af@afmug.com<mailto:af@afmug.com>" 
<af@afmug.com<mailto:af@afmug.com>>
Date: Thursday, April 19, 2018 at 8:20 AM
To: "af@afmug.com<mailto:af@afmug.com>" <af@afmug.com<mailto:af@afmug.com>>
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



On Apr 19, 2018, at 07:50, Darin Steffl 
<darin.ste...@mnwifi.com<mailto:darin.ste...@mnwifi.com>> 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 
<mattli...@rivervalleyinternet.net<mailto:mattli...@rivervalleyinternet.net>> 
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 
<darin.ste...@mnwifi.com<mailto:darin.ste...@mnwifi.com>> 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) 
<li...@packetflux.com<mailto:li...@packetflux.com>> wrote:
What is everyone using for support tickets nowadays?  I've about had it with 
our system.

--
Forrest Christian CEO, PacketFlux Technologies, Inc.
Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
forre...@imach.com<mailto:forre...@imach.com> | 
http://www.packetflux.com<http://www.packetflux.com/>
[https://s3.amazonaws.com/images.wisestamp.com/icons/linkedin.png]<http://www.linkedin.com/in/fwchristian>
 [https://s3.amazonaws.com/images.wisestamp.com/icons/facebook.png] 
<http://facebook.com/packetflux>  
[https://s3.amazonaws.com/images.wisestamp.com/icons/twitter.png] 
<http://twitter.com/@packetflux>

Re: [AFMUG] Trouble/Support Ticketing

[Tim Reichhart]

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" <mattli...@rivervalleyinternet.net>
To: af@afmug.com
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 <g...@aeronetpr.com> wrote:



Nice, but how do you integrate it with the customer info you need to have on 
hand? 


From: Af <af-boun...@afmug.com> on behalf of Matt Hoppes 
<mattli...@rivervalleyinternet.net>
Reply-To: "af@afmug.com" <af@afmug.com>
Date: Thursday, April 19, 2018 at 8:20 AM
To: "af@afmug.com" <af@afmug.com>
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

On Apr 19, 2018, at 07:50, Darin Steffl <darin.ste...@mnwifi.com> 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 <mattli...@rivervalleyinternet.net> 
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 <darin.ste...@mnwifi.com> 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) 
<li...@packetflux.com> wrote:

What is everyone using for support tickets nowadays?  I've about had it with 
our system.


--

 Forrest Christian CEO, PacketFlux Technologies, Inc.
Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
forre...@imach.com | http://www.packetflux.com
  

Re: [AFMUG] Trouble/Support Ticketing

[Justin Wilson]

If you aren’t using a billing system look into Zoho.  They have a product 
called zoho1 that does a ton of stuff.  Has all of their applications for $35 a 
month, which includes billing, ticketing, CRM, etc.

Justin Wilson
j...@mtin.net

www.mtin.net
www.midwest-ix.com

> On Apr 19, 2018, at 10:24 AM, Andy Trimmell <atrimm...@precisionds.com> wrote:
> 
> Maybe check out www.Faveohelpdesk.com <http://www.faveohelpdesk.com/>
>  
>  
> I’ve looked into it a few times if you’re looking for something simple.
>  
>  
>  
> Andy Trimmell
> Systems Engineer
> PDS Connect
> 317-831-3000
>  
>  
>  
> From: Af [mailto:af-boun...@afmug.com <mailto:af-boun...@afmug.com>] On 
> Behalf Of Gino A. Villarini
> Sent: Thursday, April 19, 2018 9:35 AM
> To: af@afmug.com <mailto:af@afmug.com>
> Subject: Re: [AFMUG] Trouble/Support Ticketing
>  
> We are currently moving from a “old CRM” to SONAR. In Sonar, I would have all 
> the customer info but no multichannel CRM.  WE are looking into how to 
> integrate SONAR API so we can manage other support channels like twitter, 
> facebook etc. 
>  
> From: Af <af-boun...@afmug.com <mailto:af-boun...@afmug.com>> on behalf of 
> Matt Hoppes <mattli...@rivervalleyinternet.net 
> <mailto:mattli...@rivervalleyinternet.net>>
> Reply-To: "af@afmug.com <mailto:af@afmug.com>" <af@afmug.com 
> <mailto:af@afmug.com>>
> Date: Thursday, April 19, 2018 at 8:47 AM
> To: "af@afmug.com <mailto:af@afmug.com>" <af@afmug.com <mailto:af@afmug.com>>
> 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
>  
>  
> 
> Gino A. Villarini
> 
> President
> Metro Office Park #18 Suite 304 Guaynabo, Puerto Rico 00968
> 
> 
> On Apr 19, 2018, at 08:33, Gino A. Villarini <g...@aeronetpr.com 
> <mailto:g...@aeronetpr.com>> wrote:
> 
> Nice, but how do you integrate it with the customer info you need to have on 
> hand? 
>  
> From: Af <af-boun...@afmug.com <mailto:af-boun...@afmug.com>> on behalf of 
> Matt Hoppes <mattli...@rivervalleyinternet.net 
> <mailto:mattli...@rivervalleyinternet.net>>
> Reply-To: "af@afmug.com <mailto:af@afmug.com>" <af@afmug.com 
> <mailto:af@afmug.com>>
> Date: Thursday, April 19, 2018 at 8:20 AM
> To: "af@afmug.com <mailto:af@afmug.com>" <af@afmug.com <mailto:af@afmug.com>>
> 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
> 
> 
> On Apr 19, 2018, at 07:50, Darin Steffl <darin.ste...@mnwifi.com 
> <mailto:darin.ste...@mnwifi.com>> 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 <mattli...@rivervalleyinternet.net 
> <mailto:mattli...@rivervalleyinternet.net>> 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 <darin.ste...@mnwifi.com 
> <mailto:darin.ste...@mnwifi.com>> 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 see

Re: [AFMUG] Trouble/Support Ticketing

[Andy Trimmell]

Maybe check out www.Faveohelpdesk.com

 

 

I've looked into it a few times if you're looking for something simple.

 

 

 

Andy Trimmell

Systems Engineer

PDS Connect

317-831-3000

 

 

 

From: Af [mailto:af-boun...@afmug.com] On Behalf Of Gino A. Villarini
Sent: Thursday, April 19, 2018 9:35 AM
To: af@afmug.com
Subject: Re: [AFMUG] Trouble/Support Ticketing

 

We are currently moving from a "old CRM" to SONAR. In Sonar, I would
have all the customer info but no multichannel CRM.  WE are looking into
how to integrate SONAR API so we can manage other support channels like
twitter, facebook etc. 

 

From: Af <af-boun...@afmug.com> on behalf of Matt Hoppes <
mattli...@rivervalleyinternet.net>
Reply-To: "af@afmug.com" <af@afmug.com>
Date: Thursday, April 19, 2018 at 8:47 AM
To: "af@afmug.com" <af@afmug.com>
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

 

 

Gino A. Villarini

President

Metro Office Park #18 Suite 304 Guaynabo, Puerto Rico 00968

 

On Apr 19, 2018, at 08:33, Gino A. Villarini <g...@aeronetpr.com> wrote:

Nice, but how do you integrate it with the customer info you
need to have on hand? 

 

From: Af <af-boun...@afmug.com> on behalf of Matt Hoppes <
mattli...@rivervalleyinternet.net>
Reply-To: "af@afmug.com" <af@afmug.com>
Date: Thursday, April 19, 2018 at 8:20 AM
To: "af@afmug.com" <af@afmug.com>
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



On Apr 19, 2018, at 07:50, Darin Steffl <
darin.ste...@mnwifi.com> 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 <
mattli...@rivervalleyinternet.net> 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 <
darin.ste...@mnwifi.com> 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) <li...@packetflux.com> wrote:

What is everyone using for support
tickets nowadays?  I've about had it with our system.


 

-- 

Forrest Christian CEO, PacketFlux Technologies, Inc.

Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602

forre...@imach.com <mailto:forre...@imach.com>  | 
http://www.packetflux.com <http://www.packetflux.com/> 

 <http://www.linkedin.com/in/fwchristian>   
<http://facebook.com/packetflux>   <http://twitter.com/@packetflux> 

 
<http://ws-stats.appspot.com

Re: [AFMUG] Trouble/Support Ticketing

[Gino A. Villarini]

We are currently moving from a “old CRM” to SONAR. In Sonar, I would have all 
the customer info but no multichannel CRM.  WE are looking into how to 
integrate SONAR API so we can manage other support channels like twitter, 
facebook etc.

From: Af <af-boun...@afmug.com<mailto:af-boun...@afmug.com>> on behalf of Matt 
Hoppes 
<mattli...@rivervalleyinternet.net<mailto:mattli...@rivervalleyinternet.net>>
Reply-To: "af@afmug.com<mailto:af@afmug.com>" 
<af@afmug.com<mailto:af@afmug.com>>
Date: Thursday, April 19, 2018 at 8:47 AM
To: "af@afmug.com<mailto:af@afmug.com>" <af@afmug.com<mailto:af@afmug.com>>
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




Gino A. Villarini


President
Metro Office Park #18 Suite 304 Guaynabo, Puerto Rico 00968

[cid:aeronet-logo_310cfc3e-6691-4f69-bd49-b37b834b9238.png]

On Apr 19, 2018, at 08:33, Gino A. Villarini 
<g...@aeronetpr.com<mailto:g...@aeronetpr.com>> wrote:

Nice, but how do you integrate it with the customer info you need to have on 
hand?

From: Af <af-boun...@afmug.com<mailto:af-boun...@afmug.com>> on behalf of Matt 
Hoppes 
<mattli...@rivervalleyinternet.net<mailto:mattli...@rivervalleyinternet.net>>
Reply-To: "af@afmug.com<mailto:af@afmug.com>" 
<af@afmug.com<mailto:af@afmug.com>>
Date: Thursday, April 19, 2018 at 8:20 AM
To: "af@afmug.com<mailto:af@afmug.com>" <af@afmug.com<mailto:af@afmug.com>>
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



On Apr 19, 2018, at 07:50, Darin Steffl 
<darin.ste...@mnwifi.com<mailto:darin.ste...@mnwifi.com>> 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 
<mattli...@rivervalleyinternet.net<mailto:mattli...@rivervalleyinternet.net>> 
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 
<darin.ste...@mnwifi.com<mailto:darin.ste...@mnwifi.com>> 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) 
<li...@packetflux.com<mailto:li...@packetflux.com>> wrote:
What is everyone using for support tickets nowadays?  I've about had it with 
our system.

--
Forrest Christian CEO, PacketFlux Technologies, Inc.
Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
forre...@imach.com<mailto:forre...@imach.com> | 
http://www.packetflux.com<http://www.packetflux.com/>
[https://s3.amazonaws.com/images.wisestamp.com/icons/linkedin.png]<http://www.linkedin.com/in/fwchristian>
 [https://s3.amazonaws.com/images.wisestamp.com/icons/facebook.png] 
<http://facebook.com/packetflux>  
[https://s3.amazonaws.com/images.wisestamp.com/icons/twitter.png] 
<http://twitter.com/@packetflux>

Re: [AFMUG] Trouble/Support Ticketing

[Matt Hoppes]

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 <g...@aeronetpr.com> wrote:
> 
> Nice, but how do you integrate it with the customer info you need to have on 
> hand? 
> 
> From: Af <af-boun...@afmug.com> on behalf of Matt Hoppes 
> <mattli...@rivervalleyinternet.net>
> Reply-To: "af@afmug.com" <af@afmug.com>
> Date: Thursday, April 19, 2018 at 8:20 AM
> To: "af@afmug.com" <af@afmug.com>
> 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
> 
> 
> On Apr 19, 2018, at 07:50, Darin Steffl <darin.ste...@mnwifi.com> 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 
>>> <mattli...@rivervalleyinternet.net> 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 <darin.ste...@mnwifi.com> 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) 
>>>>> <li...@packetflux.com> wrote:
>>>>> What is everyone using for support tickets nowadays?  I've about had it 
>>>>> with our system.
>>>>> 
>>>>> -- 
>>>>> Forrest Christian CEO, PacketFlux Technologies, Inc.
>>>>> Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
>>>>> forre...@imach.com | http://www.packetflux.com
>>>>>
>>>>> 

Re: [AFMUG] Trouble/Support Ticketing

[Gino A. Villarini]

Nice, but how do you integrate it with the customer info you need to have on 
hand?

From: Af <af-boun...@afmug.com<mailto:af-boun...@afmug.com>> on behalf of Matt 
Hoppes 
<mattli...@rivervalleyinternet.net<mailto:mattli...@rivervalleyinternet.net>>
Reply-To: "af@afmug.com<mailto:af@afmug.com>" 
<af@afmug.com<mailto:af@afmug.com>>
Date: Thursday, April 19, 2018 at 8:20 AM
To: "af@afmug.com<mailto:af@afmug.com>" <af@afmug.com<mailto:af@afmug.com>>
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

[cid:aeronet-logo_310cfc3e-6691-4f69-bd49-b37b834b9238.png]

On Apr 19, 2018, at 07:50, Darin Steffl 
<darin.ste...@mnwifi.com<mailto:darin.ste...@mnwifi.com>> 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 
<mattli...@rivervalleyinternet.net<mailto:mattli...@rivervalleyinternet.net>> 
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 
<darin.ste...@mnwifi.com<mailto:darin.ste...@mnwifi.com>> 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) 
<li...@packetflux.com<mailto:li...@packetflux.com>> wrote:
What is everyone using for support tickets nowadays?  I've about had it with 
our system.

--
Forrest Christian CEO, PacketFlux Technologies, Inc.
Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
forre...@imach.com<mailto:forre...@imach.com> | 
http://www.packetflux.com<http://www.packetflux.com/>
[https://s3.amazonaws.com/images.wisestamp.com/icons/linkedin.png]<http://www.linkedin.com/in/fwchristian>
 [https://s3.amazonaws.com/images.wisestamp.com/icons/facebook.png] 
<http://facebook.com/packetflux>  
[https://s3.amazonaws.com/images.wisestamp.com/icons/twitter.png] 
<http://twitter.com/@packetflux>

Re: [AFMUG] Trouble/Support Ticketing

[Matt Hoppes]

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.

> On Apr 19, 2018, at 07:50, Darin Steffl  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 
>>  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  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) 
>>>  wrote:
 What is everyone using for support tickets nowadays?  I've about had it 
 with our system.
 
 -- 
 Forrest Christian CEO, PacketFlux Technologies, Inc.
 Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
 forre...@imach.com | http://www.packetflux.com
   
 

Re: [AFMUG] Trouble/Support Ticketing

[Darin Steffl]

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 <
mattli...@rivervalleyinternet.net> 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  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) <
> li...@packetflux.com> wrote:
>
>> What is everyone using for support tickets nowadays?  I've about had it
>> with our system.
>>
>> --
>> *Forrest Christian* *CEO**, PacketFlux Technologies, Inc.*
>> Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
>> forre...@imach.com | http://www.packetflux.com
>> 
>>   
>>
>>

Re: [AFMUG] Trouble/Support Ticketing

[Matt Hoppes]

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  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) 
>  wrote:
>> What is everyone using for support tickets nowadays?  I've about had it with 
>> our system.
>> 
>> -- 
>> Forrest Christian CEO, PacketFlux Technologies, Inc.
>> Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
>> forre...@imach.com | http://www.packetflux.com
>>   
>> 

Re: [AFMUG] Trouble/Support Ticketing

[Darin Steffl]

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) <
li...@packetflux.com> wrote:

> What is everyone using for support tickets nowadays?  I've about had it
> with our system.
>
> --
> *Forrest Christian* *CEO**, PacketFlux Technologies, Inc.*
> Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
> forre...@imach.com | http://www.packetflux.com
>   
>   
>
>

Re: [AFMUG] Trouble/Support Ticketing

[Steve Jones]

wow, it might be a good thing for you, the ecommerce stuff is cool, shows
what your people look at, what they buy, you can have google/facebook
godlike powers

On Wed, Apr 18, 2018 at 11:44 PM, Steve Jones 
wrote:

> i dont care for your ticket system
> dont have to use it often, but i dont like it
> powercodes ticket system has gotten pretty useful, it would be nice if
> they had just that module, you could always start a wisp
>
> best ticket system we use is kayako, but last i ppriced it, was outside
> our budget since we had depreciated its use to powercode. but it would be
> perfect for you, has a knowlegbase, troubleshooter, newsfeed, etc. we still
> use our old version for our contract services support and billing (its got
> good project time tracking) but the database is corrupting, old knowlege
> bases are disappearing. Thats just cause we havent renewed it in so long or
> maintained any of it
>
> https://www.kayako.com/ I just looked at their website, not terrible
> recurring pricing, not sure if they have a perpetual on premise solution
> anymore like what we run, we have the esupport suite
>
> On Wed, Apr 18, 2018 at 10:39 PM, Jon Lee 
> wrote:
>
>> We have OS ticket running on a Linode instace.
>>
>> -Jon
>>
>> On Wed, Apr 18, 2018, 5:38 PM Forrest Christian (List Account) <
>> li...@packetflux.com> wrote:
>>
>>> I'm currently running an instance of OSticket.   There is a bug
>>> somewhere in the version I'm running which causes tickets with activity on
>>> them (new or more frequently rather old ones) to not be put in a state
>>> where it is obvious that there has been activity on them.  Often we'll find
>>> them weeks or months later, or more often , when a customer asks "any
>>> updates?".
>>>
>>> There are a few other issues, which I'm not thrilled with.   It was
>>> better than the hosted version we were using, but still not perfect.
>>>
>>> Ticketing systems seem to be like phone systems, they're all nice when
>>> they're new, but the nice wears off quickly.
>>>
>>> On Wed, Apr 18, 2018 at 5:25 PM, Keefe John 
>>> wrote:
>>>
 If you want free a lot of people also use Request Tracker and OS Ticket.

 Keefe

 On April 18, 2018 6:07:50 PM CDT, "Forrest Christian (List Account)" <
 li...@packetflux.com> wrote:
>
> Yeah, I'm sort of leaning toward Zendesk just because of all of the
> integrations.
>
> On Wed, Apr 18, 2018 at 4:55 PM, Keefe John 
> wrote:
>
>> We use Sonar but zendesk is very popular.
>>
>> Keefe
>>
>>
>> On April 18, 2018 5:54:10 PM CDT, "Forrest Christian (List Account)" <
>> li...@packetflux.com> wrote:
>>>
>>> What is everyone using for support tickets nowadays?  I've about had
>>> it with our system.
>>>
>>> --
>>> *Forrest Christian* *CEO**, PacketFlux Technologies, Inc.*
>>> Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
>>> 
>>> forre...@imach.com | http://www.packetflux.com
>>> 
>>>   
>>>
>>>
>> --
>> Sent from my Android device with K-9 Mail. Please excuse my brevity.
>>
>
>
>
> --
> *Forrest Christian* *CEO**, PacketFlux Technologies, Inc.*
> Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
> 
> forre...@imach.com | http://www.packetflux.com
> 
>   
>
>
 --
 Sent from my Android device with K-9 Mail. Please excuse my brevity.

>>>
>>>
>>>
>>> --
>>> *Forrest Christian* *CEO**, PacketFlux Technologies, Inc.*
>>> Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
>>> 
>>> forre...@imach.com | http://www.packetflux.com
>>> 
>>>   
>>>
>>>
>

Re: [AFMUG] Trouble/Support Ticketing

[Steve Jones]

i dont care for your ticket system
dont have to use it often, but i dont like it
powercodes ticket system has gotten pretty useful, it would be nice if they
had just that module, you could always start a wisp

best ticket system we use is kayako, but last i ppriced it, was outside our
budget since we had depreciated its use to powercode. but it would be
perfect for you, has a knowlegbase, troubleshooter, newsfeed, etc. we still
use our old version for our contract services support and billing (its got
good project time tracking) but the database is corrupting, old knowlege
bases are disappearing. Thats just cause we havent renewed it in so long or
maintained any of it

https://www.kayako.com/ I just looked at their website, not terrible
recurring pricing, not sure if they have a perpetual on premise solution
anymore like what we run, we have the esupport suite

On Wed, Apr 18, 2018 at 10:39 PM, Jon Lee  wrote:

> We have OS ticket running on a Linode instace.
>
> -Jon
>
> On Wed, Apr 18, 2018, 5:38 PM Forrest Christian (List Account) <
> li...@packetflux.com> wrote:
>
>> I'm currently running an instance of OSticket.   There is a bug somewhere
>> in the version I'm running which causes tickets with activity on them (new
>> or more frequently rather old ones) to not be put in a state where it is
>> obvious that there has been activity on them.  Often we'll find them weeks
>> or months later, or more often , when a customer asks "any updates?".
>>
>> There are a few other issues, which I'm not thrilled with.   It was
>> better than the hosted version we were using, but still not perfect.
>>
>> Ticketing systems seem to be like phone systems, they're all nice when
>> they're new, but the nice wears off quickly.
>>
>> On Wed, Apr 18, 2018 at 5:25 PM, Keefe John 
>> wrote:
>>
>>> If you want free a lot of people also use Request Tracker and OS Ticket.
>>>
>>> Keefe
>>>
>>> On April 18, 2018 6:07:50 PM CDT, "Forrest Christian (List Account)" <
>>> li...@packetflux.com> wrote:

 Yeah, I'm sort of leaning toward Zendesk just because of all of the
 integrations.

 On Wed, Apr 18, 2018 at 4:55 PM, Keefe John 
 wrote:

> We use Sonar but zendesk is very popular.
>
> Keefe
>
>
> On April 18, 2018 5:54:10 PM CDT, "Forrest Christian (List Account)" <
> li...@packetflux.com> wrote:
>>
>> What is everyone using for support tickets nowadays?  I've about had
>> it with our system.
>>
>> --
>> *Forrest Christian* *CEO**, PacketFlux Technologies, Inc.*
>> Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
>> 
>> forre...@imach.com | http://www.packetflux.com
>> 
>>   
>>
>>
> --
> Sent from my Android device with K-9 Mail. Please excuse my brevity.
>



 --
 *Forrest Christian* *CEO**, PacketFlux Technologies, Inc.*
 Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
 
 forre...@imach.com | http://www.packetflux.com
 
   


>>> --
>>> Sent from my Android device with K-9 Mail. Please excuse my brevity.
>>>
>>
>>
>>
>> --
>> *Forrest Christian* *CEO**, PacketFlux Technologies, Inc.*
>> Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
>> 
>> forre...@imach.com | http://www.packetflux.com
>> 
>>   
>>
>>

Re: [AFMUG] Trouble/Support Ticketing

[Jon Lee]

We have OS ticket running on a Linode instace.

-Jon

On Wed, Apr 18, 2018, 5:38 PM Forrest Christian (List Account) <
li...@packetflux.com> wrote:

> I'm currently running an instance of OSticket.   There is a bug somewhere
> in the version I'm running which causes tickets with activity on them (new
> or more frequently rather old ones) to not be put in a state where it is
> obvious that there has been activity on them.  Often we'll find them weeks
> or months later, or more often , when a customer asks "any updates?".
>
> There are a few other issues, which I'm not thrilled with.   It was better
> than the hosted version we were using, but still not perfect.
>
> Ticketing systems seem to be like phone systems, they're all nice when
> they're new, but the nice wears off quickly.
>
> On Wed, Apr 18, 2018 at 5:25 PM, Keefe John  wrote:
>
>> If you want free a lot of people also use Request Tracker and OS Ticket.
>>
>> Keefe
>>
>> On April 18, 2018 6:07:50 PM CDT, "Forrest Christian (List Account)" <
>> li...@packetflux.com> wrote:
>>>
>>> Yeah, I'm sort of leaning toward Zendesk just because of all of the
>>> integrations.
>>>
>>> On Wed, Apr 18, 2018 at 4:55 PM, Keefe John 
>>> wrote:
>>>
 We use Sonar but zendesk is very popular.

 Keefe


 On April 18, 2018 5:54:10 PM CDT, "Forrest Christian (List Account)" <
 li...@packetflux.com> wrote:
>
> What is everyone using for support tickets nowadays?  I've about had
> it with our system.
>
> --
> *Forrest Christian* *CEO**, PacketFlux Technologies, Inc.*
> Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
> 
> forre...@imach.com | http://www.packetflux.com
> 
>   
>
>
 --
 Sent from my Android device with K-9 Mail. Please excuse my brevity.

>>>
>>>
>>>
>>> --
>>> *Forrest Christian* *CEO**, PacketFlux Technologies, Inc.*
>>> Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
>>> 
>>> forre...@imach.com | http://www.packetflux.com
>>> 
>>>   
>>>
>>>
>> --
>> Sent from my Android device with K-9 Mail. Please excuse my brevity.
>>
>
>
>
> --
> *Forrest Christian* *CEO**, PacketFlux Technologies, Inc.*
> Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
> forre...@imach.com | http://www.packetflux.com
>   
>   
>
>

Re: [AFMUG] Trouble/Support Ticketing

[Forrest Christian (List Account)]

I'm currently running an instance of OSticket.   There is a bug somewhere
in the version I'm running which causes tickets with activity on them (new
or more frequently rather old ones) to not be put in a state where it is
obvious that there has been activity on them.  Often we'll find them weeks
or months later, or more often , when a customer asks "any updates?".

There are a few other issues, which I'm not thrilled with.   It was better
than the hosted version we were using, but still not perfect.

Ticketing systems seem to be like phone systems, they're all nice when
they're new, but the nice wears off quickly.

On Wed, Apr 18, 2018 at 5:25 PM, Keefe John  wrote:

> If you want free a lot of people also use Request Tracker and OS Ticket.
>
> Keefe
>
> On April 18, 2018 6:07:50 PM CDT, "Forrest Christian (List Account)" <
> li...@packetflux.com> wrote:
>>
>> Yeah, I'm sort of leaning toward Zendesk just because of all of the
>> integrations.
>>
>> On Wed, Apr 18, 2018 at 4:55 PM, Keefe John 
>> wrote:
>>
>>> We use Sonar but zendesk is very popular.
>>>
>>> Keefe
>>>
>>>
>>> On April 18, 2018 5:54:10 PM CDT, "Forrest Christian (List Account)" <
>>> li...@packetflux.com> wrote:

 What is everyone using for support tickets nowadays?  I've about had it
 with our system.

 --
 *Forrest Christian* *CEO**, PacketFlux Technologies, Inc.*
 Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
 
 forre...@imach.com | http://www.packetflux.com
 
   


>>> --
>>> Sent from my Android device with K-9 Mail. Please excuse my brevity.
>>>
>>
>>
>>
>> --
>> *Forrest Christian* *CEO**, PacketFlux Technologies, Inc.*
>> Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
>> 
>> forre...@imach.com | http://www.packetflux.com
>> 
>>   
>>
>>
> --
> Sent from my Android device with K-9 Mail. Please excuse my brevity.
>



-- 
*Forrest Christian* *CEO**, PacketFlux Technologies, Inc.*
Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
forre...@imach.com | http://www.packetflux.com
  

Re: [AFMUG] Trouble/Support Ticketing

[Matt Hoppes]

We absolutely love zendesk. It helped productivity many times over. 

Prior we were all sharing an email box. 

> On Apr 18, 2018, at 19:07, Forrest Christian (List Account) 
>  wrote:
> 
> Yeah, I'm sort of leaning toward Zendesk just because of all of the 
> integrations.
> 
>> On Wed, Apr 18, 2018 at 4:55 PM, Keefe John  wrote:
>> We use Sonar but zendesk is very popular.
>> 
>> Keefe
>> 
>> 
>>> On April 18, 2018 5:54:10 PM CDT, "Forrest Christian (List Account)" 
>>>  wrote:
>>> What is everyone using for support tickets nowadays?  I've about had it 
>>> with our system.
>>> 
>>> -- 
>>> Forrest Christian CEO, PacketFlux Technologies, Inc.
>>> Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
>>> forre...@imach.com | http://www.packetflux.com
>>>   
>>> 
>> 
>> -- 
>> Sent from my Android device with K-9 Mail. Please excuse my brevity.
> 
> 
> 
> -- 
> Forrest Christian CEO, PacketFlux Technologies, Inc.
> Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
> forre...@imach.com | http://www.packetflux.com
>   
> 

Re: [AFMUG] Trouble/Support Ticketing

[Jon Langeler]

Spiceworks helpdesk has been working well for us 

Jon Langeler
Michwave Technologies, Inc.


> On Apr 18, 2018, at 7:42 PM, Jeff Evans  wrote:
> 
> Freshdesk has a fairly good and simple one (free) more add ons for paid
>> On 4/18/2018 6:54 PM, Forrest Christian (List Account) wrote:
>> What is everyone using for support tickets nowadays?  I've about had it with 
>> our system.
>> 
>> -- 
>> Forrest Christian CEO, PacketFlux Technologies, Inc.
>> Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
>> forre...@imach.com | http://www.packetflux.com
>>
>> 

Re: [AFMUG] Trouble/Support Ticketing

[Jeff Evans]

Freshdesk has a fairly good and simple one (free) more add ons for paid

On 4/18/2018 6:54 PM, Forrest Christian (List Account) wrote:
What is everyone using for support tickets nowadays?  I've about had 
it with our system.


--
*Forrest Christian* /CEO//, PacketFlux Technologies, Inc./
Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
forre...@imach.com  | 
http://www.packetflux.com 
 
 

Re: [AFMUG] Trouble/Support Ticketing

[chuck]

We offer free stamped post cards...

From: Forrest Christian (List Account) 
Sent: Wednesday, April 18, 2018 4:54 PM
To: af 
Subject: [AFMUG] Trouble/Support Ticketing

What is everyone using for support tickets nowadays?  I've about had it with 
our system.


-- 

  Forrest Christian CEO, PacketFlux Technologies, Inc.

  Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
  forre...@imach.com | http://www.packetflux.com

 

Re: [AFMUG] Trouble/Support Ticketing

[Keefe John]

If you want free a lot of people also use Request Tracker and OS Ticket.

Keefe

On April 18, 2018 6:07:50 PM CDT, "Forrest Christian (List Account)" 
 wrote:
>Yeah, I'm sort of leaning toward Zendesk just because of all of the
>integrations.
>
>On Wed, Apr 18, 2018 at 4:55 PM, Keefe John 
>wrote:
>
>> We use Sonar but zendesk is very popular.
>>
>> Keefe
>>
>>
>> On April 18, 2018 5:54:10 PM CDT, "Forrest Christian (List Account)"
><
>> li...@packetflux.com> wrote:
>>>
>>> What is everyone using for support tickets nowadays?  I've about had
>it
>>> with our system.
>>>
>>> --
>>> *Forrest Christian* *CEO**, PacketFlux Technologies, Inc.*
>>> Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
>>>
>
>>> forre...@imach.com | http://www.packetflux.com
>>> 
>>>   
>>>
>>>
>> --
>> Sent from my Android device with K-9 Mail. Please excuse my brevity.
>>
>
>
>
>-- 
>*Forrest Christian* *CEO**, PacketFlux Technologies, Inc.*
>Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
>forre...@imach.com | http://www.packetflux.com
> 
>
>

-- 
Sent from my Android device with K-9 Mail. Please excuse my brevity.

Re: [AFMUG] Trouble/Support Ticketing

[Forrest Christian (List Account)]

Yeah, I'm sort of leaning toward Zendesk just because of all of the
integrations.

On Wed, Apr 18, 2018 at 4:55 PM, Keefe John  wrote:

> We use Sonar but zendesk is very popular.
>
> Keefe
>
>
> On April 18, 2018 5:54:10 PM CDT, "Forrest Christian (List Account)" <
> li...@packetflux.com> wrote:
>>
>> What is everyone using for support tickets nowadays?  I've about had it
>> with our system.
>>
>> --
>> *Forrest Christian* *CEO**, PacketFlux Technologies, Inc.*
>> Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
>> 
>> forre...@imach.com | http://www.packetflux.com
>> 
>>   
>>
>>
> --
> Sent from my Android device with K-9 Mail. Please excuse my brevity.
>



-- 
*Forrest Christian* *CEO**, PacketFlux Technologies, Inc.*
Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
forre...@imach.com | http://www.packetflux.com
  

Re: [AFMUG] Trouble/Support Ticketing

[Keefe John]

We use Sonar but zendesk is very popular.

Keefe

On April 18, 2018 5:54:10 PM CDT, "Forrest Christian (List Account)" 
 wrote:
>What is everyone using for support tickets nowadays?  I've about had it
>with our system.
>
>-- 
>*Forrest Christian* *CEO**, PacketFlux Technologies, Inc.*
>Tel: 406-449-3345 | Address: 3577 Countryside Road, Helena, MT 59602
>forre...@imach.com | http://www.packetflux.com
> 
>
>

-- 
Sent from my Android device with K-9 Mail. Please excuse my brevity.