Helpdesk ticketing system
We are growing and looking into how to less some stress on tickets. Currently all clients (90%) email. And one tech tracking emails in outook. He needs to make sure shoot the response back in 15min.
What would be a better solution that logs emails into some ticketing system where easier to track and respond to client?
What would be a better solution that logs emails into some ticketing system where easier to track and respond to client?
ASKER CERTIFIED SOLUTION
membership
This solution is only available to members.
To access this solution, you must be a member of Experts Exchange.
SOLUTION
membership
This solution is only available to members.
To access this solution, you must be a member of Experts Exchange.
SOLUTION
membership
This solution is only available to members.
To access this solution, you must be a member of Experts Exchange.
Hutch_77
Spiceworks was the one I was looking for. Thx lamaslany
ASKER
I wonder how to automate the emails, logged then into the ticketing system automatically and tack it there. Is there a way. Currently clients know an emails address only.
Yes a lot of them can check emails and then respond immediately with a default email.
Like if you sent to helpdesk@domain.com it would check it and then build a ticket form it.
Like if you sent to helpdesk@domain.com it would check it and then build a ticket form it.
Automate what exactly? Do you mean automate the conversion of an email to a ticket? And what do you mean by 'tack it'?
I know this may seem pedantic but better we ask than to assume...
I know this may seem pedantic but better we ask than to assume...
ASKER
Okay then if we also reply from helpdesk@domain.com We do that so the client replies back to helpdesk@domain.com and not the individual person.
Will it create another "fake" ticket if we use it internally? Or if we communicate with a client and he/she shoots email back with response.. that will be another ticket..
Will it create another "fake" ticket if we use it internally? Or if we communicate with a client and he/she shoots email back with response.. that will be another ticket..
SOLUTION
membership
This solution is only available to members.
To access this solution, you must be a member of Experts Exchange.
ASKER
Got it. Interesting....
ASKER
Does it have the ability to send the reply back to the client? Saying thnaks for receiving your request we will get back to you soon. Thanks.
Yes that can be setup in pretty much every ticketing solution I have played with.
ASKER
Which one would be most affordable? We are very small.
SOLUTION
membership
This solution is only available to members.
To access this solution, you must be a member of Experts Exchange.
ASKER
What are the other ones that can generate a bill? I am looking into ConnectWise, and Autotask.
ASKER
Thanks.