Ticket System
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@johnhooks said:
@Carnival-Boy said:
Sure. What I meant was it's not configured to poll our mail server. I can't see anywhere to set the polling interval, though surely it can't be set to 5 minutes or longer by default? I'd expect it to poll every few seconds.
Why is polling the only reasonable way anyway? Why wouldn't a large cloud provider like Zoho use a more real time solution?
I wonder if it's faster if you use their email service?
One would assume that THEY are using their email service and from the sounds of it, it sucks. This would make me wary of using it. Twenty minute delays on email delivery is not fun in this day and age.
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So apparently ManageEngine ServiceDesk can run on Linux: https://www.manageengine.com/products/service-desk/help/adminguide/introduction/installation-linux.html. I may have to spin this up and see if I can retire Jira.
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@Kelly said:
So apparently ManageEngine ServiceDesk can run on Linux: https://www.manageengine.com/products/service-desk/help/adminguide/introduction/installation-linux.html. I may have to
Only place any of us have ever run it
But then again, the hosted version is free, so why run your own?
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@scottalanmiller said:
@Kelly said:
So apparently ManageEngine ServiceDesk can run on Linux: https://www.manageengine.com/products/service-desk/help/adminguide/introduction/installation-linux.html. I may have to
Only place any of us have ever run it
But then again, the hosted version is free, so why run your own?
Compliance issues. ITAR makes anything hosted difficult.
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@scottalanmiller said:
@Kelly said:
ITAR makes anything
hostedsecurity difficult.FTFY
Yes, it makes everything harder, but makes hosted things, at best, hard; typically infeasible.
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@scottalanmiller said:
@Kelly said:
So apparently ManageEngine ServiceDesk can run on Linux: https://www.manageengine.com/products/service-desk/help/adminguide/introduction/installation-linux.html. I may have to
Only place any of us have ever run it
But then again, the hosted version is free*, so why run your own?
*with limitations. We host our own.
It's also only the Helpdesk module. Service Desk plus includes many other modules.
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@Carnival-Boy give Fresh Desk a try if you are looking for a ticketing system.
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Do you use it? I've signed up.
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They have 2 products and I'm confused as to which one I should use:
Freshdesk - Customer Support Software
Freshservice - Internal IT Helpdesk -
@Carnival-Boy said:
They have 2 products and I'm confused as to which one I should use:
Freshdesk - Customer Support Software
Freshservice - Internal IT HelpdeskFreshDesk - Is just a ticking system. That is all it is
FreshService, you can do much much more but the price is higher.
I do use it
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Ah yes, I see. Both are free for 3 agents but the price is a lot more for Freshservice after that. I'll stick with looking at Freshdesk.
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I got a reply from Zoho. "The usual delay in email fetching should be around 1-3 minutes. If you are consistently facing higher delay times in email fetching. Please send the respective email headers and ticket ID details to support"
To be honest, 3 minutes is too long for me. FreshDesk is a few seconds. I prefer to do support via e-mail rather than a browser portal so maybe that's why it's a big issue for me but not others.
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I went to the FreshDesk website last night, for about 3 seconds.
They have been all over my everything today, LOL.
Even saw an full video ad before I went into Google Play Music.
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@BRRABill said:
I went to the FreshDesk website last night, for about 3 seconds.
They have been all over my everything today, LOL.
Even saw an full video ad before I went into Google Play Music.
Man, I hated that when I was looking for Mitel stuff last year - every site that had ads on it where Mitel this and Mitel that - tracking - ug.
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Freshdesk is awesome. Support is ok, reasonably quick (for free), but I don't think English is their first language.
My main concern with any hosted solution like this is how do you backup your data? It doesn't look like you can. You can export tickets to a CSV file, but you're severely limited as to how much data will fit in a CSV file, so that's not a backup.
I'm nervous about trusting potentially years of data to a company providing me a service for free. It's not like trusting Microsoft or Google with your data, I don't know anything about Freshdesk.
Until I somehow overcome that fear, I'm not sure a hosted solution is for me. Especially a free hosted solution. How do you deal with this @Breffni-Potter?
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@Carnival-Boy said:
My main concern with any hosted solution like this is how do you backup your data? It doesn't look like you can. You can export tickets to a CSV file, but you're severely limited as to how much data will fit in a CSV file, so that's not a backup.
Limited by them? CSV will hold as much as you want.
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@scottalanmiller said:
@Carnival-Boy said:
My main concern with any hosted solution like this is how do you backup your data? It doesn't look like you can. You can export tickets to a CSV file, but you're severely limited as to how much data will fit in a CSV file, so that's not a backup.
Limited by them? CSV will hold as much as you want.
Yeah it's an export. How if you are trying to use it like a database instead of import/export it would suck.
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Limited as in text only, whereas a ticket system contains pictures and attachments.
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@Carnival-Boy said:
Freshdesk is awesome. Support is ok, reasonably quick (for free), but I don't think English is their first language.
My main concern with any hosted solution like this is how do you backup your data? It doesn't look like you can. You can export tickets to a CSV file, but you're severely limited as to how much data will fit in a CSV file, so that's not a backup.
I am interested as well. Our customer-facing tech support department started using freshdesk last summer with mixed results. Their tech support has been pretty responsive to them in terms of feature requests. They also use the call center option (not sure what they call it) but a feature they didn't have was picking up other calls while you already had one active. Apparently, they have added the capability as of last week. I don't support any of this, the tech support manager wanted this so he gets to interact with them. I only had to setup the DNS, SSL and phone system redirecting from on-premise to freshdesk.
