Ticket System
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@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.
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@Carnival-Boy said:
Limited as in text only, whereas a ticket system contains pictures and attachments.
Ahh, yes that's a limit.
I'd suggest if the ticket had info like that, the tech forwards it to an archive mailbox which you then store long term.
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@Carnival-Boy said:
Limited as in text only, whereas a ticket system contains pictures and attachments.
OH! LOL, yes that would be pretty restricting.
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@Breffni-Potter said:
I'd suggest if the ticket had info like that, the tech forwards it to an archive mailbox which you then store long term.
Is that what you do?
Freshdesk can be set to e-mail tickets backwards and forwards so I guess I could set up a rule to archive e-mails from them. It would still be a disaster if Freshdesk closed our account for whatever reason, but at least we wouldn't lose everything.
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Pretty much all my tickets are picture based. The Snipping Tool is far and away my favourite piece of software ever!! And my users have gotten to love it to.
So now, instead of a ticket like:
Dear Carnival Boy
I'm trying to post a purchase order but it says the dimensions used in Order PO00084 are invalid. What should I do?
Regards
Sue in Accounts
..........................................................................................I get
Dear Carnival Boy
???
Sue in Accounts
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It depends how the ticket is received.
Most come through via email, so they are all delivered to a mailbox on 365 first, then forwarded to FreshDesk. This way I capture for certain that the request was or was not submitted with the original details and I capture the replies.
If they fill in a ticket via the web portal, that is a bit trickier.
