After a fair bit of research, we ended up settling on DeskPro (to replace both RT and Zoho desk).
There were a few main points that got it over the line: Can self-host, Omnichannel, multi-brand, customer facing knowledge base as well as an extensive API. Wasn’t that much more than ZohoOne (on a per seat, per month basis). Cheers, Mark Mark Frost t: (07) 3193 1425 (ext 1425) | m: 0403 394 502 e: [email protected] | w: onq.com.au support: 1300 551 153 or [email protected] The information contained in this message is confidential and may be subject to legal privilege. It is intended only for the use of the authorised recipient. If you are not the authorised recipient, please immediately contact the sender by reply email and destroy or delete this message from your computer. From: AF <[email protected]> on behalf of Daniel White <[email protected]> Date: Tuesday, 3 June 2025 at 06:46 To: AnimalFarm Microwave Users Group <[email protected]> Subject: Re: [AFMUG] Ticket systems CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe. I know I am a few days late to this - but I want to transition our company off of Zoho Desk. I have yet to find the platform I am excited with to change to. HappyFox looks promising, but I don’t have the time to honestly evaluate anything right now. There are lots of little things you will run into that don’t work the way they should. The code is like Mikrotik… two steps forward one step back. Our client success team (i.e. support team) don’t love it. I can’t get Zoho Forms to map to Zoho Desk correctly. I’ve given up on the integration and now have Zoho Forms e-mail an address associated with Zoho Desk. I don’t love the knowledge base. The upside is the price. I’m now looking at solutions that are 3x the cost to drive a better experience all around. Zendesk was the gold standard years ago - now it is filled with so much bloat and a price point reflective of it. [atheral-logo]<https://atheral.com/> Daniel White Co-Founder phone: +1 (702) 470-2770 direct: +1 (702) 470-2766 1309 Coffeen Ave Ste 5838 Sheridan, Wyoming 82801 [facebook icon]<https://www.facebook.com/atheralrocks/>[youtube icon]<https://www.youtube.com/@atheralrocks>[linkedin icon]<https://www.linkedin.com/company/atheral/> ------ Original Message ------ From "Steve Jones" <[email protected]<mailto:[email protected]>> To "AnimalFarm Microwave Users Group" <[email protected]<mailto:[email protected]>> Date 5/28/2025 9:49:36 AM Subject Re: [AFMUG] Ticket systems Thats one The other company i work with is going to go with On Wed, May 28, 2025 at 10:12 AM Zach Underwood <[email protected]<mailto:[email protected]>> wrote: We are rolling out Zoho for helpdesk, field manager and billing right now. On Wed, May 28, 2025, 11:07 AM Steve Jones <[email protected]<mailto:[email protected]>> wrote: Kayako version we have we used for tracking project time, mutlpiple users can update and document the project, sticking time in where it occurred. We could report out by project by customer by service tier (MSP not ISP) etc. It broke down by tech for spif. Had great inbound ticket routing, clear autoresponders, and one other case now we will need is a disclaimer to submission along the lines of "I accept this is a billable support case and I do want to continue" Looking at them now it looks like a steroid version of slack, I dont want that We used the shit out of the knowlege base and integrated documentation for each MSP customer documentation and hardware config revision storage I got spoiled on it This use is MSP service and support, but tracking the sales process On Wed, May 28, 2025 at 7:33 AM Josh Luthman <[email protected]<mailto:[email protected]>> wrote: Might start with what you need, like: *billable time tracking ??? On Tue, May 27, 2025 at 5:51 PM Steve Jones <[email protected]<mailto:[email protected]>> wrote: I know that nobody in the history of this list has ever asked about ticket systems What a current, decent, affordable helpdesk system? Nothing will beat kayako ever, but ours is a very very old perpetual license version and the last i looked into them it was priced out with less features. AI is a thing now, so I guess its worth looking at that so called feature. I used to use ours extensively, built out great customer knowlege bases with interactive troubleshooting. It had good user time tracking. service tiers with definable escalations and great flow management rulesets. The billable time tracking is an absolute must have in this use case before me. I dont think on prem is much benefit any more unless there is still such a thing as perpetual license software The ISP uses the powercode ticket system which is decent for customer issue tracking, terrible gor general issue tracking, would be square peg round hole for what i need. -- AF mailing list [email protected]<mailto:[email protected]> http://af.afmug.com/mailman/listinfo/af_af.afmug.com -- AF mailing list [email protected]<mailto:[email protected]> http://af.afmug.com/mailman/listinfo/af_af.afmug.com -- AF mailing list [email protected]<mailto:[email protected]> http://af.afmug.com/mailman/listinfo/af_af.afmug.com -- AF mailing list [email protected]<mailto:[email protected]> http://af.afmug.com/mailman/listinfo/af_af.afmug.com
-- AF mailing list [email protected] http://af.afmug.com/mailman/listinfo/af_af.afmug.com
