Callcenter Ticketing System?

paradigm · 14 Apr 2010 at 13:59

We've fallen upon the need for a ticketing and response system for our Customer Services department. We're essentially looking for something that utilises AD/LDAP integration, and can utilise Exchange to send out it's email responses, both at a system level (for auto response), and at a user level (for once a call/ticket has been assigned).

Ideally I'd prefer for this to be client/server based with typical "microsoft" interface, but web-based would be "ok", so long as the interface is easily recognisable and easy to follow.

Any suggestions? Bearing in mind I don't want this systemt to be in any way IT oriented (so products like Ilient SysAid, Spiceworks etc need not apply).

paradigm · 14 Apr 2010 at 16:01

Not really looking for PBX integration, it's a bit beyond what they require.

Simply it's to replace them having to use outlook and recording communication transaction logs in spreadsheets. Something that can timestamp and audit customer interaction, and give reporting based on such data.

paradigm · 14 Apr 2010 at 17:30

One thing we really want the system to do is round-robin auto assigning of inbound requests to our customer services agents (trying to offload some of the menial tasks that the managers currently have to deal with). Unfortunately, leaving it up to the agents themselves to assign calls/tickets usually ends up in people cherry-picking, avoiding tickets, or just not doing anything at all.

We've looked at OTRS, and it's absolutely awful. We've also looked at things like kayako, but it doesn't integrate with AD to supply a single sign-on.

Anything that needs to run on a linux box is out of the question.

And yes, there is a spend available, so open-source certainly isn't a must.

I'll look into Service Now and SugarCRM.

Cheers.

paradigm · 15 Apr 2010 at 09:36

That's far too IT helpdesk based.

This solution needs to be as far-removed from an IT helpdesk as possible.

paradigm · 15 Apr 2010 at 17:10

I'm having a play with Dynamics CRM 4.0 (unfortunately 5.0 isn't out until sometime in late 2010, and it does appear to do much of what we'd like.

God only knows why I didn't try our MSDN subscription first.