Helpdesk
It would be nice if there was more of a helpdesk system with repairshopr. The current ticketing system seems more focused on communication when you actually are working on someones computer.
It would be nice to have something more along the lines of zendesk for general communication and just answering support emails. Then if further support is needed we could open a "ticket" for the job and schedule an appointment of whatever is needed.
The ticket system supports full “3 way email” between you, the ticket system, and customers – and tickets can auto-create from inbound emails. We will constantly be improving this, but it’s working now!
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@matt - can you give me an idea of what some of the important things you think Inboxr is missing? It's a long way from ZD.. I know that :)
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Matt Ed commented
We're also previous users of ZD and love the way you're able to delegate incoming emails to staff members. I like the idea of the new inboxr feature in RS but it's got a long way to go. We're need an integrated solution for incoming email queries that we can assign/delegate to other users with the ability to respond to customers easily.
The inboxr feature looks great and it's got potential. What are you plans for development moving forward?
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Aaron Caveny commented
Robert,
I watched the video again. It works right up until creating the ticket part. As I mentioned below, it would be nice to have a way to create "tickets" that don't require an invoice. Granted, tickets don't require an invoice per se, however this how we make sure everything is invoiced properly.
Not sure if this is the direction RS is wanting to go, however it would be great to have one system handle everything that goes into repairs (inventory, parts ordering, PO's invoicing, etc) as well as phone or chat help desk traffic.
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Aaron Caveny commented
I would love some sort of help desk ad-in. Or, maybe a way to create tickets without throwing off the reporting for tickets that haven't been invoiced. We are a large organization and have a Desktop Support staff, but our internal ticketing system is terrible, and not customer friendly.
If there is a way to create tickets without having to do invoices, I would love to know about it.
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Timothy M. Nyberg commented
Yes...add Zen-desk integration. Without a helpdesk this is a no go for us. We are heavily invested in Zendesk as it is a best of bread solution. It works great for our small business. It already inttagrates with several of our support tools....we have to have it.
It would make great sense to add a full integration with ZD, why try to bolt on something that doesn't work as well or try to build something of your own that would take years and years to catch up when ZenDesk is already out there.
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Chuckles (Instigator, RS User) commented
Kevin,
You can set whatever subject and request on a ticket you want. If your client needs a W9 from you... create a ticket stating "Need W9 from you". You don't have to have it specific to computer or device repair. Play with Custom fields, they can get it done for you this way.
Good luck~