We are over 20 people now, receiving 5-10 support request e-mails daily and Excel seems to be not good enough (anymore) for this purpose.
We'd like to have a good overview system, where customer can send their request, then it should either automatically assign the ticket or the supporter could pick it up.
Also reporting and exporting should be possible out of it.
As Managers, would you have any experience or recommendations for that?
We were looking at Jira, Open Project and few others, but still can't decided (there are way
What do you use?! :)
Thanks in advance,
You're looking at the problem from the wrong end. Document/visualize your support process first. Understand what customers commonly need assistance with. Understand what tools/features would help you optimize responses. Think about how your ticketing tool could evolve over the next few years and integrate with the rest of the company. That will help you create a list of requirements. Then pick a tool that is closest to satisfying the requirements.
Im not a user but add Zendesk to your list to review. They have a great deal for startups.
Hubspot is also another vendor that supports starts with a nice offer. I haven’t tried their ticketing product but been happy with sales, crm, and marketing apps under their startup license.
It is free and open source
If you have a webserver I can help you install it too
We have implemented a support ticket system for one our clients recently.
It is simple but effective ticket support system with quick learning curve.
The login url of test server is https://support.tradetron.nectotech.com
Let me know if you are interested and I will deploy the same solution on your server.
ZenDesk or Intercom. ZD if you need simple support. IN if you need marketing automation/nurturing. IN works well for SaaS. ZD better for consumer apps IMO.
We use Zendesk, paired with Asana
Spiceworks still has a free awesome cloud-based helpdesk system.