Interesting idea. I had just thought of having a separate project blog for each customer titled: ‘Support’ for this type of requirement. This could combine both of those and make it all very interesting…......... unless of course Steve and the crew have something else up the sleeve?

Now that I think about this a bit more (after my morning glass of whisky kicked in) I would love to hear/see how Norada manages their support, especially since their support is so far above the rest. I would suspect that their instance of Solve is one highly tuned machined to be able to produce the development, application updates, tech support, sales, billing etc. Surely it can’t just be pixie dust and Jedi mind tricks. Ok Steve, time to spill the beans!

Yeah, I would love to hear how they do the things they do…

I like the idea of it being incorporated into a project blog.  That might help unclutter the contact whiteboard as well, as well as allow other “support-related” uses for customers. 

At the same time, I wonder how complicated project blogs would get if every client had a project blog as well as a company whiteboard, and contact whiteboards.  It could get messy/complicated fast.  It may look better to be something similar to how the e-mail views work.  That way, the “Ticket” view could be added to anything (contact, company, blog).

This is a great thread, timely too.  Why?  We’re currently working on integrating http://www.freshbooks.com and the implementation model and use-case seem to be very similar.  If other clients are interested in Zendesk we’d like to hear from you to gauge overall interest and value.

As far as how we currently manage support here at Norada - most issues are resolved at first point of contact via email (the message thread is saved to the dropbox and linked to the client’s page).  Almost everything else is managed as a task focused internally on our team e.g. if a client reports a bug it’s not the client’s bug it’s our team’s issue and we work from that point of view.  It goes onto our Development project blog for assignment and prioritization into a release, with a note back to the related client when it’s completed.  We try and deal with these quickly so we don’t have a lot of information to track.

Yeah, we are looking forward to the Freshbooks integration.  Zendesk does currently integrate with Freshbooks, so it seems like it could all work well as one big happy family. 

Thanks for sharing the way you guys manage your own internal support as well.  I wish we could rely on not tracking too much information… 

You guys must have something else, though.  Do you just grab .(JavaScript must be enabled to view this email address) e-mails on a first one to grab model, or round-robin, or something else? 

This is the part that Zendesk does a good job helping us address.  Our support e-mails come in, tickets are created, and history maintained.  We can always go back and see what happened with the tickets, and we do not worry about lost inbox e-mails.  And best, clients can login and see all their tickets.

The pairing of Solve360 with Zendesk, Freshbooks, Google Apps, and Constant Contact is a really great suite of products.  And much more affordable than other options out there.  Basically, every small business could use and benefit from the suite.

My 2 1/2 cents anyway…

Add a +1 for this.  We need something to manage customer support cases, and creating a project blog for each could do the trick, but would be less than ideal.  I’d love to dedicated support case tracking evolve within the Solve360 framework, but integration with Zendesk would be a close second!

+10!

It would be great to be able to view Zendesk tickets against a Contact record, and not so important, but being able to view collectively at the Company record as well would be nice i.e. if there are tickets against 2 staff at the same company then Solve360 would show all tickets at the company level.

It would also be ideal to have the contact/company data kept in sync between Solve360 and Zendesk.

It would be interesting for us to know how many Solve360 users are currently using ZenDesk and if they would actually find integration useful. The same goes for any other help-desk/ ticketing tools. Please share your thoughts briefly if you feel one way or the another.

+1!

I know this is probably redundant, because I started the post, but we use Zendesk, and I think the integration would be very nice.  Contact syncing between the two, and a ticket “view”, sort of like the e-mail view, would be a really nice, much needed, solution.

Always been a fan of Zendesk. 

If implemented properly it might help with some of the workflow issues in S360 as Zendesk as some incredible email routing and template abilities.  For instance, setting a “notify when complete” in S360 could be used to trigger actions in Zendesk. 

If S360 implemented the ability to add tasks/appointments by email, it could effectively piggy-back on Zendesk’s workflow logic…

We are now in “trial” with Solve 360 and integrating support tickets is the one option I have not been able to find within the tutorial website. Has this integration with either of the mentioned applications been resolved? Is one or both now synced with Solve 360. If not, can you give me an ETA as this integrations or lack there of could be a deal breaker for us.

I emailed privately about this - I’m +1 on this too.  Freshbooks now has a support ticket area.  But I’m not sure how logins will work. I can create invoices/estimates in freshbooks while in s360 (perfect).  But I can’t create a new support ticket (YET???).  If I log into freshbooks to create the ticket, it still doesn’t sync with s360.  Is this coming??  If y’all are opting for zendesk, I’m in for that instead.  At this point - whatever saves me time & money and keeps the info in s360 is perfect.  Even if I don’t have my users login - and I just handle it internally.  It would be so much easier.

Thanks.
Cathy (trial user)

A timely post; please reach out to our support team directly if you would like to be first-in on testing the new Zendesk integration which expected soon.

Awesome, will gladly help out, will send a note to support@

Lightning Dave beats me to it.