Hey paul We use Netsuite with OpenNms ~ as an ISP i think you will always be stuck with alot of customization ~ unless you build your own
Good luck Chris On Wed, Mar 19, 2014 at 10:01 AM, Paul Stewart <p...@paulstewart.org> wrote: > Hey folks.... > > We need a new customer ticketing system and I'm looking for input. I am > still working on a scope document on everything we want to do with the new > system. > > The most common problem I run across is that a system is either built for > enterprise internal IT helpdesk or it is built like a CRM sales tracking > system. We are an ISP among other things and are looking for a powerful > and > yet reasonable cost system to answer email inquiries, allow customers to > open tickets via portal, mobile support, escalation/SLA support, and > several > other things. Solarwinds NPM integration would be a huge bonus but not a > deal breaker. If anyone has a system that they have integrated with Ivue > from NISC (our billing platform) I would be really interested in hearing > more as well. > > So my question is meant high level. For those folks that are ISP's > supporting business customers (including managed customers) along with > residential eyeball traffic what system(s) do you use and what do you > like/dislike? > > I've looked so far at WHD (Solarwinds product), OTRS, RT, RemedyForce, > ZenDesk, HappyFox, Kayako and several others. All of them so far would > require a fair amount of configuration or modifications based on our still > developing wish list. Also worth noting is that we have no full time > development staff so hoping to find something that has a lot of promise and > then work with the vendor to evolve it into what we feel we need. > > **This is not an invitation for sales folks to call on me** > > Thanks, > > Paul > > > > > -- //CL Quis custodiet ipsos custodes
