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Support ticket system recommendations?

Hello,

Is anyone using a support ticket system that works well with insightly, either via direct integration or as a 3rd party tool but works well with insightly in the workflow.

Insightly has said that they do not plan to have this type of feature, but i do think its rather important for small businesses.

I am even willing to somehow use gmail as a support ticket tool but the solutions i have found are not too good.

Anyone got any advice ?

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11 comments
  • Hi Mitch! I know you were looking for support ticket system recommendations, so I'm going to connect you with Gregory. He just posted " Zendesk integration" so I'm sure he'd be willing to share his thoughts on that cloud-based customer service platform. I've also included a link to your post so he can pop over here.

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  • Hi Mitch,

    I've been looking into this fairly heavily of the past month to find a good solution to improve our customer service.  

    Here are a few that I've found.

    • ZenDesk
    • Desk.com
    • SupportBee
    • FreshDesk

    I've been primarily looking at ZenDesk because they have a cheap starter level, it seems very easy to use, has some nice features, and it integrates with our issue tracker Youtrack. However, neither of these have a pre-made integration with Insightly. 

    I didn't see any customer service apps for Insightly beside SupportBee, so you might need to build your own integration through the REST API, which is what I think I might need to do to get it to work with what I'm currently using.

    I hope this helps.

     

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  • Insightly,

    I would be willing to pay more for your product if you would add a cutomer support ticketing feature to insightly. It would make it even MORE valuable.  It seems that since you already have tasks and user login, you are half way there.

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  • Thanks, Jennifer! We appreciate the feedback and will keep you updated on a possible Zendesk integration via that thread.

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  • Ditto - I would also like a Support Ticket add on feature for Insightly - its critical for our business to manage service requests and I imagine for many businesses. If anyone  has made one work with Insightly I'd love to hear about it.

     

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  • This is quite an opportune moment as I have just finished integrating our Insightly instance with Freshdesk.

    Whenever a new ticket is created it is added to Insightly as a task. When a new comment is added to the ticket thread a comment is added to the task. When the ticket status is changed e.g. closed or reopened then the task status is changed accordingly.

    I have only just implemented this and am working through a few teething issues but so far so good.

    The idea is to have the information on Insightly but not work on the tickets from Insightly. Having the tickets in Insightly means that we are able decide how best to approach a customer. If it is time to renew their subscription to our services, we are able to more easily see whether or not they have an existing issues that needs resolving, etc.

    This is something that we may or may not develop into a product for general use but if you are interested then I would be happy to hear from you.

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  • David,

    How have things been on this for you now, a month on?

    How did you do this, via the insightly API, or using another tool?

     

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  • It is working really well. I had to clean some of the HTML coming through from Freshdesk as it would often cause issues on the Insightly page but this is now all good. Unfortunately not all of the formatting has been kept but otherwise the content is all there.

    When somebody creates a case in Freshdesk a new task is created in Insightly. It is associated with the contact and with their organisation. When the ticket is closed the task is completed. If it is reopened then the task is also reopened.

    The idea is that Freshdesk remains the ticketing system but that we have a record of what was said in Insightly and whether they have any issues with our products. That way we can personalise any general email correspondence being sent to them.

    We are using the Insightly API for this processing combined with Freshdesk webhooks.

    This is still not a general off-the-shelf product but if anybody would like to make use of it we can set it up for your organisation.

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  • I'm amazed that this is not a bigger topic on the forum as support is a major part of any customer cycle.

    We are looking at something that integrates with Insightly (or possibly Xero - our accounts package). Zendesk, Freshdesk, SupportBee all seem to have some form of integration but there seems to be very little in the way of customer experiences out there. I contacted one of them to say their integration did not seem to work in trial mode and they were surprised but will get someone to look at it by Friday. That suggests to me that there aren't too many users out there and undermines my confidence a bit.

    Any experiences with any of these or others? I just don't want our technical guys to be duplicating customer contact information or our sales guys missing customer interaction.

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  • Hi David, 

    Just wondering, how this would work with user licenses.  If for example we had 20 users in insighlty and but only 3 people that respond to tickets, would that mean that we would have three users for the ticketing system and then the 10 users internally that do not respond but work on the tickets can allocate tickets amongst each other? Would that also mean that comments on tasks push into the support ticketing system as well?

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  • I am not really sure I understand.

    The tickets and comments that are created on Insightly from Freshdesk are all done under one API key so that they all appear as though they are coming from the same person but, they all contain the name of the person who commented.

    There really is no issue with licences.

    At present we only push the tickets and the comments back into Insightly. These are set up as tasks.

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