We are a small animal shelter and have a great need for a solution to manage a growing volume of customer encounters. An "encounter" can originate from a variety of sources including emails, phone calls, people walking in the door, a facebook post , an online form, etc. The application needs to be multi-user and cloud based because users work in various locations, including remotely. The application needs to be customizable, have robust reporting capabilities and allow exporting of data.
I know what we're looking for can't be unique but I just haven't been able to put my fingers on an application that meets all our needs and is, of course, affordable.
Any recommendations would be much appreciated!
Hi , if you a/e still looking for one, here is a link to a cloud based Helpdesk system.
After much research, I launched our in-house IT helpdesk using Freshdesk. It is completely customizable, free for up to 3 agents and offers unlimited "customers". I set each of our staff members up as a customer. They submit requests for assistance with all things IT through the online portal. Things have run seamlessly since initiation in May of 2013.
The only limitation that I see in the free subscription is very limited reporting options. If reports are a priority for you though, you can opt for the paid account for something like $15/a month.
Here are four options that are cheap or free:
These are listed in my hosting account under "Fantastico". I have no connection with them, but have tried a couple in the past and thought they worked pretty good for being free.
What you're looking isn't unique, but everyone's needs certainly are. Your helpdesk selection shouldn't be taken lightly - simply because every company is different! What's good for the goose isn't going to be good for the horse (as I like to say :))
These are the questions you can ask yourself:
One support software I can suggest is Helprace (http://helprace.com), which is a help desk for email requests, customer portal which includes a feedback community, knowledge base and feedback widget. The portal has been designed to have the answers before the user is compelled to submit a request. This is something that can be used in place of the facebook/twitter post, in essence directing all your online-based support in one place.
this one look interesting.
said free for non-profit. but didn't try it yet.
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RobertForum Moderator Robert L. Weiner ConsultingStrategic Technology Advisors to Nonprofit and Educational Organizationsrobert [AT] rlweiner [DOT] comwww.rlweiner.com
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Salesforce service cloud app is also worth looking.
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