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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.
Christian Nielsen's Blog
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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Salesforce service cloud app is also worth looking.