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Jan Urban's Avatar

Jan Urban

Joined Feb 28, 2022

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Last activity Oct 07, 2022

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ACTIVITY OVERVIEW

Latest activity by Jan Urban

Jan Urban commented,

Community comment Feedback - Ticketing system (Support)

To be honest. We sticked with the aging Kayako... It has a wonderful tree structure. It works for us. You need to do some workarounds and stuff, but its ok. The downside: Its far away from beeing a modern ticketsystem. It lacks in terms of: reports, macros, flexibility and other channels like Facebook, Whatsapp etc.
An other option is "intercom" we looked into this, but it lacks some features we need. So maybe in 2023 we switch to "intercom". 

Bye


Jan

 

View comment · Posted Oct 07, 2022 · Jan Urban

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Jan Urban commented,

Community comment Feedback - Ticketing system (Support)

Hi all,

we were a new customer, but we left because of this issue. 3rd party apps cannot replace what should be included within the core system. We could not properly handle 6 different customer support languages and several departments with Zendesk. Sad to see this being ignored and not implemented. 

Bye

Jan

 

View comment · Edited Oct 06, 2022 · Jan Urban

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Jan Urban commented,

Community comment Feedback - Ticketing system (Support)

Hi all,

I still follow this discussion here.

We never went live because of this "special" views restriction.
Now we moved to another product... 
For our setup it just did not work. Having multiple support languages and different departments, it just not works out. Admin overview is a nightmare with Zendesk. You don't even see how many agents are logged in and live. Many more things missing. 
Too bad.

Bye


Jan Urban

 

View comment · Posted Feb 28, 2022 · Jan Urban

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