SugarCRM as Help Desk application

[Philopator]

Hi,

My company is currently evaluating number of alternatives for replacing an existing Help Desk application.
Existing application is used by hundreds of customer support agents responding to thousands daily emails. The application assigns queues and requests and manages the whole workflow of tickets.

It is not clear whether SugarCRM (or any other CRM) is the right product for this kind of problem. I found Help Desk solutions like OTRS or RT that seem to resemble the existing application more closely.

I would greatly appreciate if somebody could shed some light on this and point me to the right direction. It is possible that SugarCRM can be customized for this but I would not want to implement the system that is not intended for this problem.

Thanks,
Philopator Ptolemy

[Angel]

CRM is not intended to be a help desk solution.

While many CRM packages (SugarCRM included) contain some level of help desk functionality, that is not its main focus. If you are already using a help desk solution for a call center of that size, you will very likely quickly find that the features in SugarCRM that serve that purpose will not be sufficient for your needs.

Based on your description of your work environment, you need a full blown help desk solution, rather than a full blown CRM package with lightweight help desk functionality. The latter is what you would be getting with Sugar and just about any other CRM solution.

Someone we work with mentioned Kayako (http://www.kayako.com/) to us a few days back. It seems like a good solution, but I don't have any direct experience with it. Though it seems like it would be worthwhile to check it out.

[Philopator]

Thank you for the reply.

I came across Kayako few times but before we resort to commercial solutions - we will probably investigate free ones - like OTRS or RT.

Thanks again,
Philopator

[CallFire]

Thank you for the reply.

I came across Kayako few times but before we resort to commercial solutions - we will probably investigate free ones - like OTRS or RT.

Thanks again,
Philopator

We are also looking for a good open source integration with SugarCRM, do you guys know any decent ones to test out?

[techex]

Having looked around we think that Kayko is the best Helpdesk. Sugarcrm just cut it for help desk + frankly is too slow... the pair integrated such that the Kayko cases are 1way synced so that Sales team can see them would be the way forward...

[morecw]

Hi,

My company is currently evaluating number of alternatives for replacing an existing Help Desk application.
Existing application is used by hundreds of customer support agents responding to thousands daily emails. The application assigns queues and requests and manages the whole workflow of tickets.

It is not clear whether SugarCRM (or any other CRM) is the right product for this kind of problem. I found Help Desk solutions like OTRS or RT that seem to resemble the existing application more closely.

I would greatly appreciate if somebody could shed some light on this and point me to the right direction. It is possible that SugarCRM can be customized for this but I would not want to implement the system that is not intended for this problem.

Thanks,
Philopator Ptolemy

Hi Philopator,

I have the exact same requirement. My company wants to implement a basic Help Desk so customers can log their own calls and reduce the email contact. Can you tell me what you used in the end?