Sugarcrm for small IT helpdesk?

[Dirky]

Hi,
I run a small IT services company, we presently use Request Tracker for our logging of customer faults,
however RT lacks any real CRM, so when customer calls and gives me their name or support contract number,
I cant easily see information about them. I assume Sugar will handle this fine? And if a new customer calls, can I
quickly add them to the sugar?

Then I will need the ability to input trouble tickets over the phone (and of course emailing the customer a record) of the
ticket/case.
I also need the ablilty to record cases via email from users? This should automatically create a case for them, and send
auto response?

I use iCal and, is there some way I can have my iCal cal, which is on .Mac (webdav) inported to the calendar in Sugar?
So other staff can see it and add to it?

Integration to Asterisk PBX would be a big plus too?

So, should I take a good look at sugarcrm?

Many thanks,

Mike

[roblaus]

I put my answers directly into the text...

I run a small IT services company, we presently use Request Tracker for our logging of customer faults,
however RT lacks any real CRM, so when customer calls and gives me their name or support contract number,
I cant easily see information about them.

**Yes, of course. The OS version has no real contract handling but you might find stuff on SugarForge or just extend your customer screen by a few fields

I assume Sugar will handle this fine? And if a new customer calls, can I
quickly add them to the sugar?

**Yes, there is a quick create field

Then I will need the ability to input trouble tickets over the phone (and of course emailing the customer a record) of the
ticket/case.

**Just open a new case and choose compose email from the subpanel

I also need the ablilty to record cases via email from users? This should automatically create a case for them, and send
auto response?

***The case is not created automatically but with one click you can create them from your inbox list. Once there is a case emails can automatically be assigned to it. Auto response works

I use iCal and, is there some way I can have my iCal cal, which is on .Mac (webdav) inported to the calendar in Sugar?
So other staff can see it and add to it?

**AFAIK import is not supported today (except for some modifications that might exist somewhere). By using the iCal Patch you can create an online link between your Mac calendar and Sugar - your Sugar entries will be displayed on your Mac

Integration to Asterisk PBX would be a big plus too?

**There are several projects, just google for Asterisk and Sugar

So, should I take a good look at sugarcrm?

**You definitely should

Many thanks,

Mike

[Dirky]

Robert, thanks for your reply.

I do very much like Sugar so far, I realise it's not a ticketing system but with manual input it can emulate one.
However I really need tickets to get assigned and replies to be sent as soon as an email is recieved. It looks like that
might not be easily possible at present.

thanks
Mike

[Dirky]

Robert, thanks for your reply.

I do very much like Sugar so far, I realise it's not a ticketing system but with manual input it can emulate one.
However I really need tickets to get assigned and replies to be sent as soon as an email is recieved. It looks like that
might not be easily possible at present.

thanks
Mike

Sorry to raise this one again. Just wondered if anything had changed with regards to this?

Thanks
Mike

[DrGlock]

Robert, thanks for your reply.

I do very much like Sugar so far, I realise it's not a ticketing system but with manual input it can emulate one.
However I really need tickets to get assigned and replies to be sent as soon as an email is recieved. It looks like that
might not be easily possible at present.

thanks
Mike

Hi,

I've been playing around a lot with the latest community edition recently and this functionality does seem to be present. Like you, I'm more interested in the support side of things at the moment. If that works out according to plan, may roll it out further across the business, depending on how well it is received in the company.

I have setup a group inbox, which different users can access at the same time, and I believe it's also possible to autocreate cases from them, and also possible to auto assign these to people, based on a round robin, or least busy criteria. There is an auto reply option too, but I have not tried this yet.

I would definitely recommend giving the fast stack installer a go, and having a play around, can be up and going within 10 minutes, without any difficult configuration problems.

Hope this helps

[Dirky]

Hi,

I've been playing around a lot with the latest community edition recently and this functionality does seem to be present. Like you, I'm more interested in the support side of things at the moment. If that works out according to plan, may roll it out further across the business, depending on how well it is received in the company.

I have setup a group inbox, which different users can access at the same time, and I believe it's also possible to autocreate cases from them, and also possible to auto assign these to people, based on a round robin, or least busy criteria. There is an auto reply option too, but I have not tried this yet.

I would definitely recommend giving the fast stack installer a go, and having a play around, can be up and going within 10 minutes, without any difficult configuration problems.

Hope this helps

Thanks, I may revisit it then
Mike

[roblaus]

There is a long thread that I had with somebody recently re. this topic. And yes - this functionality is available again in 5.1rc. Works nicely. BUT: There is no guarantee whatsoever that it will make it into GA. If I remember correctly it was removed already once due to spam issues. Unfortunately the sender isn't checked thus anybody who sends an email to the right address ends up as a case.
rgds

[kuske]

One thing should be clear...
SugarCRM is a Customer Relationship Management System.
That means: If you need a system to improve the all including interface to your customers, if you want to remember each interaction with your customers, if you want to store all information you have of your customers and if you want to build up a real customer base it is the right thing.

BUT, if you need a Ticket Tool with all features you need to handle tickets of customers and to send immediate emails on problem reports and to offer a self service ticket portal THEN SugarCRM is the wrong thing - sorry SugarFans- , then you need a real ticket tool like OTRS, JIRA or what else.

[Dirky]

One thing should be clear...
SugarCRM is a Customer Relationship Management System.
That means: If you need a system to improve the all including interface to your customers, if you want to remember each interaction with your customers, if you want to store all information you have of your customers and if you want to build up a real customer base it is the right thing.

BUT, if you need a Ticket Tool with all features you need to handle tickets of customers and to send immediate emails on problem reports and to offer a self service ticket portal THEN SugarCRM is the wrong thing - sorry SugarFans- , then you need a real ticket tool like OTRS, JIRA or what else.

Thanks for your reply. I'm coming to realise that. However I find myself needing parts of both I think and wondering if I can adapt one (or my ways) to do both tasks.
Mike

[kuske]

Yesterday I learned that JIRA has a SAOP interface and I knew that SugarCRM has a SOAP interface too.
I think a cross-breed of JIRA and Sugar must be a top solution.