Re: Help Desks

Subject: Re: Help Desks
From: Nina Rogers <janina -dot- rogers -at- gmail -dot- com>
To: TECHWR-L <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Mon, 22 Jan 2018 07:08:33 -0500

Hi, all!

Thanks for your feedback on help centers. I got pulled onto a big project
at work, so I've gotten behind in my forum emails, so my apologies for not
responding sooner.

The main reason we're looking at a switch is that our ticketing manager is
unhappy with the ticketing/reporting side of Zendesk. Zendesk can give us
most of what we need if we move to a more expensive version, so we're
exploring other platforms that may provide equivalent features at a lower
cost. I've mostly been happy with the Help Center side of things--I have a
few gripes, but I think that would be the case with any platform!

Nina



On Tue, Jan 9, 2018 at 8:07 PM, Robert Lauriston <robert -at- lauriston -dot- com>
wrote:

> Zendesk also integrates nicely with Confluence. I've used JIRA Service
> Desk only as an Atlassian customer, so can't compare.
>
> On Tue, Jan 9, 2018 at 8:51 AM, Sharon Metzger <sharon -dot- metzger -at- gmail -dot- com>
> wrote:
> > We use Atlassian tools internally, so when we left Zendesk, we picked up
> > Jira Service Desk. Integrates with our internal Jira system for bug/task
> > tracking and with a Confluence KB. It's got some quirks (like they all
> do),
> > but meets our needs. (I helped set it up nearly two years ago, but turned
> > over agent access to the tech support team, so my only touchpoint at this
> > point is the KB, except when a customer ticket turns into a doc issue.)
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References:
Help Desks: From: Nina Rogers
RE: Help Desks: From: Cardimon, Craig
Re: Help Desks: From: Sharon Metzger

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