Call Centre Logging

[danielh]

Hi all,

I am after a web based call logging (ticketing) solution for an International IT company. I am very impressed with the look of SupportSuite. However I am not sure how customisable the software is. We are looking for a new call logging solution base requirements need to be:
Enter customers details
Select the Product Code
Select a Problem
Select a Solution
Add Ticket notes
Set ticket as open, closed, escalated etc

Importantly, we need the ability to report on almost anything. For example, total number of calls for a particular Product Code and the number of each problem associated to the product.

Has anyone modified this software for similar use?

Thanks.

Dan

[craigbrass]

Custom Details
You can create mandatory fields on registration for collecting extra details such as address.

Select the Product
You could either create a department for each product or have a custom field on the ticket.

Select a Problem
Custom fields could again be used for this.

Select a Solution
Solutions from the knowledge base are shown to the user based on what they have typed.

Add Ticket notes
Yes, this can be done from the staff side (staff only visible notes).

Set ticket as open, closed, escalated etc
Open, On Hold and Closed are the default statuses but you can add more.

Hope this helps. Post back if you have any more questions.

[Siora]

It can do everything you need however the reporting module is weak at the moment. They are implementing a much more indepth reporting module in their Version 4 release though.

[Ryan Lederman]

Please feel free to test the demonstration installation of SupportSuite to see if the product meets your needs: http://kayako.com/supportsuite.php?page=onlinedemo. Additionally, you can try SupportSuite free for 7 days on your own hosted installation. Please see http://kayako.com/freetrial.php for more information.