Using Iform as a HELP DESK or TICKET SYSTEM anyone doing this?

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    Karl Simms

    Never really thought about using iform as a Helpdesk.
    We did however use it as asset tracking UI for about a month or so, one thing we found was the backend got a bit messy with all the lookups going back and forth.
    Have you looked into Zendesk?its quite customisable
    We also use iform in conjunction with Zapier and webmerge to fill out customer checklists when we do laptop repairs etc, it basically cuts our admin time in half

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    Scott Williams

    I agree with Karl, managing the data on the backed will get messy.  In order for you to track and report KPIs you will need to connect the data into a reporting software.  iForms excels at mobile data capture, so unless your helpdesk is always on the road, it’s probably not the best fit as you’d want something with an easy web portal.  The staff at iforms uses zendesk to manage their helpdesk tickets.  As a customer, my interface with iforms support / zendesk has been seamless.

    Good luck with your search.

     

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    Penny Lau (Edited )

    Hi Russell, are you looking for a public facing app or a web based system? It would be helpful for us to understand what you need if you can share some more information/requirements with us. And like Karl and Scott said, our experience working with Zendesk as an online ticketing system has been great so we would recommend you to have a research on that as well. Scott, just letting you know that we have our own reporting feature now called Zerion Report which makes data management much easier. Check it out: https://iformbuilder.zendesk.com/hc/en-us/articles/214632483-What-are-Zerion-Reports-

    Penny

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    Russell Hamilton

    Penny,

    We are a Public Utility dealing with electric, water, wastewater, and sanitation services to our customers.  We have a Customer Information System to handle billing and all of that and are not looking for anything to replace that.  The gap we have is in finding a Ticket System that deals with Issues reported by customers to us in a number of ways as well as internal employees creating tickets for the same duties.  Examples of these might be Water Leaks, Low Electrical Lines, Sewer Overflowing, High Bill Complaints.  I really like the idea of being able to add the chat capabilities to our portfolio for customers to be able to report issues and maybe get answers really quickly.  But we also need to be able to create Work Orders for crews to go out and fix water leaks, change meters, inspect services and many other operational issues that may be reported by customers or used as supervisors just to plan work for the week and have it assigned to crew leaders.  We are currently using Mobile 311 by Dude Solutions and it is close to what we need but it is too GIS based and reporting is horrible.  We want an option that has a mobile app that integrates with it.  So we can create, close, edit tickets from our mobile phones or ipads.  We want to be able to use our own list of Service Addresses.  We have GPS coordinates for water and electric meters and will be adding more assets with those GPS coords.  So we do want some mapping in the help desk to help put these assets into the tickets for easy locating for workers.  We need to be able to control workflow so that Water groups see water tickets and Electric groups see those tickets and crew leaders only see those assigned to them.  We also want the employee to be able to gather information with the ticket.  So if it is a Meter Change Service Order then it would have fields for old meter #, new meter #, readings for both,and so on which would be totally different than the information on a Water Leak Service Order.  So being able to customize almost everything is a big deal.  Its one of the things I like about IFORM so much.  There is such a need for this in the Utility Industry that if I knew the coding I would stop working tomorrow, build this platform, and spend the rest of my days making the management teams of these Utilities Life's so much easier.  Any Ideas??  Signed up for Zendesk demo but instantly became overwhelmed with trying to set it up just for a simple use case.  I will wait for the demo to see if its any better.

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    Penny Lau

    Thank you for sharing your story Russell. This is extremely helpful. We will be more than happy to schedule a demo with you and show you how we can help!

     

     

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