To improve customer service, Icecat is looking into different ticketing systems to replace one of our old open source ticketing systems, Mantis. It is still in use, to manage mostly internal tickets generated by customer registrations, which are assigned to the appropriate country manager as potential leads. A few customer requests are also handled this way. Commercial leads are next transferred and administered in Pipedrive, to track and monitor the sales cycle per country manager and lead.
As a part of the comparison and selection process, I have been testing three different ticketing systems. Two commercial systems – Freshdesk and Zendesk – and one open source software system, namely OsTicket. I have been looking to different aspects like security, ease of use, Pipedrive integration. Below is the overview of the comparison. The main difference is that advanced features, like detailed reporting and customization, are only provided in high price models. Good security is provided by the basic versions of all three compared ticketing systems.
Conclusion: for typical SMEs, Zendesk and Freshdesk are easier to set up, and more user-friendly, than OsTicket. Zendesk seems to be more cost-effective than Freshdesk.
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