Ticketish: Help Desk Made Simple
Businesses looking for a way to handle customer service and bug reporting may seek applications that offer flexibility inside and outside the company. One such application is Ticketish, the help desk and ticket handler that keeps ticket handling simple and on the web.
After signing in with Ticketish, you will be asked whether you would like the project (this could be either a product or service) to be private or public. Setting the project to public allows customers to generate tickets, and private allows you to use Ticket.ish internally to report bugs or issue track. All projects receive their own email address, which is the way Ticketish separates products or services.
Ticketish is a project oriented application, and this is evident from the first tab, Projects. Beneath the Projects tab there is a simple dashboard with links to the quick stats of your situation: the number of unassigned, assigned, closed, and your tickets are shown alongside links to the project email and a link to change your project name. Each of these numbers is conveniently linked to a tab of its own with its own options.
My Tickets, the tab aside Projects, shows tickets assigned to you and has a link to open a new ticket. New tickets can be assigned to a project, a person, client, and have attachments. To keep on top of your workload this page can be fed via RSS to your favorite reader. This feature is well suited to companies with a light load of tickets - with an RSS feed in place employees can monitor the help desk as they do other tasks.
Unassigned tickets, the next tab, shows tickets that are unassigned as well as how old they are. Managers are likely to visit this page the most often, since it they can not only assign the tickets from this page, but edit details of the ticket itself. Once a ticket is opened (clicking on the ticket name) comments can be entered and another feature, the Time Log can be used.
The Time Log allows you to enter time spent on any action related to the ticket and include a description or note. Time logs and interaction between the person who generated the ticket and the agent are shown in the Activity section of the ticket details. Useful for managers and agents alike, it is another piece of information that can help determine the complexity of the ticket. When dealing with irate customers or reporting bugs, the length of time spent can indicate what other actions may be necessary.
Following Unassigned are tabs for detailed listings of Assigned and Closed tickets, both of which have RSS feeds as well. There’s also a tab for Spam, to separate out the false tickets, and a tab for Clients. Under the client tab you can add new clients or see existing clients and the tickets generated by them. It’s just another way to find tickets, handled in Ticketish’s easy to understand layout.
The problem with Ticketish is that it is too simple — it does not supply a knowledgebase or FAQ for customers, nor does it allow for prioritizing tickets. This simplicity works well for businesses with a light load of tickets, but does not give the support and tracking options that product oriented businesses require.
Still, for companies that need a simple and low cost help desk, Ticketish is an option. With RSS feeds for each tab and a free account (1 project, 1 account) Ticketish offers value, and for businesses asking for more they have plans that start at $10 a month (3 projects, 5 users). To find Ticketish or programs like it there is the Listio search: business+helpdesk.
New to Listio? Our tag cloud search offers an easy way to narrow your hunt for the perfect web application or service. No more second guessing of search terms. Just click on one tag, then as many more as you'd like to narrow your search results. It's easy and ensures you get to the listing you want. Finding web 2.0 was never so easy.
Tags: business, email, helpdesk, manage, rss
Posted in: Help Desk | Respond
Bookmark & Share: 
