Help Desk / Ticket software
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An option I have with my host (Blue Host) is os Ticket. @Vidya, I am curious about ManageEngine - I am looking it over.
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@g.jacobse said:
An option I have with my host (Blue Host) is os Ticket. @Vidya, I am curious about ManageEngine - I am looking it over.
I signed up for the ondemand a couple weeks ago and was tinkering with it.
I converted the trial to the free account yesterday as we have decided to move forward with it.
so I am sure I will be commenting on it in here more int he next few weeks as I get things set up around all the rest of my work.
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@JaredBusch
What are you impressions as of current? A few weeks isn't a long duration,.. but I'll take that opinion -
@g.jacobse said:
What are you impressions as of current? A few weeks isn't a long duration,.. but I'll take that opinion
That it is very flexible. The first thing I will doing with it is using it for time reporting with a couple of part time employees we have hired.
I figure that using them to make requests (tickets) and work logs on those tickets for their assignments will help me shake out some of the processes I will want for client ticket flow.
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We used the on demand too, it was very good. One of the better ticketing products that I have used. Very powerful.
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Currently I use freshbooks for client submitted tickets. it works pretty well for me cause I can apply time to a submitted ticket and it will automatically create an invoice. I love invoices.
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@Hubtech said:
Currently I use freshbooks for client submitted tickets. it works pretty well for me cause I can apply time to a submitted ticket and it will automatically create an invoice. I love invoices.
We have an accountant that does that work. Granted, I think we have no reason to pay an accountant just for invoicing, but the owner does not want to do it himself.
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I think that typically it makes sense for a dedicated bookkeeper to handle invoicing. It just makes sense. Chances are the BKer is really good at that and chances are the owner is not. Or, at the very least, the owner is really good at something else that they should be doing instead.
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@JaredBusch said:
@Hubtech said:
Currently I use freshbooks for client submitted tickets. it works pretty well for me cause I can apply time to a submitted ticket and it will automatically create an invoice. I love invoices.
We have an accountant that does that work. Granted, I think we have no reason to pay an accountant just for invoicing, but the owner does not want to do it himself.
Can't a bookkeeper do that? Much cheaper and accomplishes the same thing, if what you say is true.
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@scottalanmiller said:
I think that typically it makes sense for a dedicated bookkeeper to handle invoicing. It just makes sense. Chances are the BKer is really good at that and chances are the owner is not. Or, at the very least, the owner is really good at something else that they should be doing instead.
I got distracted by a coworker when typing. We were on the same train of thought!
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@scottalanmiller said:
I think that typically it makes sense for a dedicated bookkeeper to handle invoicing. It just makes sense. Chances are the BKer is really good at that and chances are the owner is not. Or, at the very least, the owner is really good at something else that they should be doing instead.
Our invoicing is not that large. It would take almost no time if it was all tied into a system. The owners process now actually makes it more expensive than it needs to be. He does at least know it, and we will migrate to something, just we are too busy to take the time to do it right now.
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@JaredBusch
Nothing wrong with the owners know it. I've spoken to several people who own their own business or want to, and they think they need to hire everything out or staff it. but if THEY know it, they can add checks / balances to the process. that way it safe guards the money trail, or keeps costs down for a fledgling business. -
A bookkeeper has very different skills than an Accountant. You don't need to pay an Accountant to do invoicing but if you do you are darn sure that your taxes are done easily at the end of the year.
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@Minion-Queen said:
A bookkeeper has very different skills than an Accountant. You don't need to pay an Accountant to do invoicing but if you do you are darn sure that your taxes are done easily at the end of the year.
Very true. Non-business people often mix them up but they are two different, but obviously related, roles.
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Even business people do. I used to do bookkeeping but my old boss thought I could do his taxes too, umm no. Not the same thing at all. An Accountant can do bookkeeping but a Bookkeeper can not do Accounting (at least not reliably enough that I would hire them to).
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Also their pay is generally VERY different.
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@Dashrender said:
Also their pay is generally VERY different.
Yes that too. But again you are paying for their training and knowledge. A bookkeeper is basically a secretary no college education really needed there (yes I know some will argue). Accounting, well the tax laws are confusing and you want to hire someone who not only spent time learning about it in school but continues to do so each year.
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@Dashrender said:
Also their pay is generally VERY different.
Massively. One is relatively cheap. The other is a nearly lawyer level professional. At least if we are talking a full CPA.
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It is common to find an accounting office that also has bookkeepers. The two often work together.
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@JaredBusch and @scottalanmiller, how do you get your customers to the portal to add a new support ticket? Right now I have an internal DNS record that points to our old host for support.ourdomain.org. Could I point that to 'my' portal of ondemand? It needs to be simple and intuitive to use or it's a moot point in converting.
