Ticket System
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Most ticket systems allow you to change how often it polls the email inbox.
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It's not polling, we're sending an e-mail directly to Zoho's servers, which they then process.
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@Carnival-Boy said:
It's not polling, we're sending an e-mail directly to Zoho's servers, which they then process.
They would be polling. While it is possible that they build an email server expressly for the purpose of their ticket system it is safe to assume that they did not. What all systems like this do is drop the email into a filesystem or database and then another system connects either directly or over IMAP and grabs the email every ten seconds or ten minutes or whatever. Same as how Spiceworks does it, for example. Polling is the only reasonable way to handle email in this manner.
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Sure. What I meant was it's not configured to poll our mail server. I can't see anywhere to set the polling interval, though surely it can't be set to 5 minutes or longer by default? I'd expect it to poll every few seconds.
Why is polling the only reasonable way anyway? Why wouldn't a large cloud provider like Zoho use a more real time solution?
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I would not expect them to allow you to configure the polling on their end, if you could why would everyone not turn it all the way up, all of the time?
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Good point!
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@Carnival-Boy said:
Sure. What I meant was it's not configured to poll our mail server. I can't see anywhere to set the polling interval, though surely it can't be set to 5 minutes or longer by default? I'd expect it to poll every few seconds.
Why is polling the only reasonable way anyway? Why wouldn't a large cloud provider like Zoho use a more real time solution?
I wonder if it's faster if you use their email service?
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@johnhooks said:
@Carnival-Boy said:
Sure. What I meant was it's not configured to poll our mail server. I can't see anywhere to set the polling interval, though surely it can't be set to 5 minutes or longer by default? I'd expect it to poll every few seconds.
Why is polling the only reasonable way anyway? Why wouldn't a large cloud provider like Zoho use a more real time solution?
I wonder if it's faster if you use their email service?
One would assume that THEY are using their email service and from the sounds of it, it sucks. This would make me wary of using it. Twenty minute delays on email delivery is not fun in this day and age.
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So apparently ManageEngine ServiceDesk can run on Linux: https://www.manageengine.com/products/service-desk/help/adminguide/introduction/installation-linux.html. I may have to spin this up and see if I can retire Jira.
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@Kelly said:
So apparently ManageEngine ServiceDesk can run on Linux: https://www.manageengine.com/products/service-desk/help/adminguide/introduction/installation-linux.html. I may have to
Only place any of us have ever run it
But then again, the hosted version is free, so why run your own?
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@scottalanmiller said:
@Kelly said:
So apparently ManageEngine ServiceDesk can run on Linux: https://www.manageengine.com/products/service-desk/help/adminguide/introduction/installation-linux.html. I may have to
Only place any of us have ever run it
But then again, the hosted version is free, so why run your own?
Compliance issues. ITAR makes anything hosted difficult.
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@scottalanmiller said:
@Kelly said:
ITAR makes anything
hostedsecurity difficult.FTFY
Yes, it makes everything harder, but makes hosted things, at best, hard; typically infeasible.
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@scottalanmiller said:
@Kelly said:
So apparently ManageEngine ServiceDesk can run on Linux: https://www.manageengine.com/products/service-desk/help/adminguide/introduction/installation-linux.html. I may have to
Only place any of us have ever run it
But then again, the hosted version is free*, so why run your own?
*with limitations. We host our own.
It's also only the Helpdesk module. Service Desk plus includes many other modules.
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@Carnival-Boy give Fresh Desk a try if you are looking for a ticketing system.
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Do you use it? I've signed up.
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They have 2 products and I'm confused as to which one I should use:
Freshdesk - Customer Support Software
Freshservice - Internal IT Helpdesk -
@Carnival-Boy said:
They have 2 products and I'm confused as to which one I should use:
Freshdesk - Customer Support Software
Freshservice - Internal IT HelpdeskFreshDesk - Is just a ticking system. That is all it is
FreshService, you can do much much more but the price is higher.
I do use it
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Ah yes, I see. Both are free for 3 agents but the price is a lot more for Freshservice after that. I'll stick with looking at Freshdesk.
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I got a reply from Zoho. "The usual delay in email fetching should be around 1-3 minutes. If you are consistently facing higher delay times in email fetching. Please send the respective email headers and ticket ID details to support"
To be honest, 3 minutes is too long for me. FreshDesk is a few seconds. I prefer to do support via e-mail rather than a browser portal so maybe that's why it's a big issue for me but not others.
