Anyone know a good ticketing system that supports a bot for self service and auto resolution attempts?
I think Zendesk offers this type of functionality
I love my Freshservice.
auto-resolution for FS is not that great though from what i see. If you open as a incident it can recommend a solution. There is a freddy suggestions that is being more built out last i heard. @dominik how do you solve for this?
we’re big fans of https://www.atspoke.com/
The autosuggestions and resolutions are getting better though freddy. And with the new bots that they are building out it's getting more and more viable.
Agreed on Fresh/Freddy…big fans here too.
See I like at Spoke but the pricing isn't possible also irony is if they didn't have a minimum buy they'd have 150 people users. I did look at FS is it easy to convert or submit a ticket via Slack? We are a store opening new stores every week. Started with 29 people and 4 weeks later at 83 😅
@bach632 Spoke is willing to play ball. Set up a meeting and tell them your pricepoint. If it's reasonable, they might match it. Worked for us
yes in slack its just /fresh but it only works in DMs
But you can also create new tickets based off messages in Slack with their new integration.
i must have missed that announcement
Thanks will take a look. Fresh Desk or Fresh Service for ticketing?
I am in the process of leaving Freshservice for Atspoke
How big is your IT team?
6 agents for IT Staff servicing 500 employees. Moving other teams that have helpdesks on HelpScout on to AtSpoke as well. Since spoke charges per user, who cares how many helpdesks I have. As it is I was paying for 9 helpdesks on HelpScout
FS per agent vs AtSpoke per user pricing is what has me going for FS might go to AtSpoke again for better pricing
Happy to put in a good word for you. Who did you talk to at atspoke on the sales team?
more features than freshdesk
@bach632 feel free to reach back out to see if we can figure out commercials and get atSpoke in your hands 🙂
Hello @ab sorry haven't replied it's been busy. We've grown 26 to 129 in 2 months. Unfortunately it's actually more about payment terms, if you had it as a SaaS based solution with no minimum payment required you'd have 129 users using it. But having a minimum payment and a contract upfront creates a barrier.
By doing so you've shutout businesses that don't meet that barrier and you miss opportunities with businesses that are going through growth or hyper growth. This has been the cause and issue for the last 2 companies I've gone too where I wanted to bring in Spoke. If notion, slack, Jira, Zendesk, etc were to have an upfront minimum cost we wouldn't be using them.
See the issue also is when it's a contract with an upfront cost and you explain to people what it does, it sounds like a gimmick. But if you get them to use it and slowly onboard users they see the value for it themselves. And lastly 14 day trial is not enough to show people the value as information needs to be fed to the bot so it can then auto answer. If we were to wait to create articles based on tickets coming through then 14 days would not be enough at all.
thats fast growth, Bach
@bach632 that really is blazing fast growth 🚀 I see where you’re coming from Bach. Good news is that in the last couple months since we talked, our pricing was updated such that you can go month-to-month if you don’t want to commit to an annual contract upfront. DM me if you’d like to revisit this and get your trial account reactivated.
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