Home → Questions →

Questions regarding TenderSupport features

• Edit

Harry Stevenson

15 Aug, 2012 11:31 AM

We have some additional questions regarding your product which I was hoping somebody might be able to clear up for me. These questions are as follow:
Can integrate your product with SalesForce in some way to access our customers contact details from with Tender Support?
Can we track SLA settings, to ensure we respond to customers in a timely manor/customers do not raise too many tickets etc?
Following on from the SLA question, can we make the system Office Hours aware, so that tickets are not escalated when we are not inside working hours?
Can we keep track of time spent servicing a customer discussion?
Can we easily knowledge base issues raised by a customer, and then allow the customer to access those kb articles, to self serve?

Thanks for any additional information you can provide, and apologies if I have missed the answer to any of these questions on your website,
Harry Stevenson

1. 1 Posted by Tim on 15 Aug, 2012 07:59 PM

   

   Hi Harry,

   Let's talk about each question in order:

   1 - Salesforce Integration. We do not currently have Salesforce Integration. We integrate with Github Issues and Lighthouse (Tender's counterpart task tracking application).

   2 - SLA Settings: our Reporting feature does allow you to track, in aggregate on the reporting graphs, and specifically in the CSV data export, some of the pieces of data you would want for SLA tracking -- we track Time to Initial Response and Time to Resolution. Other metrics, such as how many tickets are created by each customer are not tracked specifically in our reporting feature, but you can gather the information by using our Queues feature or by our Recent Discussions function.

   3 - Office Hours: Tender does not currently have functionality that allows response reporting only for office hour-elaped time. With our CSV export for reporting data, you can create Excel spreadsheets that perform this analysis based on your office hour time (I use a version of our reporting spreadsheet a lot, and a sample can be downloaded from our Knowledge Base).

   4 - Time tracking: Tender does not have a timekeeping feature to track the time spent servicing a specific discussion.

   5 - Knowledge Base: our system has an autosuggest feature for Knowledge Base articles (for example, if their discussion includes the word email, our suggest feature recommends an article if it has email as a keyword); self-service and community service is an integral part of Tender. We feel that between a well-stocked Knowledge Base and a thriving community of users, many issues are often dealt with without the need for support staff intervention.

   Let me know if you have any further questions!

   Thanks!
   Tim

   • Edit

2. 2 Posted by Harry Stevenson on 16 Aug, 2012 09:13 AM

   

   Hi Tim,

   Thanks for your reply, very helpful and informative. I did have a
   couple of other questions to shoot over, which I'm hoping you can help
   me with.

   Does your system support grouping customers together in to
   organisations, so that we can report on that organisation as a whole?
   And further to this, could we then allow users access to all the tickets
   raised by their organisation as a whole?

   Does your system have a rating system integrated in to it, to either ask
   customers for a satisfaction rating after a discussion is solved, or to
   send them an email prompting them to complete a survey, or something
   along these lines?

   Thanks for any additional information you can provide me!

   Harry Stevenson

   --

   Opsview
   [email blocked]
   +441183 240 615

   • Edit

3. 3 Posted by Tim on 16 Aug, 2012 05:30 PM

   

   Hi Harry,

   1 -- Organization Access/Reporting: Tender has a feature called Companies where users that are members of the same Company can see private tickets created by other Company users. We do not yet have a specific set of reporting within the Reporting feature that gathers Company discussions together, but you can still gather that data in other ways (either using the Queues feature or from the CSV reporting export and a spreadsheet of Company users).

   2 -- survey/satisfaction voting: Tender doesn't currently have a rating or survey system currently implemented.

   Thanks!
   Tim

   • Edit

4. Amanda closed this discussion on 30 Aug, 2012 05:50 PM.