Phone call logging support?

Archived Patrick W. ● ago

Is there a way to integrate this system to work in a call center to automatically record calls and attach them to the support ticket made by a service representative?

Also, integrating support tickets with SugarCRM or another CRM would be helpful.

If these features are not available, is the team behind UseResponse willing to implement them for a fee?

Thanks

Replies (3)

Guest ●

Patrick,

Tickets system will be available in release 3.0.

Please read the similar topic which may be interested you: Add support for SugarCRM. At the moment you may try to implement custom temporary solution which would work for you, or waiting for our next major release.

Some of the main 3.0 features are:

Improved UI system wide;
Incoming Mail feature to auto-post topics and comments via emails;
Ticketing system as part of HelpDesk;
Socialize Module for deep Facebook and Twitter integration to collect feedback

It would be live only in about 2-3 months (when it's ready) No exact date.

Patrick W. ●

Thanks for the reply Paul. I look forward to v3.0.

But it sounds like call center support (phone call logging) isn't on the TODO list yet. I've taken a look at Zendesk voice, and it looks like something our organization could use, but I'd like to self host, which isn't an option. This may not be the best place to ask, but would you consider adding a similar feature to UseResponse for a fee, and for how much?

Thanks

Guest ●

Patrick,

Unfortunately, we don't plan to implement Call Center as part of UseResponse in near future. I looked at Zendesk Voice and couldn't find quick solution that would allow to create a voice bridge with logging between UseResponse and Zendesk Voice.

Now we're working on 3.0 release and don't have free resources to do this quickly for a fee.