Why did we move to our own Ticketing system from Freshdesk?
Initially, we at fleetx were using Freshdesk for customer issues and queries.
And to be fair Freshdesk is awesome and does a really good job.
For us, it wasn't about UI/UX. that part was good. But just using their dashboard wasn't enough for us because we wanted to integrate these tickets into our system and show them on our real-time page and show notification in APP for any change in the ticket. where users can see and take action and also get a live update, not having to switch to a different dashboard.
But to do that we have to have those tickets in our system and have to be created in a little bit customized way to link them to vehicles.
for example, now we can give a list of vehicles to select or a list of the user to assign to and add watchers or select accounts. that was not possible on Freshdesk.
Apart from this, there was one more thing we were doing. we run a script on daily basis for scanning all the vehicles and if we find any issue we create tickets for those vehicles. even though by using Freshdesk APIs we were able to create tickets, but again there were few problems like not being able to select a vehicle, etc.
But while fetching all the auto-created tickets for autoclose there was some limitation on how much data we could fetch in one API hit or in total.
refer to the screenshots.
But after implementing our own Internal Ticketing System (ITS)
we mitigated all these limitations and ITS was nicely integrated with our rest of the dashboard modules. And we can customize ITS in any way we want to solve customer issues and resolve their queries.
Now creating a ticket for our customers is just one click away. And Our auto ticket creation script works much better now.
And along with all that, we also save some money 😆 .
Sometimes to provide better service, we have to create our own system
and if it serves our customer better then totally worth it.
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