Finally! Sharing Support Tickets and Status across vendors
Finally it looks like we MIGHT find companies SHARING and delegating customer support tickets between disparate systems. Zendesk has helped found and push NETWORKEDHELPDESK.ORG a cross vendor group that has defined a common format for sharing and routing support trouble tickets. I had this idea a LONG time ago and wanted to see it happen. Now with a vendor as strong as Zendesk and with everyone now SHARING more I am hopeful it will take off! If your CRM vendor isn’t on this list…push them to join and build the interface.
This is perfect for routing cases between vendors instead of just saying “it’s not our problem” and other collaboration that will ultimately help the customer. This will be hard for some stovepipe thinkers but hopefully it will evolve to provide logically linked CRM and ticketing systems that can help breakdown artificial barriers to getting the customers problems solved. Here’s hoping……
Here is a link to a nice summary by Don Hinchcliffe: Enabling Cooperation with Open API’s