Help Desk / Ticket software
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We used the on demand too, it was very good. One of the better ticketing products that I have used. Very powerful.
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Currently I use freshbooks for client submitted tickets. it works pretty well for me cause I can apply time to a submitted ticket and it will automatically create an invoice. I love invoices.
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@Hubtech said:
Currently I use freshbooks for client submitted tickets. it works pretty well for me cause I can apply time to a submitted ticket and it will automatically create an invoice. I love invoices.
We have an accountant that does that work. Granted, I think we have no reason to pay an accountant just for invoicing, but the owner does not want to do it himself.
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I think that typically it makes sense for a dedicated bookkeeper to handle invoicing. It just makes sense. Chances are the BKer is really good at that and chances are the owner is not. Or, at the very least, the owner is really good at something else that they should be doing instead.
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@JaredBusch said:
@Hubtech said:
Currently I use freshbooks for client submitted tickets. it works pretty well for me cause I can apply time to a submitted ticket and it will automatically create an invoice. I love invoices.
We have an accountant that does that work. Granted, I think we have no reason to pay an accountant just for invoicing, but the owner does not want to do it himself.
Can't a bookkeeper do that? Much cheaper and accomplishes the same thing, if what you say is true.
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@scottalanmiller said:
I think that typically it makes sense for a dedicated bookkeeper to handle invoicing. It just makes sense. Chances are the BKer is really good at that and chances are the owner is not. Or, at the very least, the owner is really good at something else that they should be doing instead.
I got distracted by a coworker when typing. We were on the same train of thought!
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@scottalanmiller said:
I think that typically it makes sense for a dedicated bookkeeper to handle invoicing. It just makes sense. Chances are the BKer is really good at that and chances are the owner is not. Or, at the very least, the owner is really good at something else that they should be doing instead.
Our invoicing is not that large. It would take almost no time if it was all tied into a system. The owners process now actually makes it more expensive than it needs to be. He does at least know it, and we will migrate to something, just we are too busy to take the time to do it right now.
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@JaredBusch
Nothing wrong with the owners know it. I've spoken to several people who own their own business or want to, and they think they need to hire everything out or staff it. but if THEY know it, they can add checks / balances to the process. that way it safe guards the money trail, or keeps costs down for a fledgling business. -
A bookkeeper has very different skills than an Accountant. You don't need to pay an Accountant to do invoicing but if you do you are darn sure that your taxes are done easily at the end of the year.
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@Minion-Queen said:
A bookkeeper has very different skills than an Accountant. You don't need to pay an Accountant to do invoicing but if you do you are darn sure that your taxes are done easily at the end of the year.
Very true. Non-business people often mix them up but they are two different, but obviously related, roles.
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Even business people do. I used to do bookkeeping but my old boss thought I could do his taxes too, umm no. Not the same thing at all. An Accountant can do bookkeeping but a Bookkeeper can not do Accounting (at least not reliably enough that I would hire them to).
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Also their pay is generally VERY different.
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@Dashrender said:
Also their pay is generally VERY different.
Yes that too. But again you are paying for their training and knowledge. A bookkeeper is basically a secretary no college education really needed there (yes I know some will argue). Accounting, well the tax laws are confusing and you want to hire someone who not only spent time learning about it in school but continues to do so each year.
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@Dashrender said:
Also their pay is generally VERY different.
Massively. One is relatively cheap. The other is a nearly lawyer level professional. At least if we are talking a full CPA.
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It is common to find an accounting office that also has bookkeepers. The two often work together.
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@JaredBusch and @scottalanmiller, how do you get your customers to the portal to add a new support ticket? Right now I have an internal DNS record that points to our old host for support.ourdomain.org. Could I point that to 'my' portal of ondemand? It needs to be simple and intuitive to use or it's a moot point in converting.
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Yes, you can use your internal DNS to make CNAMEs to anywhere that you want.
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@scottalanmiller Humm... I realize 'internal DNS' isn't really what I meant to refer to.
Since our site is hosted, our current ticket system (HESK) is installed on the host, I would use BlueHost to point the DNS cname.... not my Server 2003 / Firewall to point the DNS.
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@g.jacobse said:
@scottalanmiller Humm... I realize 'internal DNS' isn't really what I meant to refer to.
Since our site is hosted, our current ticket system (HESK) is installed on the host, I would use BlueHost to point the DNS cname.... not my Server 2003 / Firewall to point the DNS.
So just change it there. Wherever the DNS source is for the domain in question.
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@g.jacobse said:
@JaredBusch and @scottalanmiller, how do you get your customers to the portal to add a new support ticket? Right now I have an internal DNS record that points to our old host for support.ourdomain.org. Could I point that to 'my' portal of ondemand? It needs to be simple and intuitive to use or it's a moot point in converting.
I only use email. getting users to deal with a portal is a waste of time.
