Hi,
I have an important customer where people can receive tickets from customers and internal tickets from project management.
An hybrid scrum/kanban situation.
Or a jira + jira service management if you prefer.
Can I do a real ticketing system in fibery? I mean, can I receive imap email, transform in to ticket and make that replies to ticket go out as emails (and in sent imap folder?)
Is there another (real working and with a good ux experience) way to do it?
Thanks,
Mario
Hi @mgiammarco!
Depends on the level of refinement that your customer expect. THB I found most dedicated ticketing systems like Freshdesk pretty appalling and I think Fibery can do the same, even if it may be a little rough around the edges.
We have implemented ticketing in Fibery with both:
- A form where people can submit issues
- Listening to emails on our support email and creating support tickets that support email threads and have a way for folks to respond in Fibery.
I feel that the benefit of being able to connect the support tickets with roadmap items outweighs the roughness around the edges.
The good news is, that setting up the whole thing should not be more than around 2–4 hours of experimentation and fine tuning. So you should be able to give it a spin rather easily.
2 Likes
I agree. Fibery has all the necessary features for a ticketing system. I use Zendesk quite a bit and honestly Fibery knocks it out of the park in terms of UX!
Actuallly they are using Freshdesk but they use a lot email syncing.
Now my problem is that I do not trust a lot email integration of fibery.
Several times I get errors. Now I see a strange message:
Entity syncs
22.9K/27.5K used
So I wonder how much it will real costs to manage hundreds of emails.
If you’re frequently getting errors, then reach out in chat so we can debug with you.
Well, it looks like the integration has synced almost 23,000 entities out of your maximum monthly limit. I have no idea whether that is reasonable for your situation.
If you think this sounds wrong, get in touch.
If it’s the first month, then maybe subsequent months will have a lower usage (since only the delta needs to be syncd).
I call support then it works for while then it gives again error.
This time is different: it shows “no item to display”.
I have deleted all email spaces, recreated just my important one and again “no items to display”.
Meanwhile I have finished sync entities for this month. The missing databases are due to this?
I need to understand: one email, one sync entity?
See here for how entity syncs are counted.
Today I get back all messages.
Probably when there a lot of messages initial results from sync are delayed.
Anyway I will continute testing because I need to know if fibery can be a ticketing system.
Now I will try to load thousands of elements in kanban to see if it accepts the load.
Do you actually plan to use a kanban with 1000s of cards showing?
Fibery can perform well with 100Ks of entities in the database, but rendering thousands of them in a single view is likely to cause slow down. Most people can’t actually deal with a view that shows thousands of entities, so I would encourage you to apply filters on views wherever possible, in order to maintain performance.