Hello! Let me remind you that we are the installers of air conditioners who decided to find the best ServiceDesk for themselves.
Previously worked in collaborative calendars, instant messengers and other services, but got sick. Once they made a decision - to get a Service Desk.
They chose for a long time - and they chose. Then they decided to compile this guide for other companies - so that they would not have to understand.
Here are the previous articles from our guide.
Part 1
Part 2
What functions do we consider in this part?
What features of Service Desk are important for us
These features are far from all that we are looking for in ServiceDesk. The full list is in part 1.
However, these features seem especially important.
- Integration with Bitrix24 and telephony.
- Geolocation and GPS control of performers.
- The ability to restrict access to attached files of some users.
- Communication of the contractor with the customer on request.
What platforms were compared
How are functions important to us implemented in different systems?
Integration
I would like ServiceDesk to be integrated with Bitrix24 and telephony - to automate manual labor (i.e. transfer data to the system).
I wonder if the presented systems allow this to be done.
Planado
At Planado, we found ready-made integrations with Bitrix24 and amoCRM.
In addition, they have an API and a Webhook.
A good set of integrations.
But there is no integration with telephony - sadness. Of course, you can do this by API, but then you have to attract programmers, which is expensive and long.
Therefore, this system does not suit us.
Okdesk
Email integration is provided. Good.
In addition, Okdesk works with Wialon, Scout, Escort - specialized programs for transport companies. Cool, but not for us.
Integration with IP telephony in Okdesk using the Simple Calls service. The only way.
Integration of Okdesk and Teamviewer is provided. This allows you to initiate remote support sessions without going to the Teamviewer interface and store session history in Okdesk.
There are no pre-installed integrations with Bitrix24, AmoCRM, 1C and other programs.
True, there is an API.
Conclusion: the system does not suit us.
Grotem
Typical integration of Grotem and 1C is provided (Trade Management 10.3 and 11.3, Complex Automation 2.0, Production Enterprise Management, ERP) - not bad.
There is an API. With it, Grotem integrates with any other accounting system and CRM.
By the way, the site claims the ability to independently configure data exchange between Grotem and the API, that is, supposedly users can independently integrate the API.
A huge plus is the ability to configure remote fiscalization through a physical or cloud cash desk (so that the client receives a check by e-mail).
No webhooks.
BPM Online
In October 2019, only integration with amoCRM is available.
For other integrations there is an API.
There is a webhook.
There is no ready integration with Bitrix 24. There is no integration with telephony. Sorry.
We look at the following systems.
Hubex
You can configure integration with external services using the API and Webhook.
A ready-made opportunity to integrate with Bitrix24 is announced. Applications created in HubEx immediately appear in Bitrix - excellent.
But ready-made integration with telephony is also not provided.
Naumen
Screenshots did not work. In the test version, this function is described simply by text. Therefore, we will just have to tell.
There are integrations with 1C, Google Maps, JIRA, etc.
Naumen also provides integration with an anti-virus system. I wonder how it works.
There is also integration with IP-telephony.
Integration with Twitter is provided, which allows you to track posts of interest in the system interface. Just do not understand how it works ...
There are API and Webhook. Good.
Now we look at other functions.
Geolocation and GPS control of performers
Needless to say that all services are equipped with mobile applications? This is useful, allowing field employees to be at work, even when they are not in the office.
But you need to control the actions of field employees. Understand correctly - trust is trust, and business is business. We prefer to distinguish between these concepts.
So what do different systems offer?
Planado
Employee coordinates are read by GPS from the employee’s device every 10 minutes when the application is running (even in the background). In addition, the coordinates are fixed automatically when the status of the order changes (start, pause, complete).
The web application stores the last known location of the employee for the day.
A location history can be seen by clicking on the name of the employee.
That's cool. Useful
It suits us definitely.
Okdesk
Thanks to integrations with Scout, Escort, WIALON, the service provides a wide range of monitoring capabilities.
The location of employees is displayed on the map and changes when moving 50 meters.
In the mobile application, it is possible to disable geolocation. Employees can be “encrypted”.
For this, the desktop version saves a record of the last location and displays in color how long this record was made.
Grotem
There is a schedule on the map - the “chip” of the Grotem application. That is, the location of field specialists is shown on the map, and their schedule is shown nearby.
Cool. But what next?
BPM Online
The ability to connect Yandex.Maps to form a set of locations for calls and / or contractors. The solution is great.
Hubex
In HubEx, you can see where the employee is at a given time (at the facility or on the way).
The body of the application stores information about the time of transfer of the application from one stage to another.
An engineer can build a route to an object in a couple of clicks.
Naumen
Service involves:
- Route planning to the client.
- Determination of the average travel time to the facility.
- Clarification of the departure address for the application.
- With it, you can also find out the location of field specialists. If a new application arrives, you can pick the nearest free engineer.
- In the near future, fixation of coordinates with any actions will be implemented.
The ability to limit access to attached files of some users
I would like to make sure that employees do not waste time viewing materials that they do not need or that they do not need to see.
How is this implemented in modern HelpDesk?
Planado
After paying for the service, employees get access to either the web application or the mobile application. At the same time - it is impossible.
Accordingly, they have different opportunities.
- Employees with paid access to the web application can create and edit addresses, outfits and teams, as well as change the schedule.
- Employees with paid access to the mobile application can perform outfits in it.
It is also possible to connect employees for free, but only with the ability to view. They cannot perform outfits in a mobile application. But the number of such employees is not limited.
Good - you can save when the business grows.
Okdesk
There are 3 user roles - “Administrator”, “Leading Specialist”, “Specialist”.
For each role, there are 35 functions that you can restrict or allow access to.
Flexibly. It suits us.
Grotem
There is no such possibility and is not expected. Sorry.
BPM Online
Users are divided into 2 groups with different work options - “Administration” and “User group”.
Administrators have the rights to configure and create user groups.
Users cannot customize the application.
Is this solution suitable for us? Maybe.
Hubex
The service provides 4 user roles.
Each role has 6 functions. Each function has its own list of permissions, i.e. You can restrict user roles for individual tasks.
Cool. Very flexible.
Fits us unequivocally.
Naumen
There are 11 roles for users. In some organizations, there are even fewer than 11 employees.
Access restrictions for roles are also configured flexibly. Each role has 9 functions with 1-7 sub-functions. Accordingly, they can be restricted or allowed access.
It’s also flexible. Interestingly implemented! Only a lot.
And the extreme function that we will look at this time is ...
Communication of the contractor with the customer on request
It is necessary that all communication on the application remains in a single correspondence, where the customer, contractor and dispatcher (or the head of the service department) are present. It should also be possible to add new users here and do group chats (for example, if you need to ask for advice).
Planado
There is no correspondence at all. Sorry.
Okdesk
There is a correspondence within the framework of the "Comments" functionality inside the application.
That is, communication is possible only with the participants of this application.
Ok, but there is no way to connect additional people.
What about other services?
Grotem
Comments are supposed to be written in the body of the application.
The same thing - third-party employees can not participate in communication on request.
BPM Online
You can discuss issues with colleagues in the task card. According to technical support, messages will be sent to the feed of the author, artist, participants and approvers.
Great, but you can’t add people to correspondence. Sorry.
Hubex
Comments on the application are in the body of the application itself. You can connect the required number of employees to them.
Wow. Impressive. Perfect for companies where collective discussions often take place.
It suits us exactly.
But let's see what's next.
Naumen
There is a correspondence within the framework of the "Comments" functionality.
As with OkDesk and Grotem, there is no way to connect third-party employees. Sorry.
The system has a private comment mode - For discussing confidential information
FIN!
So, we have studied several services.
Today, several solutions are presented that satisfy the basic requirements of an average service company. More mature Service Desk solutions in one way or another repeat the functionality of each other with slight differences - here everyone chooses what is more convenient for him.
At the beginning of the series of our articles, we selected 10 indicators, by which we tracked how this or that system suits us. In the selection process, another indicator was added - this is the quality and efficiency of responses from technical support of the service desk. This indicator became decisive for us when choosing. Since our review is an introductory review, we won’t announce which system we’ve chosen, but maybe our little research will help someone save time when choosing.