Can we use Pipedrive to manage customer support tickets too? We want to use single tool to manage, c

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Akshay Gupta
Akshay Gupta Member Posts: 14
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Can we use Pipedrive to manage customer support tickets too? We want to use single tool to manage, customer data is centralized and updated.
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  • Amit Sarda (AmitSarda.xyz)
    Amit Sarda (AmitSarda.xyz) Member Posts: 1,559
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    edited July 2022 #2
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    In a way, but not possible without arm-twisting the platform.

    Create a separate pipeline for support tickets and treat deals as support tickets.

  • Direção Fibersals
    Direção Fibersals Member Posts: 4
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    edited September 2020 #3
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    I talked with my customer success manager a while ago about this.
    Like Amit said, it's possible just by creating the pipelines.

    Its a shame because with only a few tweaks by the DEVS Pipedrive could accomodate this demand a lot better.

    Allow us to set the pipeline as SUPPORT or POST SALES and get rid of the Value. Maybe change icons, get rid of products and allow us to have a custom fields ruleset for this pipelines.

    I mean, everything you need is there - just missing a few tweaks to make it perfect for the use case.
  • Inês Batata
    Inês Batata Posts: 2,059 PIPEDRIVE TEAM
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    edited July 2022 #4
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    Hi @Akshay Gupta !

     

    It's possible to use Pipedrive as a Customer Support management tool but like @Direção Fibersals and @Amit Sarda mentioned, you'll need to be creative with the way you use certain features that were built from the point of view of a CRM :) Our Workflow Automation feature might be a good ally in that.

     

    Additionally, I suggest you check out the Customer Support integrations we have in our marketplace, all of them integrate with Pipedrive - take a look here and see what works best for you.

     

    This article in out blog might have some useful tips for you too: Why (and How) Sales and Customer Service Teams Should Be Aligned.

    https://community.pipedrive.com/user/akshay_gupta
  • Inês Batata
    Inês Batata Posts: 2,059 PIPEDRIVE TEAM
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    edited October 2020 #5
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    Hi @Direção Fibersals, thank you for your feedback!

    Right now there are no concrete short term plans to make these changes. Unfortunately with many customers and requests and with limited development resources we need to prioritise and make choices what to deliver first. We will make sure however our team will consider your suggestions but we can never make any promises.

    Speaking of which, here’s how to stay on top of what’s coming down the line:

    * Follow What’s New and don’t miss any new releases: https://community.pipedrive.com/topic/whats-new

    * Follow What's Planned to know what we're working on currently and what’s to come: https://community.pipedrive.com/feed/whats-planned

    * Join our Research and Beta Testing channel for the chance to try out early versions of new and improved features: https://community.pipedrive.com/group/research
  • BefuddledGnat
    BefuddledGnat Member Posts: 2
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    We'd love to ditch freshdesk, we already can do almost everything we need for a CRM, sales, close, and projects. We'd love to support customers out of this as well. Is this something PipeDrive is considering? A ticketing system would be a dream.