Networked Help Desk support?

šŸ’¬ General Discussion
1

Iā€™m interested in integrating SuiteCRM with our help desk system via Networked Help Desk. This was a standard that was developed by SugarCRM in cooperation with Zendesk, Atlassian, OTRS and several other help desk companies/projects.

I havenā€™t been able to find any documentation about Networked Help Desk support for SugarCRM, and Iā€™m wondering if this was ever an actively developed part of S(ugar|uite)CRM. Any pointers would be helpful.

2

All the add-ons and integrations are usually listed on SuiteCRM Store. If it isnā€™t there, most likely it doesnā€™t exist.

I personally never heard about this, so I believe it wasnā€™t part of SugarCRM when we forked (their version 6.5), and it isnā€™t part of SuiteCRM today.

Which modules would you integrate with this?

3

Iā€™m not exactly sure how the integration works. I suspect, based on the documentation for Networked Help Desk that the idea was to sync help desk tickets between SugarCRM and other systems. Iā€™ve never played with the helpdesk system in SugarCRM or SuiteCRM, and if thatā€™s all that it will sync, it probably wonā€™t do me much good.

Iā€™m actually most interested in syncing contacts and customers with our instance of RT; I donā€™t even know if thatā€™s possible via Networked Help Desk, but I wanted to explore (possibly) existing solutions before writing web services or middleware.

4

I donā€™t think the whole ā€œNetworked Help Deskā€ thing will take you very far with SuiteCRM.

If I were you I would just evaluate SuiteCRMā€™s Cases module (with AOP Portal if you need external access from customers) to see if thatā€™s enough for you to drop your RT system.

If it isnā€™t, and you really need to take the integration path, then look at the new REST API v8 that SuiteCRM released, and use it for syncing Contacts, Cases, etc.

5

I suspect, based on the lack of hits on ā€˜SugarCRMā€™ and ā€˜Networked Help Deskā€™ that this was never developed for SugarCRM, so Iā€™m not greatly surprisedā€¦ The REST API is my next stop.

Thanks for the follow up. is there a way to mark a thread as answered?

6

No, thereā€™s no way to mark as ā€œsolvedā€, we just let if fade into the pastā€¦ :slight_smile: