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What are the best hosted Customer Support  / CRM / Ticketing solutions with a framework supporting calling and posting to external web services, not just an API to retrieve and post data from and to itself?

  • I'm evaluating hosted solutions to replace my in-house proprietary customer service solution for a collection of consumer-facing websites, specifically social and dating sites. What is a good hosted solution that will also allow me to extend internal functionality to post to my own web services from within the app? I would like agents to be able to process a user request to Cancel their membership or Delete their account  from within one main support UI and not have to switch between multiple systems. Is there a service which I can customize to add my own web service hooks to post and pass various data points to, that will enable me to centralize these tasks within their main UI, and not just the standard API allowing me to pull and and push information from my UI into their system? The primary business driver of looking for a new solution to begin with is to leverage their features, and of course those features need to be integrated into a UI to be used, which a hosted solution can offer a better feature set and UI than I can in-house. Addingthe few external calls I need, i.e. unsubscribing someone from receiving emails by adding a button in their UI and calling my own web service to execute it, is the only way transitioning to a new system makes sense. I've seen many have push and pull API's to and from their own data, but integrating my current system in every area to post and pull, only gaining the benefits of their data structure and of what and when I actually integrate into my own solution is no real benefit at all. Thanks for all recommendations in advance.

  • Answer:

    We are an online database builder application Ragic (http://www.ragic.com). We just finish an integration with Evernote so that the data on our database can be posted to Evernote whenever it's created or updated. Building a general web hook to post updates to external data source sounds like a good addition to our product. If you're interested in using Ragic, we would be happy to work with you to create a web hook that allows better external integration.

Kuo Chia-Fu at Quora Visit the source

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