Custom Work with Parature CRM

Parature is a great cloud platform for managing all of your customer service needs. On top of that, they have a well established API for building customizations and automations on top of their existing product.

At Houndstooth, we specialize in building tools that are tailored specifically to what you want to get out of your CRM. Sometimes, though, it can be difficult to know just what's possible, especially if you're new to using a platform like Parature. To give you an idea of what can be done, we've cooked up some free apps and widgets for you to try out. To use them, you'll need to be an existing Parature client and have API acess. Past that, we'll walk you through step by step on how to get set up in just a few minutes. We hope that these freebies give you lots of great ideas for what you'd like to see made.

Widgets

Customer's Past Tickets

Dashie

See the most recent tickets subbmited by the current customer you're helping.
A widget like this is great for helping new agents learn what kind of issues a customer has experienced in the past and how they were solved. It can also help make your team more aware to customers who are frequently subbmitting the same issue over and over.

Try it out!

Customer Notes Widget

Dashie

Store notes on customers that will be visible on their tickets.
Most likely your agents already have notes for certain customers - why not give them a simple and easy way to keep those notes in your CRM? By storing short notes on your customers here, you'll provide information to other support agents, should they get a ticket from this customer. You'll also always have the info on hand right on the ticket page, saving you the time of looking up their customer record or sifting through personal notes.

Try it out!

Dashboards

Ticket by Day/Time

Dashie

A dashboard to show you the peak times you receive tickets.
Knowing when "spikes" of tickets come in can help in managing employees and the types of shifts they have. Got a lot of tickets coming in around lunch time? Better make sure your whole team isnt in the cafe at the same time. This sample dashboard is just the tip of the iceberg when it comes to dasboards and reporting. It only shows tickets that have been created in the past seven days.

Screenshot Try it out!

Open Tickets Snapshot

Dashie

A dashboard to show you how your open tickets are distrubuted.
Having a clear picture of what statuses your open tickets are in, as well as how many tickets your agents are handling can be vital pieces of information. Dashboards like this publicly show your team who has a heavy workload and who has room to take on more. You can also see which tickets have been sitting in "needs reply" the longest, keeping your team accountable to getting back to customers.
This sample dashboard is just the tip of the iceberg when it comes to dasboards and reporting. To keep things simple for now, this one only shows tickets that are in an "open" status and have been created in the last 60 days.

Screenshot Try it out!


Let us know if you want more!


All of the free applications that we've created are meant to be very general, so that they can be widely used accross many different CRM systems and give people like you ideas about what is possible. However, this is nothing compared to what we can do for you if you're after a fully customized application or automation.

  • Want your CRM to talk to Microsoft Dynamics? Salesforce? Some ancient piece of software Jimmy in the IT department made? We can do that.
  • Want to have you end users send in text messages to you that turn into tickets? We can do that.
  • Want to "go mobile" both interally and with your end users? We can do that.
If you have any questions about what we can do for you or have an idea that you'd like to run by us, we would be happy to set up a meeting and chat.