New initiative to improve customer service through open APIs
The new NetworkedHelpDesk.org initiative has been formed to create an open standard for communicating between various project management, customer relationship management (CRM) or customer support solutions across multiple partners, suppliers or departments.
Currently, many organisations use disparate systems for these tasks. The new open standards organisation is intended to provide a uniform way to connect these systems for "seamless collaboration" in order to "deliver an awesome customer experience". NetworkedHelpDesk.org is currently working to develop and deliver an open application programming interface (API) that will allow organisations to deliver improved support to their customers across a number of products and systems.
The current API documentation specifies how say a help desk, CRM system and bug tracking system could easily interchange uniquely identified tickets and between the systems. This would, for example allow a customers problem to be handled by collaboration between the customer services team, help desk team and developers, without duplicating data in each system.
The initiative currently consists of a total of 17 members. Its founding members include open source help desk specialist OTRS Inc., US network management software vendor GroundWork Open Source and commercial open source CRM expert SugarCRM.