Zendesk, Thank You and Farewell

SuiteCRM, Uitgelicht, Updates en Upgrades

After many years of using Zendesk, we’ve migrated our customer communication to vCasePro, the helpdesk support module from ValeDale for SuiteCRM. You may have noticed the change — we’re now about six months in. So, why the switch?

Zendesk offers a wide range of features that served us well over the years. Overall, it was a solid solution. However, two recurring issues kept coming up:

True integration with SuiteCRM was lacking (yes, there are tools, but…);
The price kept increasing year after year.

Last year, we decided to take action. After receiving similar requests from our customers, we realized things could be done better — and more affordably. We reached out to ValeDale, discussed the functionality we needed, and agreed on a phased rollout plan for 2025.

We made the transition earlier this year, and by September, the final set of features went live. Throughout the year, we refined our internal processes and introduced productivity improvements. Now, we’re excited to share this with you.

📦 What Does This Mean for You?

Starting November 1st, vCasePro will be available free of charge to customers with the SuiteCRM SMB bundle.

Enterprise bundle customers will receive additional features:

vChat
Real-time notifications for activity within vCases
(These features are optional for SMB customers.)

📬 What Does vCasePro Do?

vCasePro focuses on managing customer communication with email as the primary channel. The application monitors incoming emails for specific addresses, performs various checks, and processes them into the vCase system. This can result in:

New vCases
Updates to existing vCases
Automatic status changes

Customers receive updates automatically when new notes are added. Behind the scenes, smart logic handles things like:

vCase specific SPAM filtering
Creating new vCases when someone replies to a closed case
Email privacy for users

You can also configure vCasePro to automatically assign cases to specific team members.

📊 Reporting and Real-Time Features

In addition to smart built-in reports, you can create custom reports using vReports — all within the same ecosystem. Efficient and convenient.

Enterprise customers can use vChat to offer support directly on their own websites (have a look at the bottom right of this page!). vCase agents receive real-time alerts, such as: