To use a Help Desk or Not to Use a Help Desk

Johnny O · 03-04-2009, 07:39 PM

Hey folks,

Question, my online business has taken off into a fantastic full time income only problem is I am absolutely swamped with email requests from customers. Currently I answer everything but it takes 2 - 4 hours a day and then some. I am going to hire someone to take care of this for me but I have never used a help desk and am wondering what everyone thinks of using a help desk vs just plain old, log in and answer emails.

I'm not even clear what a help desk even does. Is it just a slightly better email system? If so I feel like an autoresponder and good old gmail is all I really need. Or do these services include human labor?

I know that personally, as a customer, if I have to log in and check FAQs first I can't stand it and I wondered if I was missing something

Beyond that I'm wondering which companies people have used and can recommend.

Any advice in this area will be appreciated.

Thanks!

YiKeS · 03-04-2009, 08:42 PM

G`day Johnny,

sounds like you do need a proper support desk, forget
trying to "organize" yourself with the wrong tool mate.

I just installed a new support desk yesterday ... I
highly recommend the one I use, it allows you to set
up FAQ and also "canned responses" (so you don`t
need to type out the same answer to the same Q`s
all the time)

If installing database and foolin` with techy installs
aren`t your thing, PM me ... I can give you basic
admin access to mine so you see how easy it is and
offer my services on the installation to ... the script
costs $67 but IMHO worth that and more.

YiKeS

samstephens · 03-05-2009, 02:11 AM

I'm a big fan of helpdesks - it also helps you keep track of "project" details as well, so you don't need to go hunting through previous emails to remind you of the status of the current ticket.

cheers
Sam

Mustafa Khundmiri · 03-05-2009, 02:18 AM

I would say "help desks" help you concentrate on growing your business rather than worry about issues that can eat up into you productivity. It still is your personal choice but then I'd always think about how to expand my business rather than banging my head on stuff that can be handled easily through a system.

radhika · 03-05-2009, 08:51 AM

Cerberus helpdesk - free and excellent. But only problem is it is very robust software. You can manage different admins, different departments etc. Need little maintenance.

Simple is 'Hesk helpdesk'. - free and simple.

I see some warriors are using 3pillars helpdesk.

You can easily manage support requests with helpdesk software.

.

Johnny O · 03-09-2009, 10:22 PM

Thanks, I'll give Hesk Help Desk a try. Simple is good.

03-04-2009, 07:39 PM	#1
Johnny O HyperActive Warrior War Room Member Join Date: Sep 2007 Location: , , USA. Posts: 286 Thanks: 0 Thanked 78 Times in 16 Posts	To use a Help Desk or Not to Use a Help Desk Hey folks, Question, my online business has taken off into a fantastic full time income only problem is I am absolutely swamped with email requests from customers. Currently I answer everything but it takes 2 - 4 hours a day and then some. I am going to hire someone to take care of this for me but I have never used a help desk and am wondering what everyone thinks of using a help desk vs just plain old, log in and answer emails. I'm not even clear what a help desk even does. Is it just a slightly better email system? If so I feel like an autoresponder and good old gmail is all I really need. Or do these services include human labor? I know that personally, as a customer, if I have to log in and check FAQs first I can't stand it and I wondered if I was missing something Beyond that I'm wondering which companies people have used and can recommend. Any advice in this area will be appreciated. Thanks!
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03-04-2009, 08:42 PM	#2
YiKeS Apparently .. I`m A Troll Join Date: May 2007 Location: Queensland, Australia. Posts: 567 Blog Entries: 1 Thanks: 40 Thanked 29 Times in 27 Posts Contact Info	Re: To use a Help Desk or Not to Use a Help Desk G`day Johnny, sounds like you do need a proper support desk, forget trying to "organize" yourself with the wrong tool mate. I just installed a new support desk yesterday ... I highly recommend the one I use, it allows you to set up FAQ and also "canned responses" (so you don`t need to type out the same answer to the same Q`s all the time) If installing database and foolin` with techy installs aren`t your thing, PM me ... I can give you basic admin access to mine so you see how easy it is and offer my services on the installation to ... the script costs $67 but IMHO worth that and more. YiKeS
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03-05-2009, 02:11 AM	#3
samstephens DLGuard.com War Room Member Join Date: Nov 2004 Location: Central Coast, Australia Posts: 6,199 Thanks: 67 Thanked 257 Times in 117 Posts Social Networking	Re: To use a Help Desk or Not to Use a Help Desk I'm a big fan of helpdesks - it also helps you keep track of "project" details as well, so you don't need to go hunting through previous emails to remind you of the status of the current ticket. cheers Sam
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03-05-2009, 02:18 AM	#4
Mustafa Khundmiri HyperActive Warrior War Room Member Join Date: Nov 2007 Posts: 362 Thanks: 85 Thanked 142 Times in 49 Posts	Re: To use a Help Desk or Not to Use a Help Desk I would say "help desks" help you concentrate on growing your business rather than worry about issues that can eat up into you productivity. It still is your personal choice but then I'd always think about how to expand my business rather than banging my head on stuff that can be handled easily through a system.

03-05-2009, 08:51 AM	#5
radhika Senior Warrior Member War Room Member Join Date: Aug 2003 Location: Jamaica. Posts: 2,405 Blog Entries: 3 Thanks: 71 Thanked 135 Times in 109 Posts	Re: To use a Help Desk or Not to Use a Help Desk Cerberus helpdesk - free and excellent. But only problem is it is very robust software. You can manage different admins, different departments etc. Need little maintenance. Simple is 'Hesk helpdesk'. - free and simple. I see some warriors are using 3pillars helpdesk. You can easily manage support requests with helpdesk software. .
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03-09-2009, 10:22 PM	#6
Johnny O HyperActive Warrior War Room Member Join Date: Sep 2007 Location: , , USA. Posts: 286 Thanks: 0 Thanked 78 Times in 16 Posts	Re: To use a Help Desk or Not to Use a Help Desk Thanks, I'll give Hesk Help Desk a try. Simple is good.
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