Support Desk

Pat Jackson · 03-16-2009, 11:18 AM

Hey guys,

For those of you who have your own support desks.. I have a quick question.

When I look at sites with support desks installed, for example, Brad Callen's site, it gives you a drop down menu so you can select what your question is about.

It works fine for them as all their software/products are within the same field but if you have multiple products in completely unrelated niches wouldn't it look kind of unprofessional if the drop down menu read, "Acne cure", "Dog Training", "Weight Loss"?

I guess what I'm asking is, how do you manage all of your support within different niches? It makes sense to have all your support at the one place but I can't see how it would work with the above scenario.

Cheers

thinkrich · 03-16-2009, 11:28 AM

Some support desks allow the visitor to choose a Department, then a sub-department from a different menu, so that the support staff (usually the site owner) know exactly what the visitor is pointing to.

Here is an example of a good one of these
Help Desk

As long as you are able to address the issue, then there is not really a problem.

jacktackett · 03-16-2009, 12:47 PM

I use osticket on several websites - I would recommend having one for each niche. They're not hard to set up, and if you ever sell/change niches - that support site goes with it. Since osticket is free and runs most places, heck I even got it installed at GoDaddy!, I'd recommend thinking about that. You can still have all the internal emails go to one account, but this way each niche can have its own branded support site.
just a thought.
best,
--Jack
ps if you have some questions on installing it just drop me a PM.

Pat Jackson · 03-16-2009, 01:16 PM

Hmm, I'm not sure about Osticket.

I really like the look of Kayako..

I don't need one yet, but I'm just planning in advance. I would love to hear how some others deal with this..

Pat Jackson · 03-17-2009, 05:26 PM

I'm just bumping this in hope of some more responses..

Cheers

03-16-2009, 11:18 AM	#1
Pat Jackson Senior Warrior Member War Room Member Join Date: Jan 2009 Location: Melbourne, Australia Posts: 1,385 Thanks: 650 Thanked 192 Times in 130 Posts	Support Desk Hey guys, For those of you who have your own support desks.. I have a quick question. When I look at sites with support desks installed, for example, Brad Callen's site, it gives you a drop down menu so you can select what your question is about. It works fine for them as all their software/products are within the same field but if you have multiple products in completely unrelated niches wouldn't it look kind of unprofessional if the drop down menu read, "Acne cure", "Dog Training", "Weight Loss"? I guess what I'm asking is, how do you manage all of your support within different niches? It makes sense to have all your support at the one place but I can't see how it would work with the above scenario. Cheers

03-16-2009, 11:28 AM	#2
thinkrich HyperActive Warrior War Room Member Join Date: Aug 2007 Location: , , Australia. Posts: 111 Thanks: 10 Thanked 12 Times in 11 Posts Contact Info	Re: Support Desk Some support desks allow the visitor to choose a Department, then a sub-department from a different menu, so that the support staff (usually the site owner) know exactly what the visitor is pointing to. Here is an example of a good one of these Help Desk As long as you are able to address the issue, then there is not really a problem.
	"If we did all the things that we were capable of, we would literally astonish ourselves" Thomas Edison "Astonish yourself - start today!" << Me :)

03-16-2009, 12:47 PM	#3
jacktackett Socrates: I drank What? War Room Member Join Date: May 2007 Location: Cary,NC , USA. Posts: 1,378 Blog Entries: 1 Thanks: 778 Thanked 450 Times in 253 Posts Social Networking Contact Info	Re: Support Desk I use osticket on several websites - I would recommend having one for each niche. They're not hard to set up, and if you ever sell/change niches - that support site goes with it. Since osticket is free and runs most places, heck I even got it installed at GoDaddy!, I'd recommend thinking about that. You can still have all the internal emails go to one account, but this way each niche can have its own branded support site. just a thought. best, --Jack ps if you have some questions on installing it just drop me a PM.
	Mega Monster WSO for KimW http://ow.ly/4JdHm Help Keep Ken Strong! http://goo.gl/Q0c99 4th Annual Warrior Event! March,2012

03-16-2009, 01:16 PM	#4
Pat Jackson Senior Warrior Member War Room Member Join Date: Jan 2009 Location: Melbourne, Australia Posts: 1,385 Thanks: 650 Thanked 192 Times in 130 Posts	Re: Support Desk Hmm, I'm not sure about Osticket. I really like the look of Kayako.. I don't need one yet, but I'm just planning in advance. I would love to hear how some others deal with this..

03-17-2009, 05:26 PM	#5
Pat Jackson Senior Warrior Member War Room Member Join Date: Jan 2009 Location: Melbourne, Australia Posts: 1,385 Thanks: 650 Thanked 192 Times in 130 Posts	Re: Support Desk I'm just bumping this in hope of some more responses.. Cheers