Looking for a good Support Desk

I used to use one but shut it down because of spam.

Now I just use a gmail account which forwards all support into a 'support', folder in my main gmail account. You can set up canned responses in gmail which means answering common questions with one click. Plus I don't have to log into anywhere else, its all within my other main gmail which is the hub of my online communication, almost.

Gmail keeps all replies to the same person threaded which is handy, and if you want to outsource support, you can just give them access to the support gmail address and you'll still be able to check on things from your main gmail hub.

Hi,

For my help desk I use osTicket. It's open source software, easy to install and use. Plus it's free. osTicket:: Open Source Support Ticket System - not my site or affiliated with etc. Just a happy user.

Hope this helps
Chris W

I use somthing called Three Pillars Helpdesk, it also has a desktop module that alerts you (in a tray icon) if you get any support tickets

the pillars is good. easy to implement and works smoothly. Im working on one myself which will be much simpler, better looking, ability to create custom templates and cheaper than any competition out there.... will launch it in the wso section... but theres time for tht....

im not trying to advertise or anything.. but yes, three pillars is your best choice now.

Only one I use is Hesk. Updated recently and now looks even better. Loads of functions including canned responses, knowledge base etc etc

Best of all, it's completely free.

Jeff

Help Desk Software, Customer Service Software, Live Chat Software is brilliant - it's not free though. I do think osTicket is highly rated as has been mentioned.

I also use OS Ticket.

If your webhost comes with the Fantastico application manager, use this to install OS Ticket easily in a couple of clicks. I know that this works with both HostGator and BlueHost.

I think OSTicket is strangely overlooked. I'm glad to see it recommended here. If there's some hidden potential downside to OSTicket that I'm in the dark about, it certainly hasn't been an issue for me.

I have been using it for some time now and find it quite easy to customize, simple to configure and use, and it's a one click install in Fantastico inside CPanel on all my hosting accounts (and probably all of yours too).

I can set up a new domain, plop OSTicket into a /support directory and configure it in a matter of a few minutes, once. Perfect.

Granted, I have really simple support requirements - mostly just easy creation and tracking of tickets. I don't have monsterous knowledgebases to contend with, I don't have large spikes in support traffic often... and overall, my needs are quite unremarkable. But so are most Internet Marketers' needs.

Another thing that bears mentioning is that every time I respond like this in a thread about OSTicket, I inevitably get some PM's down the line from thankful fellow warriors who tell me how it was exactly what they've been looking for.

If this is YOU... reading this NOW... You're welcome, soon.

Happy Easter,

Brian

I too recommend osTicket.

I think the reason its overlooked now is that development stopped on it for a long time - picked up in a separate open source project called eTicket, and then things picked up again with osTicket.

I also would recommend downloading the latest version and installing/upgrading - its pretty simple. I even got the thing installed on my el cheapo GoDaddy account.

The admin panel will allow you to set things like when emails are sent - including if no one on your support team answers a new ticket within a specified time frame. You can also customize the look and feel of the UI and also the text of the various emails that are sent.

There's now an active community supporting the product too. I asked a question last Thursday morning and had an answer within 2 hours.

Highly recommended.

--Jack

Does osTicket have an option to have a knowledge base?

Thanks,

RJ

I use one called Main Support.

Sample.

Maian Support v1.3

I have also started to use LiveZilla which has also been working well.

Q

Kayako is the one I settled on after trying a bunch of them.

Ticketing, knowledge base and live chat were my main requirements.

Cheers,

Neil

Hi,
You could try OSTicket - its free and fairly simple

The same applies to Kayako.

Cheers,

Neil

I also use OSticket. If you can afford it or have the need for it, I've heard kayako is excellent.

Solomon Huey

My favorite is the same one used by Allen on this forum

http://ThreePillarsHelpDesk.com

I started using this helpdesk myself 2 years ago, and
liked it so much that I bought the company

Willie

Hi

I have used helpdeskconnect for about 3 years and they are fantastic. It costs about $20 a month but is very user friendly, preset anwers etc.

Cheers Alan

Check out cerberusweb.com help desk.

Another vote Trellis Desk, leaves everything else mentioned above in in the dust, and it's free. I don't want to let the secret out, but since it's for other Warriors it's OK.