Help Desk or Email or Both?

André Silverspoon 15 years ago

Helpdesk Pilot allows you to manage your support services more efficiently, treating each and every incoming request as a unique, traceable ticket.

Collate support requests sent in via email, through the web or over the phone into a feature rich help desk solution that both empowers your support agents and reassures your end-users of quick, efficient and quality support.
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Mukul Verma

15 years ago

I used Help Desk Software HESK - a free PHP help desk and it was free

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Mister Bryan

15 years ago

Definitely Helpdesk, I don't like the idea of being bombarded by emails all the time for stupid questions

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Andrew_Wardle

15 years ago

I use Hesk as well. It is a very good script and makes managing your support much easier.

Just make sure you have the question as well as the CAPTCHA on the customer's page, otherwise the bots will spam the hell out of you. The CAPTCHA is so easy to read it is fundamentally useless.

Andrew

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Mukul Verma

15 years ago

Originally Posted by Andrew_Wardle

I use Hesk as well. It is a very good script and makes managing your support much easier.

Just make sure you have the question as well as the CAPTCHA on the customer's page, otherwise the bots will spam the hell out of you. The CAPTCHA is so easy to read it is fundamentally useless.

Andrew

Andrew, it has a captcha, would I be OK with that? or what would I need to do?

I have my customer service rep trained to answer every question.

Cheers,
Mukul

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Steve Ranger

15 years ago

If you're using outsourcers for customer support (which I know you do) then you should be running some sort of help desk software already.

The free one that comes with cPanel is awesome. It's great for keeping an eye on who has answered the most tickets, reading there replies, and it supports quickly dropping in templates that can have answers to all you're most popular questions.

A life saver.. well... time saver at least

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senderbot

15 years ago

Hi,

I used to use email but I would get people getting mad because the email I sent had ended up in their junk folder and they were assuming I hadnt replied. After a few times of this I installed the OS Ticket system that is free with Fantastico with my host.

This has worked great and I would definately recommend it. I have had no complaints about no replies since.

Cheers

Max

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humancoder

14 years ago

Originally Posted by senderbot

Hi,

I used to use email but I would get people getting mad because the email I sent had ended up in their junk folder and they were assuming I hadnt replied. After a few times of this I installed the OS Ticket system that is free with Fantastico with my host.

This has worked great and I would definately recommend it. I have had no complaints about no replies since.

Cheers

Max

Agreed with senderbot. Helpdesk to much better. email is not good way for best customer support. Thanks

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Lloyd Buchinski

15 years ago

Big Mike had an interesting twist combining the 2, here:
http://www.warriorforum.com/main-int...-its-free.html

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Scott Voss 14 years ago

Lloyd,
I know I thanked you directly on your post, but that is some tremendous information you pointed to.

This is something I didn't see when Big Mike posted it and I am very grateful for you to bring it back to the forefront!!

Thanks again,
Scott Voss

Originally Posted by Lloyd Buchinski

Big Mike had an interesting twist combining the 2, here:
http://www.warriorforum.com/main-int...-its-free.html
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bertuseng

14 years ago

For a high amount of feedback, get a helpdesk. Try the easy versions and see how that works for you.

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Andy Smith 14 years ago

Think it would depend on the business you are in too
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