Help Desk or Email or Both?

by 14 replies
16
Hey Warriors,

I am implementing a helpdesk on one of my websites.

For people who have Helpdesks.

Do you use only helpdesk or also email?

Cheers,
Mukul
#main internet marketing discussion forum #desk #email
  • Depends on your volume of emails. I say helpdesk if you are receiving too many emails a day.
  • My rep gets like 20 support emails (inquiry, support etc..)
    • [1] reply
  • I used Help Desk Software HESK - a free PHP help desk and it was free
  • Definitely Helpdesk, I don't like the idea of being bombarded by emails all the time for stupid questions
  • 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
    • [1] reply
    • 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
  • 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
  • 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
    • [1] reply
    • Agreed with senderbot. Helpdesk to much better. email is not good way for best customer support. Thanks
  • Big Mike had an interesting twist combining the 2, here:
    http://www.warriorforum.com/main-int...-its-free.html
    • [ 1 ] Thanks
    • [1] reply
    • 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

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  • For a high amount of feedback, get a helpdesk. Try the easy versions and see how that works for you.
    • [1] reply
    • Think it would depend on the business you are in too
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