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Suggestions for help desk software which includes billing ability?

by erichammer
6 replies
Looking for help desk software which can live on my hosting service with the following features:

Knowledge base
Ability to handle tickets
Ability to bill customers monthly/yearly for support services on different tiers
Ability to do chat/skype (not required, but I'd like to be able to do it)
Open source (ideally, but if it's reasonably priced, that's fine too. I just don't have thousands of dollars to spend on a full blown program right now).

Thank you in advance for any and all suggestions.

Eric
#ability #billing #desk #includes #software #suggestions
  • Profile picture of the author DianaHeuser
    Eric,

    I am using osTicket for my helpdesk which is open source. There are additions out there that support paypal integration but I have not used them.

    The version I am using is free but from my research you might have to pay for the PayPal integration.

    Di
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    • Profile picture of the author Jeff Henshaw
      I have used a number of HelpDesk scripts over the years, some free and some paid (the paid scripts that I used were always the low cost scripts) each have their own pros and cons. None are ever exactly what one wants, but they get the job done.

      Recently I have purchased the VIP HelpDesk script, which is reputed to be very good and able to handle the turnover of queries experienced by a large Internet based or other business. I have not tried it out yet, but it was offered at a substancial discount when I bought it recently from Simon Hodgkinson.

      As to this requirement:-

      Ability to bill customers monthly/yearly for support services on different tiers
      I have never seen that as a feature in any of the software that I have used. After all - it's supposed to be a help desk. The feature may be available in some scripts, or, as an add on, you may have to create your own 'front end' to differentiate between paid and non-paid help seekers.

      Just my thoughts,
      Jeff.
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      • Profile picture of the author RonnyRaygun
        I'm pretty sure WHM has that sort of functionality. Integrated helpdesk + billing.

        I'm not sure if the billing is integrated into the ticket.
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  • Profile picture of the author erichammer
    Thanks for the suggestions folks. I think I found something which will do the job. It's not exactly what I want, but it is a Wordpress plugin and it does allow you to hide the ability to submit tickets from customers who haven't purchased a specific product, which I'm guessing means that I should be able to set it up to sell a support subscription. The software is available from: Wordpress eCommerce Plugin.

    The reason I was asking is that I am starting a website creation business and don't want to be on the hook for lifetime support calls when some customer five years down the line screws something up and asks me to help them fix the problem. I had been talking with a friend yesterday and she suggested offering a yearly subscription for full support, including fixing the website after a problem occurs, which I think is a good idea. However, I then realized I'd need a support system which would allow me to sell subscriptions. The one above is integrated with their shopping cart and allows you to hide support from people who haven't bought a specific product yet.

    The alternative was to do this manually, where I offer subscriptions and then need to check the support request against the subscription database.

    I do plan to set up a forum where all customers can ask questions and get community support with me dropping by occasionally to answer questions and update the FAQ though...
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  • Profile picture of the author jonnymonny
    You need a good helpdesk tool. For that you should check for the good functionality and the better customized tool.
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  • Profile picture of the author kennytan
    You may try on WHMCS or BoxBilling.

    Both of them are great for helpdesk + Billing functionality.

    Try to check out BoxBilling as the price is much lower than WHMCS and they offer a free version with some limitation.
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