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To use a Help Desk or Not to Use a Help Desk

by Johnny O
5 replies
Hey folks,

Question, my online business has taken off into a fantastic full time income only problem is I am absolutely swamped with email requests from customers. Currently I answer everything but it takes 2 - 4 hours a day and then some. I am going to hire someone to take care of this for me but I have never used a help desk and am wondering what everyone thinks of using a help desk vs just plain old, log in and answer emails.

I'm not even clear what a help desk even does. Is it just a slightly better email system? If so I feel like an autoresponder and good old gmail is all I really need. Or do these services include human labor?

I know that personally, as a customer, if I have to log in and check FAQs first I can't stand it and I wondered if I was missing something

Beyond that I'm wondering which companies people have used and can recommend.

Any advice in this area will be appreciated.

Thanks!
#desk
  • Profile picture of the author YiKeS
    G`day Johnny,

    sounds like you do need a proper support desk, forget
    trying to "organize" yourself with the wrong tool mate.

    I just installed a new support desk yesterday ... I
    highly recommend the one I use, it allows you to set
    up FAQ and also "canned responses" (so you don`t
    need to type out the same answer to the same Q`s
    all the time)

    If installing database and foolin` with techy installs
    aren`t your thing, PM me ... I can give you basic
    admin access to mine so you see how easy it is and
    offer my services on the installation to ... the script
    costs $67 but IMHO worth that and more.

    YiKeS
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  • Profile picture of the author samstephens
    I'm a big fan of helpdesks - it also helps you keep track of "project" details as well, so you don't need to go hunting through previous emails to remind you of the status of the current ticket.

    cheers
    Sam
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  • Profile picture of the author xohaibx
    I would say "help desks" help you concentrate on growing your business rather than worry about issues that can eat up into you productivity. It still is your personal choice but then I'd always think about how to expand my business rather than banging my head on stuff that can be handled easily through a system.
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    • Profile picture of the author radhika
      Cerberus helpdesk - free and excellent. But only problem is it is very robust software. You can manage different admins, different departments etc. Need little maintenance.

      Simple is 'Hesk helpdesk'. - free and simple.

      I see some warriors are using 3pillars helpdesk.

      You can easily manage support requests with helpdesk software.

      .
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  • Profile picture of the author Johnny O
    Thanks, I'll give Hesk Help Desk a try. Simple is good.
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