Was looking at the Perl Desk demo and I saw they had set up e-mail piping for sales@ and other non "support" addresses. Does anyone use a help desk to manage their sales and other e-mail? Does it make it easier, harder, do your clients prefer it?

go for kayako

FYI,

As far as I know, PerlDesk is a one man show too. From what I've seen, Kayako wins over PerlDesk hands down, and Varun (the Kayako guy) has been pretty darn responsive via forums and e-mail -- not that Kayako has any major problems that I've seen, but it's nice that he is around.

Originally posted by ndxb
Well I use the support desk from kayako web solutions - and made the mistake of piping all email addresses - including sales! IMO, just use it for support - its most useful for that - clients like it. But doing it for sales and other accounts is overkill and --sometimes a right turnoff!

I am personally prob gonna go with perl desk - Kayako has very slow customer service and they are taking for ever to unpipe my emails :angry: Also seems like its a one man show to me. Good product, but whats a product without the service eh?

Also what I plan to do is setup our support email with SMS as well so that every time we get a support request, certain members of our staff get an SMS on their cell phone - useful if you are very mobile...

Nitin, As I was out of office during the weekend we were unable to remove the emails from your system as requested. Please remember that installation setup is a one time service (In your case it was completed in 2 business days by Geoffrey) and once a paid installation is done for a client we cannot continue to support it (As in remove/add emails, upgrade the system etc) but as per your request Geoffrey removed the piped emails yesterday from your system.

Kayako is a small company with Hiren managing all sales emails, Yaso does domestic marketing (For Indian clients) and I carry out the support and development work. Geoffrey from Cheetaweb does all paid installations/upgrades for our clients.

Regards,

Varun Shoor

Originally posted by daveman
Was looking at the Perl Desk demo and I saw they had set up e-mail piping for sales@ and other non "support" addresses. Does anyone use a help desk to manage their sales and other e-mail? Does it make it easier, harder, do your clients prefer it?

Back to the thread topic...

Yeah, we pipe other addresses in there. It makes handling these messages so much easier. I couldn't imagine going back to just pulling the messages down, etc. if even only for sales and support. I found it a lot harder to keep organized, and clients have a ticket number to reference if they have a recurring issue.

-David

Originally posted by thedavid
Back to the thread topic...

Yeah, we pipe other addresses in there. It makes handling these messages so much easier. I couldn't imagine going back to just pulling the messages down, etc. if even only for sales and support. I found it a lot harder to keep organized, and clients have a ticket number to reference if they have a recurring issue.

-David
Thanks for the reply.

Those were my thoughts, just easier to keep track of what's what. My one concern is the ticket number could make it seem a little less personal but if it helps track the problem or inquiry it seems worth it.

varun - just a big misunderstanding - lets get a fresh start :D