Does anyoen know where I can get a support ticketing system?

read the other forums :)

i have got the freeware one you could get from why.sigh.org till they closed.

You can get WebSupport. It is back online at:

http://why.sigh.org/websupport.html

It was down for a bit, but now has a support forum as well.

Hope this helps

Cool i was wondering when he was going to re-open his site.

I also hate people who steal other peoples scripts and try to resell them for a profit.

go to cgi-resources.com they have tons of the best ticket systems

I would highly recommend WonderDesk ( http://www.wonderdesk.com ) for a support ticketing solution. I use it for my customers and is very nice because its all manageable over the web. I can dial in from my laptop and answer customer support messages while on the go so it definitely helps me.

I honestly didn't shop around much before I found WonderDesk because I knew the competitions systems were pretty expensive. It's perfect for web hosting companies to use but it really can be used for any site.

As always shop around and see if you like any others better. HelpDesks.com lists a bunch of help desk systems under the Comparison Chart.

So far I've only had first hand experience with WonderDesk ($500) and RightNow Web ($19,500) and both are very good. I just didn't like the idea of paying $19,500 every two years for a help desk.. It may be practical for some but it wasn't for me.

Good luck.

Technics,

The author of the script is a female, so I suppose you should call her "she" right? :D

Originally posted by Todd Ebersviller
So far I've only had first hand experience with WonderDesk ($500) and RightNow Web ($19,500) and both are very good. I just didn't like the idea of paying $19,500 every two years for a help desk. It may be practical for some but it wasn't for me.

$19,500 every two years??? Who considers that practical? Reminds me of an old saying: "A thing is worth what a fool wants to pay".

alchiba,

I know I didn't consider it practical and thats why I said I choose Wonderdesk over RightNow Web. I do however believe that FutureQuest uses RightNow Web and I heard that it is a good product but for $19,500 every two years it better be.

I honestly couldn't give you all the specs of RightNow Web but if you have the money to spare take a look at their site: http://www.rightnowtech.com

Personally I just use WonderDesk SQL which costs $1,500 but they have a non-SQL version for $500. It supports a heavy load and in my opinion is the best product out there for the price. Their site: http://www.wonderdesk.com

The only thing with WonderDesk is there is no email to web feature yet. It is being programmed though so when a customer emails support@yourcompany.com it will go to the help desk. I talked to James (the programmer) and he says it is a feature they will be adding soon though. Other then that I think its perfect.

The only thing with WonderDesk is there is no email to web feature yet. This is one of the main reasons we chose not to use it. There is no way we could justify web based only support. Too many of the site owners need the freedom of sending email from anywhere and cannot be required to visit the web page to send a request. If we did not require it and used a web based only program then we would be defeating the purpose as we would still have many emails in multiple locations. This is fine if the email is light, but when you begin receiving an enormous amount of email it does not help.

RightNow web does in fact provide *many* more features than just a ticketing system. I have not kept up with all of the changes WonderDesk has made to date but last I checked they are still doing a great job and for the price it's certainly worth it. They do not provide as much as the larger systems yet. If they do go that route their prices will undoubtably increase as well.

The key is where your needs are... Many companies use RightNow because of the many features it provides and the lower price (hard to swallow that last part I know). I've looked at so many help desks its pathetic. For the ones that are actually comparable to RightNow the price tag goes up to over $30,000/yr -- Again it simply depends on your size and requirements.

RightNow seems to be quickly raising their prices however. Personally, as happy as I am with the program, I do not think we could justify $19,500 either...it wasn't up that high when we purchased our license thank goodness they have a grandfathering plan. Once it gets into the $20k/year range the options open up and I personally believe there are much better systems to choose from. For under a a couple of grand WonderDesk seems to be a great choice. Once your needs are beyond that which WonderDesk and comparible programs provide, plan on spending the money or paying a couple of programmers to build it in-house. As support needs rise and you have more and more clients/staff, total solutions are a very big deal. In the end they save money and time.... lots of it.

Deb