Here's how we're currently managing support requests:

We have two shared IMAP mailboxes, support -at- modwest.com and info -at- modwest.com. All of us have access to check them. The IMAP 'answered' flag is global, so when anybody answers a mail, everyone sees it as answered, whether it's read and answered in Pine, Mozilla Mail, or Outlook.

This has been working fine for us for a couple years. We're handling 400-600 messages a month this way, and I don't think we've ever dropped the ball and left anyone hanging.

But, we're growing fast (125+ signups every month and accelerating), and I can forsee the day when this will get tough to manage. So, we're considering a ticketing system of some kind.

I'd be interested to hear challenges/benefits related to the conversion from email to ticketing, recommendations for specific packages (PHP/MySQL), and any other suggestions.

I use phpsupportdesk right now. Why did i choose them, because they were the best for the dollar at the time. Plus they provide very quick updates if need be and it is always being developed. Not saying it is the only route, but it was my route.

Downside- closed source software, you cant modify the source code.

Up side to ticket system:

1. It puts all your clients into one area.
2. You can see a progression of the problem and what was replied previous to you getting the ticket. I found that in emails, prior responses got cut out etc...
3. You have the customers server, domain, name, email address right in front of you without having to look it up.
4. You can right notes to other techs within the tickets without the customer knowing to help work out a problem or to stop the "this tech said this..." but in reality they didnt.
5. Provides a mass email list for support or announcements
6. Provides a simple average response time...that can vary or be taken light heartedly.
7. Idealy it should all be incorporated into one system, support billing etc...pretty hard to get one package but it is getting better.

Is to get a ticket system which supports email as well...and automatically records the email. That way, your customers will have a seamless adjustment period.

There are several very popular ticket systems including Ticketsmith (free from Ubersmith/Voxel), Perldesk (free), PHPSupportDesk, and Deskpro as well as others. Although the free ones actually work quite well, I still see Deskpro and some of the other more expensive choices as having additional functionality and advantages.

We have 5000+ customers and get about 30 support tickets per day. PerlDesk is free and works perfectly for us.

--Tina

Only 30, thats less than i imagined.

Originally posted by SplashHost.com
Only 30, thats less than i imagined.


We used to get ALOT more than that...when we first started out. The trick is to have very user-friendly and extensive FAQs and make the documentation very easy to find and easy to understand.

I frequently look at how other hosts do things and I am constantly amazed when I see one small page of very basic FAQs. If they would take the time to figure out which questions are being asked over and over...they could add them to the FAQ and seriously cut down on support issues.

Also, make the documentation easy to find. We have three links to the FAQs in the control panel (which, by itself has instructions posted)...and, on our HelpDesk, it says "Make sure to check the FAQ before submitting a HelpDesk ticket" and its linked on our main menu as well.

--Tina

Originally posted by AffordableHost
If they would take the time to figure out which questions are being asked over and over...they could add them to the FAQHmm... you mean, add the most frequently asked questions to the FAQ? How... creative! :)

And how true. Lots of times, too, when you read a host's FAQ pages you find stuff that just know aren't asked all that frequently, at least any more. Instead of taking the time to figure out the questions and answers that apply to their systems and their clientele, too many just copy what they see elsewhere.

The most practical approach is to use the FAQ as it's intended: as a place to answer the questions asked most frequently (the most obvious advice is often the most useful).

Anyone have any experience allowing users to add FAQ annotations like in the online PHP and MySQL manuals?

I would be a bit nervous about letting users add stuff to the FAQ, unless it was proofed by tech support first.

--Tina

Just a quick post, Perl Desk is awesome (www.perldesk.com) and you can have it check an email address (or addresses) and enter the email into the ticket system.. Works good for us ;)

Originally posted by MattS
Just a quick post, Perl Desk is awesome (www.pearldesk.com) and you can have it check an email address (or addresses) and enter the email into the ticket system.. Works good for us ;)

I wouldn't recommend their latest version. It's buggy (support tickets tend to disappear). I'm using v1.02 and it works great.

Is to get a ticket system which supports email as well...and automatically records the email. That way, your customers will have a seamless adjustment period.

It does that, too.

Originally posted by MattS
Just a quick post, Perl Desk is awesome (www.pearldesk.com) and you can have it check an email address (or addresses) and enter the email into the ticket system.. Works good for us ;)

Do you mean www.perldesk.com (http://www.perldesk.com/) ?

Yes, www.perldesk.com, sorry about that. The one thing I can't get to work-maybe it's the way it is-but get different email addresses to go into different departments. I know how to do that part, but how do you get it to check the email address(s)? I have a script but it only will check one address and I tried adding it again for another and no good. Just thought I'd see if anyone knows since we're talking about Perl Desk

Originally posted by JayC
Hmm... you mean, add the most frequently asked questions to the FAQ? How... creative! :)

Some of the other helpdesk systems will do this for you upon closing a ticket. The proactive approach always works best. :)

Tina's talking about knowledge-management for self-help, and that's definitely the way to go.

Originally posted by jstanden

Originally posted by JayC
Hmm... you mean, add the most frequently asked questions to the FAQ? How... creative! Tina's talking about knowledge-management for self-help, and that's definitely the way to go. Yes it is. I was making a play on the fact that it's called a "FAQ" for a reason. I wasn't really that surprised that anyone had thought of it!

Liberum Help Desk is very good for you NT users. It's Open Source and quite powerful. Notifies by email of trouble tickets and much more.

http://liberum.org

Liberum Help Desk vs. Perl Desk? Anyone??

Originally posted by jstanden


Some of the other helpdesk systems will do this for you upon closing a ticket. The proactive approach always works best. :)

Tina's talking about knowledge-management for self-help, and that's definitely the way to go.

Perldesk allows that - at least in the 1.5 version we use. When answering a ticket, just check a box to add to the Knowledge Base, and your set. Comes in real handy when you get the same question the third or fourth time, and you are sick of answering it. :-)

Take care,

Brian

I heard they have some bugs in 1.5, is that true?

Originally posted by MattS
I heard they have some bugs in 1.5, is that true?

That maybe so, but we haven't run across any yet. (Crossing fingers.) All in all, its pretty damn good for free software. I have no complaints.

Take care,

Brian

Alright, they let you cuss on here? haha, Thanks.

Hi!
I wonder why nobody suggested ticketsmith.
It is a real practical and cool solution... :)

We have modified the code bit for our needs and it really works well for us. We were at one time developing a helpdesk software similar to perldesk and wonderdesk but we still feel that ticketsmith is the coolest... :)

It's easy and nice to use. It only lacks a statistics section...

Have a great day

Regards
Amar