I've been doing some research, but keep coming up blank. eSupport (Kayako) looks solid--as do several other help desks--but what I need is one that allows/provides for a points/credits system.

What I mean is, clients' support tickets can be assigned a certain number of points by the admin, and those points will be deducted from their account.

For example:

0 points for issues that are the host's fault (such as server outtages)
1 point for minor support issues (such as, "I forgot my password")
2 points for intermediate support issues (such as backup restoration)

...etc. Clients can refill their support accounts by buying more points, and the admin would then update their total available points.

Anyone know of a help desk that allows for something like this? Or anything similar?

That sure is an interesting idea, Frank, one that, prepared correctly and used with the correct market may well work.

I think the reason you haven't found a helpdesk of this nature, is for the simple fact, your idea is unique (or at least to me it is, I certainly haven't heard of something like this before). I think your best, albeit more expensive, would be to have this custom made.

Hi Jamie,

Thanks--I'm finding it to be unique as well, which would be great if I wanted to develop such a product, but the fact is it wouldn't be very cost-effective to create such a thing from scratch, just for my own use. I already have a number of products and services that we are marketing, and I don't have the inclination to develop a help desk on top of it all.

Desks like Kayako appear to have all that I need--with the exception of the points system described above.

I was hoping there might be a way to customize one of the existing help desks to work with this concept, if a ready-made solution wasn't apparent.

I think you're right though, Jamie; this concept has merit amongst the industry, particularly among providers not providing free support (such as myself).