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kengreer
Posts: 48
From: Los Altos Hills CA USA
Status: offline
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Helpdesk /e-mail support suggestion - 5/1/2003 19:28:19
I' m beginning to get overloaded trying to organize my support e-mails. Does anyone have a suggestion for systems to use for managing an ever growing volume of support e-mails?
I am leery of using web based systems - it may be too much of a burden for my non-techie clientele. Unless of course there' s a really simple one out there.
Thanks folks!
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Andy from Spain
Posts: 922
From: Ipswich
Status: offline
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RE: Helpdesk /e-mail support suggestion - 5/3/2003 17:14:05
Hi
I' ve looked into this quite a lot and tried out various methods and utilities and what I' ve found to work well is a bog standard support forum, working hard on the " community feel" like at Outfront - you soon build up a knowledge base of recurring questions, if your product / service is good you gain great feedback and others will join in to help out. Using a Live Help option / email will answer the one person and drain resources, a forum will help many - and maybe once it gets established be a benefit to sales (and possibly as a spin off, useful Search engine fodder).
Emails will still come in but if you set a time frame each day to clear them out, you' re still offering good support whilst giving people time to maybe come up with the solution themselves.
Cheers
Andy
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Ecommerce software | Website templates
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rurbaniak
Posts: 263
From: USA
Status: offline
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RE: Helpdesk /e-mail support suggestion - 5/3/2003 20:46:11
I' m using OneorZero Help Desk. It' s a FREE PHP helpdesk, that is easy to setup, and easy to use. It also lets you setup a Knowledge base.
You can see mine in action here: http://www.revolutionsolutions.net/helpdesk
Feel free to create a ticket, just let me know in the ticket your testing. ;)
You can download the helpdesk here: http://helpdesk.oneorzero.com/
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tiamo5756
Posts: 1
Joined: 5/7/2003
Status: offline
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RE: Helpdesk /e-mail support suggestion - 5/7/2003 16:23:46
I really like liberum. it uses as asp model that does auto-login (for NT domain) which helps the users.
Totally open source and fits the bill.
http://www.liberum.org/
< Message edited by tiamo5756 -- 5/7/2003 4:28 PM >
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Webmaid
Posts: 14
From: Germany
Status: offline
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RE: Helpdesk /e-mail support suggestion - 5/8/2003 4:59:28
If you don' t like any web-based solution, what about Nelson Email Organizer? This is an add-on for MS Outlook and sorts your email very comfortable (by date, correspondent, bulk mail, status, attachment ...).
NEO is shareware. The full version cost 39.95 USD. I use it for a long time now and I can recommend it (I am not an affiliate partner, though).
http://www.emailorganizer.com/
Have also a look at the section " Quick Tips" > How I Use NEO > I use NEO for product support
_____________________________
" What' s Eeyore talking about?" Piglet whispered to Pooh. " I don' t know," said Pooh rather dolefully.
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Jim McShane
Posts: 48
Joined: 8/13/2002
Status: offline
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RE: Helpdesk /e-mail support suggestion - 5/8/2003 23:30:50
what e-mail client are you users using?
because what i did with our support e-mails ... used a form to gather information and used a drop down select box (5 category choices) and set that category form field (1 of 5 choices) to be the e-mail subject that way you can at least get a sort through e-mail easier in outlook and organize into folder etc.
are you using CDONTS or jmail to send mail?
say you want to better organize e-mail and give certain users certain support questions or you want to organize them better throgh outlook or whatever e-mail client?
just create different support e-mail addresses and based on the subject (category) ...in your support form ... use if then statements to send to appropriate suppors e-mail addresses. that way you can add these new e-mail adresses to your users accounts or configure you e-mail client software to store in seperate folders...
i hope this helped!!!
-jim
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