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What support options do you like to see...
As a user of commercial software?
I know a lot of users like to see a forum, but how about a feedback portal integrated with the helpdesk?
Do you take the time to read relevant KB articles?
Do you prefer to telephone/email someone directly?
Does the look of the helpdesk matter to you?
I'm considering support options for Billr, but it's proving a headache as Billr is managed by the same WHMCS as VirtIO (to save time billing), but I'm expecting Billr to grow quite significantly, whereas I have no intention to grow VirtIO really, so Billr will likely need a proper helpdesk solution whereas I'll probably just keep giving VirtIO customers my email address to email me directly (I think it's nice and personal - there aren't many customers).
But then there's the problem of redirecting users to the correct support method for their product, and some users may have hosting at VirtIO and a copy of Billr, and get confused. So maybe I should try and manage multiple brands with the helpdesk, or even stick to WHMCS's helpdesk so it's all integrated.
To add to my confusion, the earliness of my VBulletin beta is bothering me slightly - I like the software but there are some major bugs, so a more reliable "idea" system could replace it, but I've seen some posts on Uservoice where users got frustrated not seeing a proper forum, and of course building a community aids loyalty.
Comments
Forums are useless if they are not active. I would not use a forum as a support option personally but others may.
True, but generally software manufacturers' forums are quite busy. It's usually hosts' forums that are dead :P
@jhadley this is a good read on the subject: http://www.joelonsoftware.com/articles/BuildingCommunitieswithSo.html
Do you take the time to read relevant KB articles?
Do you prefer to telephone/email someone directly?
Does the look of the helpdesk matter to you?
No mailing list option?
Announcements
Security related emails
etc etc
Security related emails
etc etc
That will be another concern. Just looked at DeskPRO which is what I'm leaning towards and it doesn't seem to support them.
Thanks, reading now.
Decent FAQ like this: https://answers.stripe.com/
And community chat like this: https://answers.stripe.com/chat
Stripe nails it pretty well.
Nice FAQ platform, I wonder, did they code it themselves ? Really nice, I want it...
How about using something similiar OSQA or Q2A as FAQ platform ? I think it gonna be a good helpdesk if included.
OSQA is quite techy which I think a lot of my users won't be. Have provisionally decided on Zendesk though I'm a bit confused what I'm paying so much for... Nonetheless, Zendesk does incorporate a good FAQ platform and my designer can make it look as nice as Stripe.
What about Kayako? It does integrate with WHMCS too..
The integration costs $150 though, and I don't think Kayako is really the leading helpdesk any more.
Do you mean $150 on top of the license fee? I thought all the WHMCS modules needed were included... it's been a while since I last used Kayako.
As far as I'm aware, V3 had nice integration which was free. V4 has no integration but there is an external module which is an extra charge.
Both ArticDesk and Sirporty integrate with WHMCS based on their features list:
http://www.arcticdesk.com/
http://sirportly.com/
Not so keen
This one looks good. Checking it out now, thanks!
Would appreciate hearing why
Hi Jay
Absolutely nothing wrong with it, but it does look and feel very similar to WHMCS's own helpdesk. So much so in my opinion that it defeats the point of having a third party helpdesk for a WHMCS user.