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  Post #1 (permalink)   07-14-2006, 05:23 AM
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Just wanted to see what has worked well for others....

For our SupremeWebServer brand, which was just re-launched, we are not sure whether to go the route of email support or ticket support (we'd like to pick just one). What are some thoughts on this? Which method would be better-suited to quick and easy replies to clients?

While one of our goals is, of course, to offer accurate support, we need to be super-fast in responding to inquiries, so take that into consideration when responding. I myself am just not sure which way to go.

Thanks guys!
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  Post #2 (permalink)   07-14-2006, 09:31 PM
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Well, we prefer ticket support.
 
 
 


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  Post #3 (permalink)   07-14-2006, 11:24 PM
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Tickets will prove to be the more organised method. I'd go for it.

Besides, I believe most ticket systems will be able to autogenerate a ticket (and an autoresponse) for each support email that you receive.
 
 
 


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  Post #4 (permalink)   07-15-2006, 05:33 AM
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If you have a decent help desk it will include email piping so you have the best of both worlds.
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  Post #5 (permalink)   07-15-2006, 07:33 AM
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Quote:
Originally Posted by ldcdc
Tickets will prove to be the more organised method. I'd go for it.
Me too I agree with ticket system as best option.
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  Post #6 (permalink)   07-15-2006, 12:18 PM
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Tickets are definitely more oganized, and if you have more than one person checking and responding to emails, its almost a necessity that you use some sort of ticket system to avoid confusion with responses.
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  Post #7 (permalink)   07-22-2006, 02:16 PM
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Ticket support all the way. Email to me is just not reliable enough if you get a few thousand emails a day one could get lost.
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  Post #8 (permalink)   07-24-2006, 10:20 AM
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Yes, the good thing about tickets is helpdesks can be trained to reply with canned responses and remove spam etc, emails can't really do that (apart from the spam). There are a lot of good helpdesks out there, and some very reasonable and excellent quality if you know where to look. Auracle is a great application, I'll not link to it to keep within forum rules, but do a search for Auracle Support Engine and you'll find it easily. I currently use Intellodesk and Cerberus which are both great for what I use them for. Cerberus is a handy helpdesk, it's powerful and feature rich, but a bit expensive for new companies to invest in as licenses can't be sold by users cheaper etc.. Intellodesk is a cheaper option and much more basic, but again, it does what you need it to do and the pricing for addons is reasonable too. I'm sure most desks come with free options, which might fit your needs, and they don't usually restrict features, just staff numbers and ticket numbers.
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  Post #9 (permalink)   07-25-2006, 09:49 AM
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I believe tickets are the best way to handle support - it provides better management of support issues and helps if you have a staff team. Tickets with email piping is another good solution.
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  Post #10 (permalink)   07-29-2006, 08:59 PM
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I do ticket support for companies, and have done both over the years. Email just becomes a pain, tickets are a bit more "in your face" since most helpdesks allow you to sort in order of age and priority.
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  Post #11 (permalink)   07-30-2006, 01:44 PM
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Unless you are starting up a one-man-shop, tickets are definitely the way to go...
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  Post #12 (permalink)   08-02-2006, 11:39 AM
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I do both.. but I would lean more towards ticket support
 
 
 


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  Post #13 (permalink)   08-02-2006, 11:52 AM
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Quote:
Originally Posted by Juon
Just wanted to see what has worked well for others....

For our SupremeWebServer brand, which was just re-launched, we are not sure whether to go the route of email support or ticket support (we'd like to pick just one). What are some thoughts on this? Which method would be better-suited to quick and easy replies to clients?

While one of our goals is, of course, to offer accurate support, we need to be super-fast in responding to inquiries, so take that into consideration when responding. I myself am just not sure which way to go.

Thanks guys!
Few clients email any more than that ticket. Mostly to to organization and SPAM. If its a ticket system you'll never loose an important issue in spam.
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  Post #14 (permalink)   08-15-2006, 07:32 AM
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Ticket system is really better and easy for managing the technical issues to provide quality tech support to the customers.
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  Post #15 (permalink)   08-26-2006, 06:16 PM
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I personally think that tickets is the best way to go. But I still have an email account that is piped to the support ticket system. This way if somebody does send an email, a ticket is created automatically. Give me what I want and the customer has a little extra feature.
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