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Hosting Discussion > Operating a Web Hosting Business > Customer Service and Support Issues > Which contact support system would you prefer?
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View Poll Results: Which contact support do you prefer?
Direct Email 16 34.04%
Live Chat 16 34.04%
Ticket System 35 74.47%
Forum 11 23.40%
Phone 11 23.40%
Multiple Choice Poll. Voters: 47. You may not vote on this poll


  Post #1 (permalink)   09-18-2005, 02:43 PM
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Which contact support system would you prefer? Whether your a host or a client or a MOD, I'd like to hear your opinion and a vote. I prefer just plan direct email, as I find it easy and I would not have to deal with logging in and out of Trouble Tickets or anything eles to that matter.

> Direct Email
> Live Chat
> Ticket System
> Forum
> Phone
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  Post #2 (permalink)   09-18-2005, 03:07 PM
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Forum, Direct Email, Trouble Ticket for myself.
I think sometimes Live Chat and Phone Support tends to push staff over the edge.

Ticket System would be number 1 because you don't have to logout and loginto email addresses, and you can monitor everything at once.

  Post #3 (permalink)   09-29-2005, 12:25 AM
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I like helpdesk tickets myself. I find it very easy to have just one person responding to an issue at any given time, as well, any error messages can easily be copy/pasted.
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  Post #4 (permalink)   10-02-2005, 04:58 PM
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Ticket System

is so much better, i would nerver use a forum for support
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  Post #5 (permalink)   10-03-2005, 03:31 AM
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Better if you have more then 1 support system in place..

1. For Regular issues.
2. For urgent issues.

But a cost vs benefit analysis is better, before you implement any support system.

I did vote for 1, sine I can't choose all
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  Post #6 (permalink)   10-12-2005, 09:00 PM
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I voted as a customer would vote: Forums, Email, Chat

  Post #7 (permalink)   10-27-2005, 10:24 AM
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I voted for Ticket system and Direct Email.
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  Post #8 (permalink)   10-27-2005, 09:41 PM
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I voted for Forum, Email, Ticket system for myself

  Post #9 (permalink)   10-29-2005, 07:29 PM
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Phone. Practically all out clients telephone rather than use any "online" method - even email !
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  Post #10 (permalink)   11-05-2005, 05:31 AM
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For web hosting Live Chat and Ticket System is a good combination. If very urgent client can use direct email.
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  Post #11 (permalink)   11-06-2005, 09:48 PM
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A ticket system keeps things clean and organized.
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  Post #12 (permalink)   11-09-2005, 06:50 PM
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Personally having as many options available is the best in general. You have to maintain all avenues open to maintain a good support system. None of them alone will be as efficient as all of them together if you have enough man power. If you do not have the man power however, then the ticket system would do.

  Post #13 (permalink)   11-25-2005, 12:49 PM
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Ticket System is the best
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  Post #14 (permalink)   11-28-2005, 12:16 PM
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I myself prefer direct mail. Because through a mail you can concentrate and fix the issue in a better manner

  Post #15 (permalink)   11-28-2005, 07:12 PM
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Ticketing system with pipe email.
But got to do something about spam emails creating tickets.
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