Online E ticket System?

[Punched]

Hi Everyone,

I've been getting a lot of enquires and emails for products i sell after i've sold them (support based) and i was wondering if there was a free online e ticket system that anyone could recommend.

Reasons for this would be that i can get someone else to help me here as opposed to me doing everything myself.

Also it would be better for the customer to see and go back previous replies, Would be better with a knowledge base as well.

Trying to keep everything as cheap as i can for my customers, i don't really want to pay, as i would have to bump prices up as a result.

I would also prefer a system which i can install on my own server as opposed to being hosted elsewhere.

All comments and recommendations welcomed

Thanks :biggrin:

[openmind]

I know this solution isnt free but then there is also nothing out there to beat it: www.kayako.net

Ive used it for a number of years for the hosting business and it will do everything you need plus more...

[Punched]

Originally Posted by openmind

I know this solution isnt free but then there is also nothing out there to beat it: www.kayako.net

Ive used it for a number of years for the hosting business and it will do everything you need plus more...

Thanks Phil,

i've looked at paid stuff before and whilst its great for larger sites with regular support queries, i feel its a bit much to pay for when you only get one or two product related queries each month.

I've been on theose free script sites where you have free ones but i don't trust them as i had a mega problem with spam last time i downloaded a script.

I just wanted to take it to the next level as opposed to doing everything via email myself, I've bookmarked the kayako site to use if i can't find a free decent one. :wink:

[Indizine]

Why do you need a ticket system at all with only a couple of issues per month?

[Punched]

because i can let someone else deal with them in a more professional manner, I'm not always available in the office, mainly in the workshop, so i can't always deal with issues as they arrise, This way i can assign certain people to reply to any customer queries.

Sometimes it also involves complated issues which its better for both parties if they could access them via a support site as opposed to waiting for me to reply via email.

Its not so much problems and issues but more pre and post sales advice and queries, You wouldn't believe the amount of time i need to answer the phone when i'm trying to program a CNC machine, Everyone just wants to speak with me and ask me simple questions, which can probably be better served via a support ticket system.

That way i know everyones been dealt with and we have a copy of the Questions and answers given etc..

Doing some googling earlier and i found a great setup offered by E-Ticket ,

Its free!! which is great whilst i'm getting this set up, and its really easy to install and configure http://www.eticketsupport.com/

Its got quite a lot of features as you can see http://www.eticketsupport.com/features.html

Just going to try this one out for a while, if i see that we need a paid version then i would probably go for the one that Phil recommended

but for now, its nice to try a system without commiting to any long term plans

This is mine, and it took me less than an hour to set up http://www.puncheddecking.co.uk/support/

[Indizine]

But you can do that without a ticket system if it's such low volume. Just use a dedicated email address and give that to whoever is going to look after things for you. You can always set it up so you get a copy email so you can keep tabs on the incoming enquiries and their repsonses. But yes, although costing more, a proper system would always be better, like anything in life you usually get what you pay for.

Apart from the above though, im a little confused (but I am blonde!) because your first post said you get lots of enquiries then your second posts says just 1-2 per month and thats why Kayako woiuld seem expensive, then your third post says we wouldnt believe how many calls you get to answer simple enquiries.

So people can be specific in advising you, roughly how many enquiries are you getting per month which you want another person to deal with?

[Punched]

My enquiries are mainly pre sales and post sales, Out of all the calls i get regarding those two (about 10-15 daily), probably 1 or 2 would require my personal attention. (thats what i meant - sorry for the confusion!)

The idea with a Ticket Support System is, its better to use such a system with other people involved so that they will be able to reply and basically do everything a ticket system should. Its more professional to do it this way as opposed to emails etc, otherwise why do people use support tickets.

I have a couple of Knowledgable staff members which could quite happily answer bog standard requests and even transfering tickets direct to me when they don't know the answer. This would take a massive workload off me, as i don't really just sit in the office all day drinking coffee.:wink:

I could just set up a support email and take it from their but a ticket system sounds a bit for professional and even better since its FREE.
Also having a support ticket system running would cut back on some of the emails i get and the time spent in their replies.

And Sandra, Don't worry about being blonde, your still a beauty whatever colour your hair :001_tongue:

[NRGTechnology]

Kayako would be a good choice if you are looking to pay but for a free simple ticket system use http://osticket.com/

[Punched]

Originally Posted by NRGTechnology

Kayako would be a good choice if you are looking to pay but for a free simple ticket system use http://osticket.com/

Thanks,

That Osticket is the same as http://www.eticketsupport.com/

They wrote the original open source code, and other people just copy it as their own.

I've got mine working fine today and i'm well chuffed

[andybarr]

This is the best you will find http://www.cerberusweb.com/community_edition and it's free.

I've used the pro version of this for years to process hundred thousand plus emails. Very reliable.