Hosted Ruby on Rails Help Desk App?

Discussion in 'General Business' started by jbischke, Apr 13, 2008.

0
  1. #1
    I'm looking for a hosted help desk system that we can use to manage customer support issues. I've used LivePerson in the past and while it's good for managing incoming messages from users it's overkill for what we need. We're using Lighthouse now for bug tracking (love it! so much better than Fogbugz...) and while it's great for devs it's not really good for cs issues. Any suggestions here? Doesn't necessarily need to be RoR but given that a lot of people devving in RoR are adopting the 37 Sigs mentality of hosted services with simple functionality I'm guessing that might be our best bet.

    Any suggestions?
     
    jbischke, Apr 13, 2008 IP
  2. jbischke

    jbischke Guest

    Messages:
    73
    Likes Received:
    0
    Best Answers:
    0
    Trophy Points:
    0
    #2
    Let me clarify a bit more what we're looking for since I haven't gotten any responses:

    #1 - Hosted solution - Would prefer to not have to install anything on our servers.

    #2 - Central spot for all trouble tickets, customer service inquiries - What we want is a queue where when an incoming message comes in we can dump it into a queue. Then whoever is responsible for customer service that day can simply start at the top of the queue and move their way down.

    #3 - (optional) The ability to "email in" customer support issues - It would be awesome, although not essential, to be able to forward emails to a certain address and have them end up in the queue. We do this with Lighthouse App for bug tracking and it works great.

    Also, it would be great if this tool was easy to use since we'd like to spend minimal time training new users on it.

    Would love to hear any suggestions here. Thanks!
     
    jbischke, Apr 13, 2008 IP
  3. jbischke

    jbischke Guest

    Messages:
    73
    Likes Received:
    0
    Best Answers:
    0
    Trophy Points:
    0
    #3
    BTW, Zendesk is almost what we're looking for. Except it's still too complex and in order to support unlimited end-users (which we'll need to be able to do) you need pay a minimum of $99/month (ouch).

    http://zendesk.com/
     
    jbischke, Apr 13, 2008 IP
  4. itdevil

    itdevil Well-Known Member

    Messages:
    632
    Likes Received:
    17
    Best Answers:
    0
    Trophy Points:
    110
    #4
    itdevil, Apr 13, 2008 IP
  5. jbischke

    jbischke Guest

    Messages:
    73
    Likes Received:
    0
    Best Answers:
    0
    Trophy Points:
    0
    #5
    I looked at Kayako and it's close as well but still too complex. What I'm looking for is someone who's producing a Zendesk/Kayako-type app with the same mentality that the 37Signals use for Basecamp/Backpack/etc. We might try to use Basecamp but we really need to be able to email tickets in to the system and Basecamp doesn't allow for that.
     
    jbischke, Apr 14, 2008 IP