We own and operate several in-house e-commerce sites. We need to find a really good support ticket system that allows use on multiple websites without having to purchase more licenses. Most of the most popular packages seem to be limited to only 1 domain per license. What would you recommend?
Your own customized solution. We've done it for numerous companies, including our own, and it works great.
I would recommend the following support ticket services/software: http://www.deskpro.com/ http://www.kayako.com/ http://www.cerberusweb.com
intellodesk by avidmedia offers you additional domains licensing from $10, you can get an old license in 50-60$. I see he gives a $49 pricing time by time to make his software popular, regular price is quite high.
Have a chat with Varun from Kayako about a multidomain discount and go for their software, it's the best I've seen so far.
I've just come across some very inexpensive help desk software which is mentioned on my blog http://www.hostingdiary.com/2007/04/helpdesk_softwa.html Andrew
The best help desk software I ever saw is at Qualiteam website. It looks like ERP-solution frontend and they do not sell it (afaik). Did anyone saw so rich in features solutions?
Hi, It's quite simple and most efficient to make a custom program for your business, that way you never have to worry about licensing, or customization since it was made for you. Mike
Kayako is great, no doubt about it, but it is not what the OP need. He owns ecommerce sites, not information marketing (ebook) sites, most ecommerce customers are not accustomed to going to another site for customer support. So I recommend you Mayanetwork to go with the integrated solution, preferably those that combine your live help and the help desk. Yes it is going to be little more expensive, but its way worth it. Start with 1 of your domains (the most profitable one), try the system out, and see if you should use it for your other sites too.
Kayako will do just fine, it can be installed on the same website as the main application, just under a different directory. Beware though that you have to read their server requirements to make sure you'll be able to install and run Kayako's esupport suite. Cause you might be facing issues related to webhost limitations. I suggest you check their support forums for installation details.
We use Live person contact center for ticket support. Most cost effective as it integrates: Ticket Support, Knowledgebase, Live chat and Live Call in one package and we use it for several domains using profiles - so all you need is a single lisence for that everything!
Would anyone have a rough/general idea of how many man-hours it would take a good developer to develop a custom support ticket system? I'm only looking for general numbers, nothing specific.
We've tried using OSTicket on our sites but we cannot get it to function correctly. We want the user to simply reply to the ticket emails and then their message is added to their ticket automatically. Nothing we try seems to get this to work. So the customers end up emailing us and then we're forced to manually enter their email to their ticket. Anyone had this issue or know how to fix it?
It really depends on how many features your are planning to implement in terms of man hours. I'm guessing anywhere from 20 - 40 hours. But on the plus side you may be able to find a developer who can complete this for you at a flat right provided you can supply all your requirements up front so there are no big surprises. The feature you're talking about (adding to the db via email) is called email piping and any developer (provided your host supports it) can build that right into the software.