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I've been looking for an online helpdesk application to help manage support of one of my sites. I'm looking for a reasonably cheap hosted solution that is simple to use and just allows users to send an email to a set address and for it to be logged. I've looked at Zendesk, which looks good, but was wondering if there are any alternatives anyone can recommend? |
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How about Fogbugz, which has both hosted and server versions http://www.fogcreek.com/fogbugz/IntrotoOnDemand.html It costs $25 per user, but is free for startups of two users or less. Fogbugz can point to several email accounts, and capture/filter incoming messages into cases. Fogbugz has wiki and discussion forums available for public use by your customers, but imo the the case management tools in Fogbugz are its strong point. |
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CodeSmith Insight is a help desk software with advanced application integration. It can handle your emails and user feedback, as well as your applications error and crash reports. Everything is in one place and you can reply to an error report just as easily as you can reply to an email. |
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HelpSpot is worth looking into. Pricing is pretty reasonable, and the self-hosted version can be run on vanilla PHP/MySQL webhosts. |
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We are using VisionProject as a helpdesk. I know this is used by quite a few companies, and think that you will be happy using it. Since it also has a few other modules, such as Project Management, you can benefit of combining the development of the site with the support of the users. |
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You should take a look at CodeSmith Insight. It offers email collaboration and powerful searching of ALL data. We use it internally. It has been a great FogBugz replacement, exception handling, support & Sales, as well as website feedback via our integrated client. |
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I have personally used Kayako and Cerberus before and they both should provide the kind of functionality that you are looking for. Kayako is a paid application, but Cerberus is free for small organisations (allows up to 3 users without a license). |
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No idea if it's any good, but perhaps DevZing-hosted Bugzilla? |
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We are also using VisionProject. I think the system is really good for us and I must also say that the support we are given from the company is worth mentioning. They are always alert and really helpful. |
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AJ HelpDesk SAAS is a web-based helpdesk software with robust Ticket Support. It provides an opportunity for experiencing the effective Live Chat services Support.It covers customer support, ticket system and online help depends on your business needs. AJ Helpdesk SAAS is an economic, easy to use and useful tool for the growth of all type of business.AJ Helpdesk SAAS is providing the lifetime free trail.So, Set up your helpdesk system with AJ Helpdesk SAAS. |
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Suprised no-one has mentioned kayako. This is used by a lot of people, and although it elicits grumbles from some of our staff, we've found nothing better. |
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I think your original idea of Zendesk is the best shot - easy to use and zero maintenace as the main reasons I say so. They also recently announced a pretty integration with MindTouch, connecting your knowledge base or help docs directly with the Zendesk portal, plus I believe they're still offering a free user account for a Zendesk customer. marketing copy here: http://www.mindtouch.com/add-ons/zendesk |
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I've personally used Help Scout, Zendesk and Desk.com all of which are very good. Help Scout is great if you need email only and is a lot cheaper. Zendesk and Desk provide a lot more features if you need knowledge base management and have a more complex support setup. |
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