Hot answers tagged helpdesk
Go to the Facebook Help Center Click on "Help Discussions" on the left sidebar. It should be the third link. Then click on the topic that you want to ask a question about and then the subtopic. Only then, you'll find an option to ask a new question.
Two options which I think are very interesting are made by Fog Creek and Atlassian: FogBugz is an issue tracker that you can use for customer service and for software development, it's all about how you set it up. There's a wiki built right in as well as other features that would match your knowledge base system. This is free to use for up to 2 people. ...
I recently saw this come up in my Google Reader. It might be exactly what you're looking for - an issue management system (I personally use Zendesk and it's pretty slick) + knowledge base (MindTouch, an open source company) in one. http://www.zendesk.com/blog/love-your-knowledge-base-with-zendesk-mindtouch
Have a look at Gemini. The guys at Countersoft have gone all out with the latest version and I can highly recommend it. It's free for up to 3 users and has a comprehensive REST api you can interface with. It's also highly flexible and configurable so you can structure your projects easily to include only the stuff that's relevant to your project(s).
You might want to look at: getsatisfaction.com - has SSO (called Fastpass) and APIs Atlassian JIRA - has SSO through Atlassian's Crowd product, and various other options, plus APIs getsatisfaction is quite end-user oriented, while JIRA is more of a developer's bug tracker.
I would add a custom field to each request named Customer requester, or something similar, and populate it with the email address of the requester when there was one. Then before a release, you could run a report to CSV of all of the tickets fixed in that release and select all of the tickets with non-empty Customer requester fields, and use that as input ...
You could have a look at Beetil service managment. Beetil is more than just a help desk as is based on the ITIL frame work. So it covers of things like; incident and problem management, change and release management, knowledge base and more. If you are not familiar with the ITIL framework you may want to have a look at these frequently asked questions about ...
Take a look at Zendesk. While it offers some complex rules and customization, it provides both a simple web interface and email processing. One of the reasons we chose it was to help serve non-technical customers who struggled with other solutions. Edit: only noticed the suggestions in the cited question, not that the question asker already mentioned ...
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