We have tried many different options for making it so that anyone involved in the business could see all conversations with clients when they have support queries. I think we may have found the best product for us – Help Scout – a dedicated help desk! After 11 years in business, we have found a way that all of those involved with providing support to our website and hosting clients can see all communications with the client and can even add notes to each ticket.
A customer e-mails a dedicated e-mail address and this sets up a ticket. The ticket, along with the conversation, is e-mailed to the client and to our e-mail address. This allows all participants to respond directly to the ticket by replying to the e-mail. ¬†This updates the ticket on the control panel for Help Scout. The ticket can be accessed by all support staff by logging onto the site. The ticket and all communications relating to the ticket (e-mail replies and notes as well) are able to be fully viewed. Not only does it help with ensuring all staff are able to help customers, but it can be easy to match ticket numbers to time sheets.
Tickets can also be assigned to particular staff members who may be better equipped to help with that particular client.
There is one major drawback of Help Scout, though, and that is that there doesn’t appear to be any app that can be used so in order to be able to use the full functionality of the product, you need to log directly onto the website. Apart from that, we have found it to be extremely helpful.
Have you used Help Scout or another dedicated help desk? ¬†Leave us a comment below and let us know what you like and don’t like about it.