Podcast: Play in new window | Download
Its always interesting when you start to see a product appear more and more on people’s websites. One example of that is every time I join an affiliate program I see idevaffiliate. Last podcast we talked about Rapid Action Secrets, and I went to check it out. When I tried to make it through the very lengthy sales letter I found ” something less complex than Butterfly Marketing – but more flexible than 7 Dollar Secrets.” In a nutshell is 200 bucks as well. But I did see their link to support and when I clicked on it the familiar interface came up. So I checked out what they are using and I was not surprised when it was Three Pillars Help Desk. It seems everyone is using this software.
It combine a help desk ticketing system where people can check on the status of their ticket. It also has very flexible administration options Give different people password protected access to different categories and different levels of your help desk. You decide who can read and respond to which help tickets. You decide who can change system configurations. You decide which drop-down “One-Touch Responses” each admin can use or edit. You decide which admins can add template responses to which category, who can add to your FAQ, etc.
A single click will add any support ticket to the knowledge base as a Frequently Asked Question. As soon as you notice a question is coming in a lot over a short period of time, a single click will make it instantly available for all your customers. This is pretty powerful.
If you want to use the system for multiple products, you can have multiple signatures in the system. Each ticket can be assigned to a product or service, as well as the obvious different levels of priority.
If you are tired of filling up your email, you can use a desktop alert system to alert you when a new ticket has been created.
While I’ve never used it, (I use Ticket Desk Pro which was $67 – my review) I do like the feature of being able to add a question to the FAQ (and a pretty good search feature in the FAQ) with a few clicks.
