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Tag Archives: support desk

Support Desk Reminder

The reason I’ve posted this reminder is because when I checked my email yesterday, I’ve had 3 people who are clearly frustrated because it seems I’m not answering their emails.

In fact, I’ve answered all of them, including all 4 of Catherine’s (if you’re reading this), so don’t think I’m ignoring you.  Email gets checked twice a week now, with my goal for it to be once a week, but the support desk gets checked several times a day.

The problem is, as I’ve said before, even though I have both domain keys and SPF records in place to authenticate my email (and I also use AuthSMTP on some accounts), ISPs insist on filtering a lot of what they consider to be business email.  From their point of view, they supply internet services to home users and therefore will only allow “home usage” email to be delivered.

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What The Spammers Have Done To YOU…

You must have had at least one of those conversations where someone says to you “didn’t you get my email?”

Or maybe you’ve had an angry email from a customer saying something like “SECOND REQUEST: Why haven’t you answered my email?!?” and when you check, you find you have answered it, and several days ago too.

Well, it never got there thanks to their ISP spam filters.

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The eBay Slap and Ticket Desk Pro

With all this hoo-ha about eBay restricting ebook sales, there’s one thing for sure.  You’re going to have to become more professional.

There’s no room any more to behave like a small time ebook seller.  You have to both educate yourself, and surround yourself with the right tools to do the job.

That’s why I’ve been posting here on my blog ways of how you can do both.

One of the things that you’re going to need is a support desk.

Trust me.  It doesn’t matter what size your business is now, you’re going to need some help desk software eventually.

Here’s a fantastic deal for you.

Get $97 worth of full featured support desk software for under $20, but only if you’re quick.

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Ticket Desk Pro - All Issues Answered

All those people who registered their purchase and confirmed their email address will be rewarded in at least two ways.

1) All buyers of my last nickel sale will always receive plenty of warning about my next one, and will also get the link to the sales page at least two hours before anyone else.  (The next one is for the Nickel Script itself.)

2) When the official TDP site goes live in 2-3 weeks time, you’ll receive your details by email.

If you didn’t register, then, oh well at least you got this first version at a good price.  If you want later versions then as you’re not registered you’ll have to pay full price for them.

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Ticket Desk Pro - Nickel Sale Woes

I suspect that something has gone wrong with the nickel script, which is also one of mine.  We’ve been doing a few changes to it in the last few days, and then checking the results in our favourite browser which is FireFox.  As it already worked in IE, I think we must have had a blind spot, and didn’t bother checking to see if it still looked okay in IE.

I’ve just written to my developer to see if he knows why it might be broken and I’m waiting to hear back from him.

Anyone that sent me a message either via PM, email, my blog, my blog contact form, or my help desk (or any other method I’ve forgotten to include here) to say they saw the price was at $n.nn but couldn’t buy will get it at that price.

That’s not an invitation to make a price up and email me now.

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Ticket Desk Pro - Pre-Launch Nickel Sale Today

The price starts at $5.02, and my guess is if you’re quick you’ll get it for under $10.

Even if you pay $20 for it, it’s still a bargain over the official launch price of $47, and even more so over the final price of $97.

You’ll get an email about it later today, and where you can get your copy.

Probably the best thing for you to do if you aren’t already, is subscribe to this blog notification list by going to the home page, and near the top right entering your name and email address and clicking the button.

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Ticket Desk Pro - A Slight Technical Hitch

At the last moment, I’ve spotted a problem which needs fixing before I can start the nickel sale.  As I don’t know how long it’s going to take to fix and test, I have no choice but to put the pre-launch back yet another couple of days until Thursday 27th.

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Ticket Desk Pro - Pre-Launch Nickel Sale Tomorrow

What can I say about Ticket Desk Pro?

In the 3 weeks or so that I’ve been using it, it’s already saved me a LOT of time, and time IS money.

I’m just kicking myself I didn’t use a help desk last year.  Instead I used email to do all my support, and that’s a BIG mistake for any online business.

Why?

Well with email, they just don’t make it through as well as they used to.  You’ve probably noticed yourself an increase on the amount of emails that don’t get through to your customers, friends and family.

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Ticket Desk Pro - When?  How Much?

I’ve been using my new support desk software recently to handle all my support issues.  It’s made my life so much easier, and has actually allowed me to give better service to my customers.

One of the big deals for me when handling support by email was all those people who used email clients that threw away the previous messages.  What a painful experience that is.

So every time I received an email reply to a support problem from a customer, I had to go digging through other emails to find out what we’d been discussing.

If you’ve ever had to go through this yourself, you’ll know exactly what I’m talking about.  It’s an incredible time waster.

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The Truth About Ticket Desk Pro

Three of the more noticeable things that we did was to:-

#1 - Add in extra filters to the open tickets.  This is an incredible time saver over the original script.  Now you can also select by “Awaiting Admin Response” to show you only the open tickets that are awaiting an answer from you.

This is a godsend when your support desk becomes busy.  I really don’t know if I could have kept my sanity without this one feature alone.  It was well worth all the testing and tweaking we went through to get it working correctly.

#2 - Allow the linking of multiple users to a department, and multiple departments to a user.  The old script took an “all or one” approach, you could either be responsible for all departments or one of them, but nothing in between.

Ticket Desk Pro now allows you to select and allocate multiple departments to a user, which is very useful if there’s some parts of your support system you don’t want everyone to have access to.

#3 - Add in Standard Responses.  Hallelujah!

You can now create a standard response, which when answering a ticket can be selected from a drop down and added to your answer just by clicking the “Add” button.

So you can either create complete answers to the same question, or create snippets of standard responses and add each one in turn to an open ticket until you’ve built a complete answer to the ticket.

I can’t even begin to tell you how useful this is.  If I lost this one feature, I’d probably want to use a different script, it’s that good.

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