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mstyne

mstyne

Extreme Makeover: Support Manager

Some of you may be aware that we’ve been planning several updates (some might call it an ‘overhaul’) for the Support Manager. Since our improvements are for the most part still in the planning phase, this gives us an opportunity to pick the best and most desired features to develop.

The question is posed to you, dear Uberblog reader:

If there was one thing you could change or add to Support Manager to make your life easier, what would it be?

Since most of our new features come from client suggestions, we’d love to hear what you think! Don’t necessarily limit yourself to just ‘one’ idea, but do recall that we’re only human, and our development schedules are limited by the laws of time and space.

9 Comments

Aaron Phillips on March 13, 2007, said:

Hi:

My suggestion which I have shared in the past is ditch the current support manager and integrate in Kayako (an already popular help desk) being used by many of your clients. Kayako offers a long list of features, a nice User Interface, and ongoing updates that keep it in the forefront of HelpDesk Software Interfaces.

One of the main features we enjoy is the ability to add in our own custom modules, integration, fields, SLA’s, and web interfaces making it a perfect fit for us.

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Thomas Brenneke on March 13, 2007, said:

We would greatly appreciate some form of mechanism that would prevent duplicate responses to tickets (where multiple techs are working the same helpdesk).

There are features in existing bulletin board softwares that will notify the responder if changes have been made to the ticket while they had it opened.

Any form of preventive feature would be great, this is becoming more and more of a problem for our group.

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Joe Clarke on March 13, 2007, said:

I would like to see more options on the client end for priority other than normal or emergency. This would greatly help us determine which tickets need to be answered first.

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Thomas Brenneke on March 13, 2007, said:

Oh and it would be great to have metadata as an viewable option at the top of a clients ticket so that a click through on the client ID isn’t required to gather this information.

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mstyne on March 14, 2007, said:

Thomas,

Your suggestion regarding duplicate ticket responses is something we’ve already developed, and will be finding it’s way into Ubersmith Pro very soon. Your suggestion regarding metadata viewable within a ticket is an interesting one. I believe we had discussed similar features internally, and I think there was a similar suggestion at bugs.ubersmith.com.

Joe,

Having additional options for ticket priority on the client side is an interesting idea. I know other support interfaces have the ability for a client to determine a ticket’s initial priority, so that may definitely be something we want to include.

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jeff johnson on March 27, 2007, said:

hi…
my suggestion…

it would be nice if there was a way to notify other admins when posting a comment onto a client reply.
foe example, not client viewable… but directed to an admin user to get their attention or ask their help.

-jeff

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jeff johnson on April 9, 2007, said:

Hey guys… one more suggestion…
It sure would be nice if it was possible to re-associate (or re-assign) the ticket thread an email belongs to.
For example, lets say the client replies to your email from today but it’s completely unrelated to the previous dialogue in that ticket thread… and INSTEAD is related to another, completely separate ticket that is still open.
This happens to me all the time.

My clients just hit reply to the latest message from me and change the subject…
if it was possible to re-sort the ticket number ID I think that would help a lot.
Just a thought.

Thanks!
-Jeff

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Michelle on April 25, 2007, said:

Integration with some sort of FAQ and/or customer self-service. That way we don’t have to keep answering the same question over and over! :) Also, allow automation for when to close a ticket for a particular category. For example, I’d like to set my support tickets (not sales) to close in X amount of days. Often customers open tickets but do not respond to my last update. Also, I don’t think customers can close tickets. That should be fixed. More of a wish – set up a category for “Paid” support. It would be nice to associate a ticket with a price.

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JT on July 1, 2007, said:

Ability to have Multiple Support Users with unique usernames/passwords for each client would be nice. This way when we reply to the ticket the correct user gets the email notification. Now, it’s just one username/password per client so one person for the client gets spammed everytime.

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