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ThemeBeans says

Using a mini KB and Desk ticketing system. It’s worked wonders really. Keeps things nice and simple on our end, though we do get a couple of repeat questions (in which case there’s a KB article made for it).

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LiveMesh says

Using a mini KB and Desk ticketing system. It’s worked wonders really. Keeps things nice and simple on our end, though we do get a couple of repeat questions (in which case there’s a KB article made for it).

ThemeBeans – how do you ensure that the person opening the ticket actually has made the purchase? I checked your support system but could not find anything that suggests that you are verifying the purchase.

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george-olaru says

ThemeBeans – how do you ensure that the person opening the ticket actually has made the purchase? I checked your support system but could not find anything that suggests that you are verifying the purchase.

From our experience it’s not worth the effort, for both us and the client, to check every time if he’s actually made the purchase. We have trust that he’s a fair person and 99% he really is.

That’s why, as ThemeBeans, we prefer a dedicated HelpDesk in favour of a system integrated with the Envato API (which are pretty far from a solution as Desk, Freshdesk or Zendesk).

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hogash says

I’m so surprised so many people use ticketing systems. I was really convinced 90% uses support forums. This really encourages me to take my decision, thanks!!

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ThemesDepot says

I’ve been using bbpress for quite some time and it’s been really good to setup with the all the envato verifications plugins available.

My support forum has been up for something like 8-9 months. During these months i’haven’t had many difficulties in handling the topics. Every now and then, however, there are users who join in other people’s topic as it should be since it’s a forum, and start answering each other. Most of the times these messages are just questions from other buyers, meaning they do not answer the opener of the topic, but they just seek support in other people’s topics, this makes hard following certain topics where there are many people asking different questions. I must admit that sometimes i’ve seen other buyers helping each other or asking questions or for example i’ve seen few times buyers reaching a paid agreement and developing certain features/customizations themselves. It is nice to see buyers helping each other but it’s a very rare thing.

I’ve now decided to switch to ZenDesk, i’ve been testing Zendesk, Freshdesk and HelpScout for 1-2 months now.

HelpScout: it’s really easy to use, it’s just basic emails, with the ability to create custom apps, i’ve created a custom app that connects to my WP site and verifies the user purchase, works fine to verify the customer. It also comes with a Knowledge Base for an extra 25$, if you wish to have custom apps you have to pay 15$ a month. In the end its 25+15=40$/month.

FreshDesk-Zendesk: They are almost the same in terms of features, they both come with KB(articles), tickets and communities. They both allow you to have custom apps like HelpScout that you can use to interact with your WP site.

The reason i’m choosing Zendesk over Freshdesk and HelpScout, is the pricing and the features you receive. You get more with Zendesk.

In the end, all my customers, register to my WP site, using SSO i can restrict access to the tickets only to verified buyers, together with a custom APP i can also get details of the purchase/license.

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ericjt says

What about OsTicket integrated into WP using Key4ce bridge plugin. Anybody try that? I’m going to test it out tomorrow. Both are free. OsTicket looks pretty thorough.

http://osticket.com/ https://wordpress.org/plugins/key4ce-osticket-bridge/
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pixedelic says

I’ve been using BBPress for a while, developed a login that checked the purchase code, cached the requests etc… now, since Envato has provided the search field for the comment section, I think I’m the only Elite author who uses no other tools than ThemeForest to provide support :D I’m alone, no colleagues or support staff, so…:

PROs:
  • no need to integrate any registration form that checks the purchase code etc.
  • if the server is down, it is down for everyone
  • already said, at last it also has got a search form
  • it’s free
  • private posts available too… via email, of course :-)

Am I the only one? Maybe it is the less professional way and maybe I won’t ever be a successful entrepreneur, but since I’m not a power elite author like hogash or Dream-Theme, at the moment that solution seems enough for my (very small) business.

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Pirenko says

@ Pixedelic – we are on the same boat. Probably answering via Themeforest comments is only possible until you reach a substantial ammount of sales, but it has a big advantage: people who are interested in a product will check the comments to see if it behaves well and also the response time. This is important when they making their decision about a purchase.
In my case this is great and brings extra sales, because people usually love the support that I provide. Also, you can combine this system with a knowledge base: if you have the same question multiple times just create a small article about it or record a small video tutorial. At this moment, I would not change this system for anything ;)

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pixedelic says

Probably answering via Themeforest comments is only possible until you reach a substantial ammount of sales, but it has a big advantage: people who are interested in a product will check the comments to see if it behaves well and also the response time. This is important when they making their decision about a purchase.

Totally agree with you. And… do comment have a role in the new “excitement measures” introduced by Envato? :D

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vitaliy50 says

Zendesk, Freshdesk and HelpScout are all good in their own way, however I find them a bit on the pricey side for what they offer.

You’ve forgot about UserVoice – they come with a free plan and are also quite competitive. Although I must add – one help desk doesn’t fit all.

If you are looking for more customer feedback, I would take a look at Helprace. They have a feedback community that’s integrated into the admin panel, so support agents can work on tickets and participate in community discussions at the same time.

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