Email or Ticket?

[Q151]

Just wanted to see what has worked well for others....

For our SupremeWebServer brand, which was just re-launched, we are not sure whether to go the route of email support or ticket support (we'd like to pick just one). What are some thoughts on this? Which method would be better-suited to quick and easy replies to clients?

While one of our goals is, of course, to offer accurate support, we need to be super-fast in responding to inquiries, so take that into consideration when responding. I myself am just not sure which way to go.

Thanks guys! :)

[adakist]

I use tickets for my Adakist Web Hosting, and they seem to work very well.

It makes it very easy for us to keep track of the tickets, especially if you have several staff members answering tickets.

[wisehosting]

ticket with email piping - kills two birds with one stone :-)

[urlhost]

email to mobile for quick reply :shy:

[gate2vn]

It makes it very easy for us to keep track of the tickets, especially if you have several staff members answering tickets.
I am second :)

[urlhost]

thats like saying "pepsi or cola" :wave:

i say both

[Alex]

(we'd like to pick just one)

Ticket system and as someone suggested, email piping to your cell or other frequently viewed email for quick support.

[Q151]

Thanks, everyone, for your help! I think we will indeed be going the route of a ticket system for support.

[MK Hosting]

I to use ticket system with email piping as wise hosting said kills two birds with one stone

[ice]

yes both would be ok. it is also good to have a record of ALL tickets and answers on the web hosting admin control panel something like a mirror of all email correspondence. Also include names of tech support who replied and fixed the problem.

[franny]

Hi,

this is my first post, so please forgive me if I am in the wrong place or unknowingly break a rule.
My problem is this.
I have been selling herbal extracts from my site, recommending them for various ailments.
These are pure raw ingredients and I have no FDA product licenses.
I am based in the UK.
I have been using 2 checkout for 6 months and never had a problem. Until 14 days ago, when they told me they did not support my products and have withdrawn their services.

I am now unable to accept orders.
Please can someone offer me an alternative.
I have tried Paypal but sales plummeted, I presume clients do not want to open a paypal account.
Any help would be appreciated.
Thanks,
Franny

[Sir P]

registerfly.com have a awesome ticket system ...

You email them and it automatically creates a support ticket, replies with the reference and gets put into a ticket for staff. When staff or client updates the ticket the update gets emailed to both parties and its all viewable online.

I'b say that was must effective.

[d.clint]

I would recommend both ticket and email support as both have good response and many hosting companies prefer them.
Live chat and phone support have also resulted a good tool in the support field.

[JodoHost]

I suggest Ticket System, Live Chat & Phone support are the best tool to provide support.

[webbist]

I believe tickets are the best way to handle support - it provides better management of support issues and helps if you have a staff team. In our case, it also helps us to provide the support of our client's clients.

Live Support is the best method in my opinion. It allows you to have one on one interaction with the client, give them a sense of comfort, and also have them explain their issue more thourghly which leads to faster resolution times.

[etechdesigns]

I would say that email support for general communication is better way. And Ticket system is really nice for managing the technical issues to provide quality tech support to the customers. Yes, live chat and phone support are also good sources to provide support so as to reach customer need. :)

[Ambienthost]

This really depends on your company size and if you have a staff. For the most part I have found that ticket systems work much better as your company grows as it is simpler to manage and archive customers’ comments and questions. While at the same time it allows you to easily check up on any staff you have working the support angle. If you’re just starting out or have minimal questions asked by your clients, email is a quick and easy way to handle customer support.

[TATHOSTING]

Yeah tickets are the best.
I am currently using a live support program which allows users to chat to us direct and if we are offline they can use the ticket system if they wish automatically.

[hosterschill]

well considering most support desks email you the support ticket, if you pick support ticker your actually picking both..lol i'd say support ticket its alot more manageable and alot more clean.

[cyberhostuk]

Hey,

We currently have email piped to the support center (trouble ticket system) as it means a faster response to the customer (as all support techs can check it at any time) and it also gives us the ability to evaluate our support staff by monitoring response times and the content/ depth of their replies.

[ThinkSupport]

Email piping is a good idea but Ticket system is must to keep a track on the issues going.
Now a days having emails redirect to mobiles is a good option for some important alearts,but still for thousands of client support I will say Ticketing system.

[RACHEL@WR]

We have all the systems but people are prefer emailing. So for tracking every email and a good collabration you should use a email piping and ticket system like Kayako has.

[lelahosting]

tickets all the way

[RAMCS-ltd]

tickets all the way

OK...but a combo of email/tickets works best when the email gets piped.


"Just my two cents worth"

[Brushed-Red.COM]

Yes Yes, ticketing seems like the best way on tracking support requests. Plus, its easier if you want multiple people on ticketing support, at least for me it is.