Support Ticket System Idea

[interactive]

Well I've been thinking this over for a while, and I really want to hear what you guys think about it. Hopefully around April, I'll have my control panel functional (got to fix the installer, somehow kills the rpm db but thats another story). Bundled with my panel comes a support ticket system that syncs with the panel itself. I'm thinking about offering a service where a hosting company can pay say $19.99 a month for 100 tickets (just a rough guess, need to crunch the numbers). I'll pay a few trustworthy techs to answer tickets. They'll obviously wont be able to solve like Account problems or what not. Hosting companies/users who pay for this service, will have to setup the ticket system to sync with my main website where my techs will be (this is real easy). Just wanted to get your thoughts on this. I obviously wont make much money at all, but it will get people to purchase my software. How much do you think are reasonable rates to charge?

[Chicken]

Well, I think you need to figure out how much it will cost you to provide such a service, then work from there.

[interactive]

I talked to a few techs and they would be willing to do it for around $0.35 if I could guarantee a certain number of tickets (which would be no problem). This is my idea for a price:
$19.99 monthly fee/includes 40 tickets (wouldn't make any money which I'm fine with, just enough to cover transactions fees)/$0.75 per overage
$29.99 monthly fee/includes 65 tickets (again make very little profit)/$0.60 per overage

That includes what I figure to be the cost of the tech answering the ticket along with the CC fees. What do you think?

[RH4U]

Thats interesting.. I think that would be a pretty good idea, if it caught on you could be looking at something very popular.

[interactive]

Well in about a month or so hopefully it will. Aiming for May 1st for complete launch.

[Operator]

I too will be looking forward for your new control panel ;)

[David]

Price the control panel reasonablly and make an Ensim convertor and I bet you would get a bunch of users.

[interactive]

<snip> If you want more info PM me, don't want to get flamed for advertising.

[Operator]

Hello Mr. Norton,
Do you think you can pm me some screen shots? :)

[interactive]

I'm actually working on a demo (well getting access to it for you all). Wil lbe probably sometime this week. Right now I'm on my laptop which only has MsPaint, you wouldn't want BMP screenshots would you? My other pc is getting worked on right now (fixing raid), I'll get to it tonight (or atleast try).

[Operator]

BMP will do :). I have no patience when it comes to control panels :)

IE - HostGUI

[interactive]

Just took some screen shots, size is 10mb's. I'll upload tomarrow (jpg's) and show you.

[Chicken]

Probably best to contact him off-board as to specific questions, requests, etc. Thread was a bit grey to start with, but now seems like it would have been better of in the ad forums.

[interactive]

Sorry Chicken. I'll edit posts if it's a big deal :-(

[interactive]

Originally posted by interactive:

<snip> If you want more info PM me, don't want to get flamed for advertising.

Thanks Chicken! If anyone can moderate a board it's Chicken :D

[101sales]

Robert,

This could really do some good for the hosting industry. No longer will hosts simply close threads without resolution. I'd be totally interested.

Great idea