What are Reddit's favorite Help Desk Apps?
Intercom
Freshdesk
Request Tracker
osTicket
GLPI
Zendesk
DameWare
tawk.to
Drift
Freshservice
Zammad
Spiceworks
OTRS
Web Help Desk
RHUB TurboMeeting
JitBit Helpdesk
UseResponse
Radmin
HappyFox
((OTRS)) Community Edition
HESK
FreeScout
DeskPRO
Axosoft
Kayako
Help Desk Migration
Chatlio
User.com
Tender Support
Helprace
ProProfs Help Desk
Chatwoot
PHPBack
Sidequest for Slack
LiveChat
Helpjuice
Cerb
ClickDesk
iTop
OneDesk
Atera
OpenSupports
FeedBear
BoxBilling
UserEcho
Reamaze
Feature Monkey
Interakt
SupportBee
Remote Utilities
ProProfs Knowledge Base
Chaport
Helpy.io
IMsupporting
BuzzFlow CRM
Top Reddit reviews mentioning Help Desk Apps:
Try installing Hotjar on your site (the free version). Especially before you do your next paid FB promotion. Also, look into the free version of Drift to communicate with customers when they visit - they might have questions you weren't expecting.
PS also install Google analytics and Facebook Pixel so you can generate similar audiences.
1000 hits is great for just starting but you need to really hunker down and find out what your revenue driving channels are. It could be Instagram / Blog posts / Facebook (organic or paid) / adwords etc - but you'll never know until you start tracking it.
Perhaps it was up 35 minutes ago but it doesn't appear to be up now. The message reads
>No help desk at support.mtgox.com
>There is no help desk configured at this address. This means that the address is available and that you can claim it at http://www.zendesk.com/signup/
Fint Mascha, men det hele er jo opstået fordi du ikke har styr på kundeservice. Hvis du havde benyttet eks. Intercom havde du blot sat et auto-svar op om at i modtager mange henvendelser og bede folk væbne sig med tålmodighed. Samtidigt kunne i appellere til folk tjekker det T&T nummer ud som i selvfølgelig automatisk sender til kunderne.
At du er røvutjekket har intet at gøre med om PostNord har travlt. Du skal bare lære at kommunikere. Det skulle man egentligt tro at du som influent kunne finde ud af.
You can mostly pick-and-choose how you want your life in CS/programming/software development/whatever to progress and change over time.
- Don't ever want to touch hardware? You don't have to.
- Want to make websites? Sure thing, you can be a front-end pro with HTML5/CSS3/Javascript chops.
- Want to work on back-end stuff web services? You can do that.
- Want to work on desktop applications? Totally.
- Want to get into mobile? Learn that Android NDK or iOS SDK.
- Want to make video games? Probably going to be a little harder to break into, but that indie gaming scene is growing.
Want to mix programming and customer service? Look at Zendesk or DeskPro or the like. These are companies focused on making software to improve the customer service experience.
On the flip side, the negatives of working in software/CS fields:
- You stare at a computer a lot. This changes depending on your level, but if you're a programmer, be prepared to stare at a computer for 5+ hours a day, more at times.
- Lots of big egos. Every job has these, but I think the personality type that gets into computer science and programming tends to produce more people with big egos, a lot of hubris, etc. I guess in real life you'd just call them 'assholes.'
From Ken Norton's famous "How to hire a product manager" essay (https://www.kennorton.com/essays/productmanager.html ):
>Remember friend, nobody asked you to show up.
>Product management may be the one job that the organization would get along fine without (at least for a good while). Without engineers, nothing would get built. Without sales people, nothing is sold. Without designers, the product looks like crap. But in a world without PMs, everyone simply fills in the gap and goes on with their lives. It’s important to remember that - as a PM, you’re expendable. Now, in the long run great product management usually makes the difference between winning and losing, but you have to prove it.
And more about saying no as a PM - focused on product strategy, but obviously the more you take on your plate, the more stressful your life will be: https://www.intercom.com/blog/product-strategy-means-saying-no/
It has a lot of features these days, but the ticketing is pretty useful. I used to use it on a previous team for internal task tracking.
Basically any ticketing system is better than the one you just described.
I used RT for quite a while. Installed and maintained through YUM under CentOS.
>ook 2010, sticky notes and random phone calls. Lots of p
I would then just reach out and see if you can put up a SIMPLE version of https://osticket.com/ or something like that. I believe OS Ticket is opensource
Not only that,
>There is no help desk configured at this address. This means that the address is available and that you can claim it at http://www.zendesk.com/signup/
Anyone wanna buy it and redirect to a suicide hotline site?
https://osticket.com/ I've personally used fairly effectively. Capterra is a good place to look for software. Capterra - Help Desk Software - Free - 50+ users
Both of those links are pointing me to:
No help desk at support.mtgox.com There is no help desk configured at this address. This means that the address is available and that you can claim it at http://www.zendesk.com/signup/
So... WHO WANTS TO BUY IT? ;)
I'm surprised that there's no love for RT yet.
Granted I haven't used osTicket in like 6 years, but at the time I thought it was clunky to use and ugly compared to RT.
Zendesk will be hiring some tech support folks for level 1 support. All backgrounds welcome to apply, though if you have customer support or software experience that will help. Let me know if you're interested and I'll send you a link for the job description.
We've recently implemented ZenDesk. It's web-based and has both iOS and Android apps. The pricing is based upon number of "Agents" so it is easily scalable. They also allowed us a free trial period to test out their interface. It's a great, easy-to-use, customizable, scalable system.
It's something I've wondered about as well. I think for the foreseeable future there will be a need for sales execs who handle enterprise and larger deals because of the complexity involved in shepherding large purchases, the need for custom workflows in large organizations, and the desire for large customers to have a dedicated point of contact/advocate within their vendors.
But with the rise of things like product lead growth and cloud marketplaces I could see a decline in the number of SMB and mid-market roles. Why pay a sales person when users can discover, test, and buy the product on their own? That's essentially the model Atlassian has taken: https://www.intercom.com/blog/podcasts/scale-how-atlassian-built-a-20-billion-dollar-company-with-no-sales-team/
I use Freshdesk’s free Sprout plan. It’s hosted by them, has enough customization and features for my current needs and they offer paid tiers if my needs change in the future. I had to contact support once (15 minute outage) and they took care of me without issue - even though I am on the free plan. I can’t recommend Freshdesk enough.
How many machines are you servicing? Dameware is reasonably priced if it's just for a few users. http://www.dameware.com/
>Licensing > >DameWare Mini Remote Control is licensed per user, not per computer, with no additional fees for client agents installed by the program. The number of licenses required must correspond with the actual number of people that use the software. For example, if there are 10 technicians that will be running the software and connecting to 10,000 remote machines, a 10-user license is required. > >Each user license allows for three separate installations (for example: desktop, laptop, and home computer). A user installing in three separate locations will still be covered under the license provided that they are the only person running the software on those additional machines.
Give GLPI a try, we are using it with a SCCM plug-in to get data out of our system center. This setup allow us to match a user to a primary machine when they open a ticket. If you do not have SCCM and want to replicate this functionality, theres plug-ins for other open source inventory software like ocs inventory or fusion inventory and I m sure there's other integration options.
Glpi has also integration with active directory authentication and field mapping. Downsides it's highly customizable wich can become overwhelming to configure it for the first timers and documentation in some functionality (plug-ins) isn't that great some times I found my self using Google translate in the French forums.
But after its up and running works well, it's scalable since there's plug-ins for everything (example you can store kb, certificates, automaticly create tickets uppon certain triggers ex:certificates renewal, document switches configurations, integration with a lot of other products commercial or open source, etc... ) and it's stable.
Great! Thanks for sharing. I've been using Hotjar for a while. Thanks to their video recording I found out our Optimizely caused some sort of bug that broke our main lead form for Internet Explorer users. Could have been a while before we figured that one out via Analytics. Damn.
Also interesting are these from Intercom: https://www.intercom.com/books
I've used Request Tracker (rt4) at several jobs in the past. Among the handful of free and commercial ticket systems that I've used (none of which I will name), I liked RT the best by a wide margin.
It seems that your comment contains 1 or more links that are hard to tap for mobile users. I will extend those so they're easier for our sausage fingers to click!
Here is link number 1 - Previous text "RT"
^Please ^PM ^/u/eganwall ^with ^issues ^or ^feedback! ^| ^Delete
We are using Jira from Atlassasin. It's a bit on the heavy side for handling service requests. On the other hand it's deployed corporate wide, so with development tasks one can link items dependent on each other. Before we used RT from Best Practical .
Awww. Trust me you are not alone. Spent almost 4 years in the industry now and still at times I Google what's product marketing.
It may not be a new role but people around may get carried away and not understand what PMMs bring to the table.
You can ensure your best when you split responsibilities between demand-gen, marketing ops, content marketing and other related teams.
I'm gonna link a video below that may help you in letting the scope of your work sink in your personality.
Also suggest you to keep skimming the blogs on Drift's blog. Their Marketing Manifesto would be a good place to start.
Guys at drift have a good collection of articles on different aspects of Product Marketing.
The more you understand your role the better you will be in a position to draw clear boundaries with your management, else like in my case you may endup finding yourself crushed under the weight of unrealistic and unreasonable expectations.
Hope this helps.
Cheers..❤
There's a lot of jobs in IT that often don't require a specific degree (or even a degree), and only need an understanding of coding, databases etc., in order to communicate with developers more effectively. If you can actually code a little, even better.
Here'a short overview and here's a longer list. Research the heck out of them and if you see something that sounds interesting, research some more.
In the meanwhile keep honing your JS & database skills with the many free courses/tutorials on YouTube. You never know just who or what might exactly click for you.
Again, it's not about becoming a programmer, it's about developing a general understanding for the field, which will give you an edge, when you apply for the above mentioned jobs.
A lot of them just need a good understanding of UI/UX and an ability to make small frontend corrections, and they are home office positions, great for introverts.
No help desk at support.mtgox.com There is no help desk configured at this address. This means that the address is available and that you can claim it at http://www.zendesk.com/signup/
edit:
Zendesk is hiring for a bunch of different positions, and more positions will be posted in Q2. It is an awesome company to work for! The office is on the square.
GLPI: https://glpi-project.org
Depending on how you use it, it can be cumbersome and have a lot of steps to do what you think would be simple, but dammit it’s the only thing we’ve found that can expand to our needs at every step. There are lots of plugins and community support. Our biggest use of it is to track mobile computers, phones and lines of service. Using a combination of plugins that enable integration with SCCM, and custom fields, it allows us to capture everything we want to track.
Is the current process supported by the underlying systems? Or the other way round - could your current tooling (ticketing, ERP) support a streamlined process? This is where I´d start. Depending on the industry you are in and assuming standard (back-)office operations, I would not look at establishing yet another role and/or cost-center but rather dedicate a budget to cleaning up, defining a propers process, do a one-time basis inventory (interns?) and reflect the shiny new process either within your current support system landscape or implement something lightweight (and free) like https://glpi-project.org/
Tapping into the above budget should be arguable - waste of resources and inherent risk (software-, hardware lifetime, security/safety) vs. "compliant" posture and capex cuts ;)
We're starting to roll out GLPI. It depends really on the staff, resources, etc. If you use a mainstream product like GLPI or osTicket, you'll be fine, as they are tested pretty thoroughly. Just use something like GIT or docker to manage versions. This will make it easy to roll back updates. Keep your DB backed up as well. You do all the basics you should be doing and there really won't be issues.
True. There are a lot of devs who can't discern good from bad design. And that's totally normal. The fact that you can do it is a definite bonus.
But be wary of the dribblization of design - yes it's a thing.
Product design is about making thigs work better, not just look nicer.
And sometimes, an "uglier" design will perform better than a "pretty" one because it's more functional. The majority of design on Dribbble is not functional. It's fantasy projects that haven't seen the light of day, and could never be executed as designed with the constrains of real life technology/content/product imaging etc.
I just read this a week ago and it might help you:
There are three stories you should know cold:
- why your company exists
- why you work there
- what you’ve learned from customers your company has helped.
I find the "Contact Us" options a bit inconvenient and it might slow down your business. You need a clearer call to action, and giant text at the top of the page isn't the best place. Ideally all three contact methods should be easily found in a few places. I highly recommend installing Intercom to talk to customers and relying on that instead.
It'll also likely need SSL certification if users are communicating with the site owner. This is a good choice for SSL and web application-level security.
Also, what about providing useful content, such as links to companies that do delivery so users can view their menus? I know it would be extensive, but useful, and might be a good way to establish partnerships in the future.
Personally I'd go down the FreshDesk or similar road then - that 3 users I mentioned is actually 'agents' (the people that resolve the tickets), so in your case, it's free. It would offer more flexibility and future growth options than the Sheets approach
We don't, but if you want to try a free one to test out we use Freshdesk which has been running great. I think the free version allows you to have 3 agents, but you could use that to setup, say, Administrator and 2 Students, and go from there. You could also setup a quick Spiceworks session or OSTicket, all free.
I'm it for my entire company on top of my duties as our IT and online marketing guy. ... However, we're a smaller company so I only field a few chats per week. Tawk.to is pretty awesome.
We launched our first Facebook Ad campaign yesterday, which we are pretty excited about. Hopefully, it will go well, and we’ll see some results. If anyone has any advice on these, we would really appreciate it.
We also installed a live chat on our website which has been great for talking with people that visit our site. It is Tawk.to which is free, and I would highly recommend it!
Not sure it will totally work depending on how their "flow" is but OsTicket (https://osticket.com/) might work.
I haven't used it in years but I remember it being a super simple ticket system that is easy to run, self hosted, quite current in the OS world, and free to boot.
I know at one point I had customized it and integrated into a website and loved it. I think it can be pretty easily customized too.
dameware remote support.
~300 per administrator and offers remote support like gotoassist with your own onsite server. It is perpetual or you can purchase maintenance for $62 per user per year which will get you upgrades. Probably the cheapest you can get. Unattended locally or though the vpn, token based when not directly connected to your network (need to provide the end user with a code, similar to teamviewer or webex).
http://www.dameware.com/dameware-central-server/internet-sessions.aspx
You might want to take a look at PDQ Deploy. This software works well for remote installs and managing software. If you want to be able to remote into each system and do the installs/scans manually you might want to take a look at DameWare.
PDQ - http://www.adminarsenal.com/pdq-deploy - has a free feature limited version
DameWare - http://www.dameware.com/ - Has a free trial 14 day
Note: I am a Product Manager for SolarWinds, but we offer a ton of free tools, many of which are for Sysadmins which you can find here
- Diagnostic Tools for the WSUS Agent
- VM Monitor
- Event Log Consolidator
- Inactive User Removal Tool
- Inactive Computer Removal Tool
- User Import Tool
- VM Console
- WMI Monitor
- Exchange Monitor
- VMMonitor for HyperV
I know this post is for freeware, but we also have our DameWare product, which are dang near close to free if you look at the pricing for remote control and remote machine management, see here
Fresh Service (https://freshservice.com). It's made by the same guys that made fresh Desk, but offers a lot more and their EDU pricing is great.
We're on Web Help Desk and I miss using Fresh Desk/Fresh Service
Request Tracker would be my first choice. I have used it at small smb and large enterprises.
​
Request Tracket open source, but you can pay for support or writing custom modules for you. It can track assets. If you get interested in Perl coding, then you can really make RT do nearly what over you want.
I've also used WebHelpDesk by solarwinds. It works well as a ticketing system, but if you plan on wanting HA, don't. If you want to track servers and what not then NPM/Orion is what you want to help with that.
I'm currently using Autotask, and it can do what you want, but at a pretty steep cost. I'm still waiting on them to update their API from SOAP to REST.
We use RequestTracker:
- heavily email oriented, but allows for ticket creation and response via UI.
- highly configurable. If you know Perl, crafting an 'after hours' response Scrip is pretty easy.
- It has a FAQ manager (which I've never used)
- reporting exists via TicketQL, and the DB itself is easy enough to fathom for more complicated things in raw SQL.
- open source, free.
- mobile browser theme (though I usually just request desktop site)
- separated comment vs reply for threading internal discussion with responses directed at customers
- large set of community contributed extensions (ticket tagging, commands over email, customer groupings, time worked reporting)
Request Tracker is great. I've been using it for years. Very customisable.
You could easily have it logging everything. Links that refer jobs to other jobs. Reminding you when maintenance needs to be done. Tracking sales leads and making sure they dont get forgotten.
Does "compounds internally" mean IRR or CAGR or either?
https://www.drift.com/blog/what-is-hypergrowth/
The above link describes 20% as "rapid growth", and 40% and above as "hyper-growth". Would we characterize either stripe or Starlink as merely rapid? Not to say that the above link is definitive anything.
No help desk at support.mtgox.com
There is no help desk configured at this address. This means that the address is available and that you can claim it at http://www.zendesk.com/signup/
is what it says for me.
MoinMoin and Dokuwiki
I personally use and love RT for ticketing, but it's a bit intrusive in windows shops :(
I'm still looking for something more portable that is not SAAS, where users open tickets by sending emails, at the moment.
In the realm of Hosted SAAS Things (tm) Zendesk is quite good, in my humble opinion.
This might be over kill (depending on how many emails you get), but you could use a ticketing system like http://www.zendesk.com/ (there are others out there)
Most ticketing systems will allow you to filter in emails (from multiple addresses). The admin would read all tickets and escalate/assign tickets to the bosses as necessary. If the boss replies, it would have their name attached to it (and possibly their email address.)
GLPI for my part (https://glpi-project.org/). Mature, open-source, free or cloud. Complete IT system magement : ticket, assets, rack and more. There also a lot of plugins and a big communauty. It's a French project but with internationnal support.
While this does not answer your question directly you might want to look into the "Intercom on X" ebook series which is 100% free.
Given that you're looking for knowledge around SaaS marketing you'll find "Intercom on Marketing" useful (https://www.intercom.com/resources/books/intercom-marketing).
It's been around for a few years now but basically the entire industry has caught on, at least in B2B SaaS.
Intercom used to actually champion this style but recently switched to a new style (minimalistic with on-page animations), likely to help differentiate themselves from the saturation of this style in the software market.
Don't be surprised if you notice more major SaaS websites moving away from this and exploring new illustration styles in 2020.
> It's not hard to not conflict with your own CSS
I think you may be misunderstanding the use-case. The iframe solution is not for avoiding conflicts in your own CSS. It's to prevent style bleed through when embedding your app in someone else's site.
My comment above was just demonstrating that even !important can't prevent that bleed through. You need encapsulation that only a separate dom can provide. Look at any embedded widget (e.g. https://www.intercom.com/) — they use iframes for exactly this reason.
There is a great free book on what to factor in when deciding how to setup support at a startup by the folks at Intercom -
https://www.intercom.com/books/customer-support
I am not affiliated with them at all, just found it a well formulated book. And they offer support services. I have not used them, but they look better than zendesk.
And don't get zendesk. I found it complicated.
Freshdesk has a module for service/field technicians that might fit what you want. I don’t think their free tier includes this, but the cheapest does. https://freshdesk.com/fsm Not affiliated with them, but I like the tool.
Same here cannot contact their customer service!!!!!
I have been sending emails nonstop since I made the order, I sent like 100 emails and every time I got an auto email from Microsoft Outlook saying "freshdesk.com gave this error: Mailbox disabled, not accepting messages"
I tried Instagram dm to the NOC page and Pandrea, and of course didnt get anything back. I even tried Blue Crown Facebook page, and all I get is the god damn auto reply system.
Freshdesk is a great ticketing system. It has a free tier so you can try it out, and if you're small enough just stay on the free tier.
I used it a previous job and really liked it. I'm stuck on Solarwinds now and hate it.
First of all, as MSP, you will have to zero down on your requirements of Service Desk. eg. do you require it to be integrated with your financials? Is time tracking required? Do you need inventory management to be offered too? Do you need to customize it more than 10%, as per your business requirements?
If answers of above questions is "Yes" .... Then try Kaseya. They have BMS and VSA products, which integrates quite well....
Then you have Zohocorp's manage-engine stack of products or CA's Nimsoft. Both are still best bet for MSP.
Though, licensing of these products will be dependent on your country, region or location.
And yeah, you can check, Freshdesk.com website. Maybe you would like something there too.
contacted the support to receive a canned response:
>Your report has been received. Due to the tremendous response to recent product launches, we’re currently seeing an unusually high volume of messages. Thank you for your interest in the Bungie Store merchandise. We are responding to messages in the order in which they were received, and will respond to you as soon as we can!
looks like they outsourcing order support to a company called freshdesk which request for support has turned into a ticket and is sitting in a queue somewhere.
I never tried it but https://www.tawk.to/ say that, besides offering their live chat module for free, they can hire chat agents for $1/hr for you — I suggest reading some reviews before going down that route but it came to my mind when I read your question
Need to have a look at your site to review. But a good way to get visitors interacting is adding a live chat. Have a look at https://www.tawk.to/ which is a free live chat. Set up triggers where after 30 seconds a pop up asks visitors how you can help.
What are you doing digital marketing wise?
Intercom (https://www.intercom.com/) is by far one of the best companies for this out there. Saying this as Marketing Director who has gone through half a dozen top vendors over the past 5 years. This being said Intercom still requires reps to manage the messages.
If you're looking for something free I've been running into an increasing number of sites that use tawk.to (https://www.tawk.to/). Again here you need a rep to manage the chats, but you have the option to hire a chat agent very cheaply - might be worth exploring.
The high school I interned at a few years back used osTicket - it was open-source/free back then, I believe, not sure about now. Things may have changed in the last 5 years, but I liked it while I used it.
Honestly, if you don't need much, use https://osticket.com/editions/
There's a free/self hosted open source package which is super easy to set up. This is the one I used for years before I built my own. Ticket systems are really quite straight forward tools so if you need customization, either edit the OS ticket open-source code or just code your own.
We are self hosting https://osticket.com/ and are quite happy with the system. It's open source, so it's possible to contribute and if I had the time, I would try.
But what we really miss is a proper REST API, so my suggestion is to implement an API from the beginning and use its function internally.
With an API you open up the system to third parties to make all kind of integrations with your system and that's a big plus in my book.
Remote Desktop, if it was enabled. Or you could install something like Dameware. They have a free trial copy available. It can remotely install itself onto the target. http://www.dameware.com/downloads.aspx
I use Goverlan Remote Control found here http://www.goverlan.com/ as my main software at work. I also used Damware Mini Remote Control before and it works well, found here http://www.dameware.com/products/mini-remote-control/product-overview.aspx
Without allowing RDP into the guests that's going to be difficult. RDP really is your best solution. It's worth making the case for. There shouldn't be a security concern if it's managed properly and it sounds like your environment is run pretty tight.
If RDP is absolutely not a possibility there are a couple of other options you might investigate:
The vSphere Web Client allows for accessing the console. It works very well. We've been moving our VM owners away from the desktop client and over to this. A quick packet capture suggests that it connects directly to the ESX host without tunneling through vCenter. I can't be sure but I think your vCenter license entitles you to any number of web client instances. The major caveat is that it probably requires vCenter 5.
Install an alternative remote client on the guest. Something like Dameware would likely work well. I haven't used it myself since the Windows 2000 days but as I recall it was top notch. VNC would work as well but I'd consider it more of a last resort personally.
CMDB is not the same thing as Asset Management. You ideally use whatever CMDB your ITSM tool natively has so you can interact with the CIs when doing RFCs and tickets.
Asset management is separate and can be used to populate the CMDB. If you don't have an ITSM tool and don't have a need or process to link CIs to tickets than you may only need an asset management system. You should also look at what value ITSM and CMDB can bring to your current processes if you don't use them already.
Like another here recommended, LanSweeper is a pretty great tool for asset management.
https://freshservice.com/it-asset-management-software/cmdb-vs-asset-management-wrong-blog/
I really enjoyed this thread and the ones that followed. I wanted more people to know about it.
I've attempted to do a roundup of the entire story here. Let me know if I've made justice to it.
Check out Freshservice . There are 5 plans . Depending on your budget and your use case you can choose the right plan. If you want to get in touch please email
RT looks a bit dated, but does its work. The other I've tried was redmine, but is oriented to software projects. You have more to try in the awesome-selfhosted list.
Did you look into Request Tracker by Best Practical. I have used it before and it is very cutomizable even when compared to JIRA Service Desk.
Down side is that it takes some time to setup since it is so customizable.
https://bestpractical.com/request-tracker
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They also have one that specifically works for Incident response if required.
I don't have a good answer to this, because like /u/TomahawkChopped I think they all suck.
If I were to build my own (and if I had the hubris to think I could do better than anyone else), I would ensure that it was possible to create a new ticket and sign up at once.
I suppose in one sense the closest I've used that meets this criterion is RT. From an end-user perspective, creating an RT ticket is just a matter of sending an email, and all further correspondence by the user on that ticket can be performed over email. There is no need for them to actually have an account on the corresponding web application.
It's more of a support ticket system rather than a bugtracker, though it can be used as such.
But I gather email isn't popular with the kids nowadays.
We put in Request Tracker about four months ago, and the more we use it the more we love it.
https://bestpractical.com/request-tracker/
Caveat. Be linux knowledgeable, or teachable. I spun ours up in a VM.
You won't believe this, and I may sound like a dick
This sounds like a you problem, not a customer problem.
I suggest you read the Not a map article on intercom.
Schooldude, stay away.
Autotask is feature rich but pricey.
Freshdesk I'm pretty happy with.
Take a look at OSticket if you don't mind hosting yourself and don't need support.
Best ticket system I ever used was RT. https://bestpractical.com/request-tracker
Been like 10 years ago but haven’t see anything like it and the automated things you could do at the time was awesome.
For ticketing/helpdesk/change management/etc: GLPI + FusionInventory. It's ITIL (v2 I think?) compatible. We use it for our hospital group (11 sites, ~10k users, ~30 techs, ~7k clients).
For OS deployment, ye olde WDS+MDT.
For people that want more information
If you enter the part of the email after the @ into a web browser. It takes you to a company
That claims to specialize in business communication with clients.
The email looks like an employee for crypto.com - followed by the company - followed by the 3p service which helps manage their email communications.
This website was first archived 12/1996 on waybackmachine and has been archived 4,993 times in total
I think it’s legit.
If you enter the part of the email after the @ into a web browser. It takes you to a company
That claims to specialize in business communication with clients.
The email looks like an employee for crypto.com -followed by the company - followed by the 3p service which helps manage their email communications.
From their website https://freshdesk.com/helpdesk-features
It is free. You only get a limited set of features. But I think it will be better than dealing with Spreadsheet and will be a big QOL for you and your user base.
Well that is not a good position to be in. Tracking tickets in excel is just madness.
Like another person said check out FreshDesk It's Free and since you only have 4 IT people it will be leaps and bounds better than Excel.
osTicket has some documentation about incoming email processing. You can also check the source to see how it is implemented.
https://docs.osticket.com/en/latest/Getting%20Started/Email%20Settings.html
I don't "project manage" I "problem manage".
When there's issues that pop up that appear to be repetitive but people can't figure it out they bring me in to look the entire thing over and figure out where the problem is.
It's a part of the ITL process
Recognizing the important of not over using terms to describe a problem insures that the problem has a proper description that folks better describe the issue with. This is one of the reasons I find it important to frame what "Phantom Braking" actually is, because if people use the term too broadly, as they are now, then it loses its meaning and can't really be used to accurately describe any portion of the overall problem.
So while it is great that you understand that it works, I would highly recommend trying to ensure you pay close attention to the type of braking that's taking place, because the issues with braking that we have now are not the same as we were before. People have just continued to use the same term because that's what they're familiar with, but it isn't the same problem.
> A company with a good product but a bad sales team will go under while a company with a bad product but a good sales team will prosper
I need a source for this.
A good product doesn’t need a sales team to begin with. Take Atlassian for example. They’re currently worth $20b. In 2016 they conducted over $320m in sales with a $5b valuation. They didn’t have a single sales person on payroll.
Slack, worth $4b, is one of the fastest growing enterprise chat solutions. In 2016, 2 years after founding, they conducted over $64m in sales. Their CEO is extremely vocal about not hiring sales people.
https://www.businessinsider.com/slack-ceo-stewart-butterfield-no-salespeople-2016-3?amp
This dynamic can be observed across many more companies like Dropbox, Twilio, Kik, Yammer.
The funny thing is, these are literally B2B SaaS companies where sales is supposed to be their bread and butter. They don’t even represent the domains of the actual most valuable tech companies in the world that make an app that goes on your phone, and that are worth 20x what these companies are worth.
Regardless, this is besides the point. Whether a company has a good or a bad sales team is irrelevant. Good sales teams need a product to sell. Bad sales teams need a product to sell. Sales people in general, need. a. product. to. sell.
Check this: How to incorporate a US Corporation from outside the USA?
Girish Mathrubootham (founder and CEO) freshdesk
https://freshdesk.com/general/how-to-incorporate-a-us-corporation-from-outs-blog/
My concern was cost - so I used OSticket : https://osticket.com/ in my organization
It looks a bit old, but does everything - has groups, teams, agents, LDAP auth, it even comes as a docker image so you literally can plug and play.
While you can technically build this with Autopilot, I'd actually recommend using Dialogflow here because it has quick replies built in at the intent level. I don't believe that Dialogflow messenger has out-of-the-box support for quick replies though.
The bot that you see on twilio.com is actually a Drift bot.
You don't say how big your business is or how many salespeople you have.
Since you say you have a team, take a look at https://www.drift.com/platform/meetings/ The tool does a lot and maybe much more than you need (it's probably overkill), but it does have the specific functionality you're looking for (or at least most of it).
And it differs in big ways from the other tools you mentioned. But, it works on landing pages via a chatbot, so the implementation isn't identical to how you'd implement some of the other tools.
I'm not sure about pricing - might be competitive with other products for the functionality you need.
I meant Drift, the CSP software. I recommend you beginning from here if you've just started - Drift Manifesto
Disclaimer: Not related to Drift in any capacity. Just appreciate their content.
Also, there's a similar yet another platform called Intercom . There's a section called "Inside intercom" on their blog, check out the ebooks, articles and the podcasts there.
They could be super helpful in building your persona as a PMM in the days coming. It's quite good, distilled content that's fairly easy to understand.
✌✌
Generally speaking, if it's a behavioral interview just be yourself. You don't want to land a job in which they expect you to be someone you are not, so just relax and be confident in the skills that got you where you are now and show willingness and curiosity to learn/adapt. Re: what a day in the life of a PMM looks like, it varies widely based on what they define PMM to be. A good read on this here. My advice: don't get in your own head, relax and just have a normal conversation (don't try to play 3D chess). Your skills got you here for a reason, you got this. Good luck!
Surely, there is some wisdom in shoring up your weak spots, but comparing your weak areas to others' strong areas in life is a recipe for disappointment.
If Steph Curry had spent most of his time working on becoming a better dunker, he'd an okay dunker at best, a pretty bad NBA dunker. But he poured his energy into maximizing his shooting and handles and core strength to avoid injury.
This might be overkill for basketball, but many of these lessons apply to development in all parts of life. https://www.drift.com/blog/lessons-from-peter-drucker/
So definitely work on your vert - but don't obsess over comparison, look for ways to exploit the natural strengths you have.
Best of luck - post a video of your dunks!
I would think you'd have a lot better luck asking in a sub that is more relevant as Notion doesn't actually offer any chatbots itself.
Although it's completly dependant on your usecase, in the meantime, you might like to check out Drift.
Scaling: Drift's HYPERGROWTH book on scaling based on a customer-driven model. Thought it did a great job at showing how important it is to maintain a customer-centric business, particularly for SaaS, and helped me think how I can continually incorporate this approach in my day-to-day.
Optimizing: Unbounce's How to Optimize Your SaaS Landing Pages guide. It's an in-depth, actionable ebook that shows how SaaS brands can fix their landing pages and funnel for conversion optimization.
You'll save a ton of time and effort by using a 3rd party service, like Drift to do the chat popup. Services like that will have all sorts of integrations and options for you to connect with. I don't work there or even use it, just one of the first ones I can think of off the top of my head.
Short answer ... yes. Offer multiple, distinct opportunities for someone to convert. Tailored to specific personas. Instead of a form (which can be lengthy and present to long of a timescale) ... look at something like Drift ... use a few Bot scripts if you can't be there in real-time for all inquiries (in the standard plan ... not too expensive).
Try installing Hotjar on your site (the free version). Especially before you do your next paid FB promotion. Also, look into the free version of Drift to communicate with customers when they visit - they might have questions you weren't expecting.
PS also install Google analytics and Facebook Pixel so you can generate similar audiences.
1000 hits is great for just starting but you need to really hunker down and find out what your revenue driving channels are. It could be Instagram / Blog posts / Facebook (organic or paid) / adwords etc - but you'll never know until you start tracking it.
I've tried A LOT of live chat apps for my side-project where I needed to provide support and sales to online visitors.
Of them all, Intercom was the best, but as my product grew and the userbase grew, it quickly became way too expensive. I was paying $250/month.
I switched to https://www.drift.com/ for a while and was satisfied. It's a more basic version of intercom, but did the job and it was cheaper.
Now as I scale down my startup to be more passive, and trying to reduce expense, i'm using http://small.chat which has been great. It's basic and free, and since I live inside Slack it was a great offering.
I found the live chat market to be incredibly crowded and lots to choose from but little differences between all of them.
The biggest problem I had with the live chat software that I used was that they were either really good at the live chat/auto messages/sales component and sucked at ticketing/triaging workflow or visa versa. Intercom for example was really hard to manage all the tickets that needed followup, or different statuses other than NEW and READ.