Customer @ MindSay

Web Based PHP Customer Support Help Desk System. Easy To Use And Feature Rich. Perfect For Internet Marketers, eBay(R)ers, Bloggers, Affiliate Marketers, Etc.

How To Save Yourself A Ton Of Time In Lost Productivity Have Happy Customers Thank You, And Easily Outsource Your BIGGEST Time Sucking Task...  Guaranteed!

You'll Pat Yourself On The Back For Being So Smart

Hi, my name is Frank Haywood and I work from home.

I can do this because amongst other things, I sell digital goods, mostly software and tools for business.

Yes, it's great thanks.  I thoroughly recommend it to anybody and everybody.

However, there is a downside and I'm going to explain it to you now.

I'd like you to take a few moments to imagine the scenario below, and put yourself in that situation.

Imagine you had one or more products you were selling online.  Every day you wake up and check your email to see new sales (which is nice) and also new support questions (which is a fact of life for any business).

You check the support questions, and you find that once again they're the same questions you've already answered either in the documentation, the product itself, or your sales letter, all of which people can't be bothered to read properly.

So you whip out your standard stock answer from your templates, a quick copy and paste into the email, edit it slightly, and off it goes.  Problem solved.  Except it's taken you 5-10 minutes to do it.

You now have just a dozen more to complete, and while you're answering those, some new ones come in, and also some replies to the emails you sent asking another question.

Two to three hours later and you're done.  Six or seven hours later, you have some more of the same stuff.

And then next day it repeats all over again.

All your customers say what "great support" you give.

But what you're doing isn't support, it's consultancy.  That wasn't part of the deal for the $27 product you sold now was it?

That's just not right, and it's not fair on you.

If you're doing consultancy, you want at least $70 an hour for it to be worthwhile.  But because you believe you're doing "support", you're prepared to charge nothing.

Crazy.

What's The Answer?

Here's the answer.

It's easy.  It really is easy.

Change the way you're thinking for starters, and for seconders, install some help desk software on your web site.

Not just any software, you want software that will:-

• Allow you to expand by passing the support tasks onto staff as your business grows.


• Answer repeated questions by using easy-click templates that you can pre-load.


• Have an easy to set up and use searchable knowledgebase, split by topic.


• Just generally make your life easier, and give you some time back for yourself.

That's why I created Ticket Desk Pro.  It's just right for any size of business.

It was built from the ground up with ease of use, security and scalability in mind.  Just install Ticket Desk Pro on your web site and from that point on, handle your customer support queries in a controlled manner.

Want A Look At The Feature Set?

Need a bit more detail?  Okay then, here are some bulleted features:-

• Multiple departments and multiple users.


• Multiple departments (CTRL-click selectable) per user.


• Multiple users per department.


• Users can be Moderators, Super Moderators or Administrators.


• Allowed attachment types which you can specify e.g. .jpg|.gif|.doc|.txt.


• Auto zip attachments.


• Tickets filtered in real time.


• Filters for department, priority, and awaiting response.


• Search tickets by keyword, department, priority, status and date.


• Multiple Standard Responses which can be selected, added and edited.


• Merge tickets.


• Searchable Frequently Asked Questions by department.


• System tools function to purge old tickets and attachments.


• Ability to contact other help desk staff by email.


• Ban filters by email address, IP address and key words plus wild card support.


• Email notifications to both customers and support staff.


• Choice of PHP mail or SMTP to send emails.


• Auto-added signatures for staff replies to customers.


• Captcha codes for security against spammers.


• Auto close tickets after a set duration.


• Time offset where the server is not in your time zone.


• Multiple languages via language files (English and German, more to come).


• Blend Ticket Desk Pro into your existing site design by changing the CSS.


• Last but not least, LIVE SUPPORT (operator - customer chat) with optional captcha codes.

Want To See For Yourself?

Click HERE for a demo showing what your customers will see. (opens in new window)

Click HERE for a demo of the admin panel that you'll be working with. (opens in new window)

System Requirements PHP 4.3 or above MySQL 4 ionCube Loaders* CURL support** *Most hosts support ionCube, and if not most of the remaining will install them for you when asked.  If not, then I can make a suggestion for full featured hosting at a budget price. **Again, most hosts already support CURL or will install it if requested.

How Did Ticket Desk Pro Come About?

About 18 months ago, before I'd even launched my first digital product online, one of my mentors told me to set up a help desk, and do everything through there.  He told me that if I didn't, email support would slowly begin to kill my business.

He knew that for a fact because that's exactly what had happened to him.

Sadly, I ignored him.  You live and learn, sometimes the hard way.

After ignoring him, I then spent a couple of hours every day for 12+ months answering support questions.

Worse still, I found I was answering the same support questions over and over by people who couldn't be bothered to read the documentation properly.

Compound that with umpteen similar things and you can probably appreciate that it was slowly becoming a very frustrating situation.

If you're not yet at that point in your business, trust me, you will be eventually.

So why not start as you mean to go on?  I wish I had.

Get yourself a copy of Ticket Desk Pro.

So What Do you Get For Your Money?

• A copy of Ticket Desk Pro help desk software for your web sites that you can install on as many domains as you personally own.


• A built in set of installation and usage docs in HTML format.
  
  

  
  

  rustybob

  
  
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  What Makes A Good Complaints Website?

  Citizen journalism and social media catch and spread ideas.  Because of the rise of citizen journalism websites that pay for anecdotal content, the citizens of every nation are becoming more and more conditioned to share emotional responses with relative strangers, online. Studies done in the UK show that 12% of online population age 16 to 35 know about and have used a complaints website to record and make public some personal rage against a business. And this is only the beginning...
  
  
  But it should be stated that complaint websites are not a one way street. Good complaints websites can turn negative remarks into positive publicity by increasing customer satisfaction in just one individual. That's actually what a good complaint website should be all about. The best sites in the business target a specific region and becomes a conduit for angry consumers and responsible business. The best sites allow visitors to rage unrestricted by complex registration rituals, but also give corporations an equal opportunity to respond, while the membership body grades the quality of each submission.
  
  Canadians are not complainers. Up here in Toronto Canada we have never had a full blown revolution, or even a good tax revolt; it's not in our culture to talk back to authority (or retailers or suppliers etc) . We quietly tolerate scandalous politicians, unpopular wars, and fiscally irresponsible car companies. Should I even mention the cell phone industry that charges 'system access fees' each month? Canadians are too nice, and as a nation we get shafted all the time.
  
  Right up until January 2009 there was no online venue built specifically for Canadian 'social complaints'.
  
  Tell Oscar is the first real complaints website in Canada. The site lets Canadians praise good customer service and record their bad experiences. The idea is that corporations can be made to listen and made to understand the relevance of having and maintaining a good social reputation. More importantly, the website encourages business leaders to get involved and emails them if and when there are critical remarks or compliments posted on site. Turning negative remarks into positive publicity and increasing customer satisfaction is what good complaints websites do best.
  

   

   

  
   
  
  
  
  

  livlife

  
  
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  One Of Those Moments

  This is a great story. I have this feeling that Kelly will particularly enjoy this one.

   

  So I am at work. And this boy, about 9, who is a regular user of my library, comes running up to the desk. "Have you seen Rohan?" is what he wanted to know.

   

  I told him that I don't know who Rohan is.
  

  "He's my friend." he said.

   

  I told him that was great, but not all that helpful to me. So this boy goes on to describe Rohan to me, i.e. "8-years-old, blond hair, he has a blue shirt."

   

  I said that I hadn't seen any blond 8-year-olds running through the library.

   

  He looks at me, seriously and says, "oh, he wouldn't be running."

   

  I started to chuckle and responded with, "okaaaay, I haven't seen any blond boys running, walking, skipping, dancing, hopping, prancing, or traipsing through the library at any point."

   

  Then this boy started to chuckle because he understood what I meant and that he took me very literally.

   

  I said, "got it?"

   

  He said, "yep, except for that last one."

   

  "Traipsing?"

   

  "Yeah," he said "I don't know what that means. I guess it was close to the other words you used though?"

   

  And he totally said it like a question. I told him if he didn' t know what it meant he should go and look it up.

   

  After a moments pause he said, "okay, where's the dictionary?"

   

  I pointed to it and off he went. In seconds, he was back asking me how to spell 'traipsing'. I spelled it for him, twice, and repeating it to himself, he went back to the dictionary.

   

  In a few minutes, he came back and said he found it. I followed him over to the dictionary and he read me the definition from the book. I asked him if it makes sense and he smiled and said, "yeah, it's cool."  Then I told him he should try to use it in a sentence to someone, because it will make the new word easier to remember....

   

  Lo and behold, about 10 minutes go by and he shows up at my desk. Next to him is a blond boy in a blue shirt. He says to me, "this is Rohan, I found him...and don't worry he wasn't traipsing around the library."

   

  Go figure.

   

   It was a great moment. I was proud of him and told him so. Sometimes, kids are awesome.

   

   
   
  
  
  
  

  
  

  livlife

  
  
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  Buddha

  I just got the neatest question and I wanted to share it with all of you.

   

  An elderly gentleman came in and said to me "I need some information but I don't know how to use a computer, can you help me?"

   

  I told him that's my specialty. He said that he served in the Korean War and while he was there he was stationed in Japan. During the time he was in Japan (in 1952) they visited Kyushu Island where he saw a statue of a Buddha. He had a photograph of the statue to show me.

   

  

   

  This is what he was looking for, he wanted to know more about the history of the statue and especially how big it is. In his picture, he is actually sitting on the thumbs of the buddha.

   

  I told him that I could help him out and I was able to find out that this was the 2nd largest buddha statue ever built in Japan, but no dimensions. I also found out that it is very old and due to its poor condition it was closed to the public in 1965 and eventually dismantled in 1985.  On its site there now sits a Buddhist Temple and graveyard.

   

  I also found the man a website hosted by war veterans where they talked about visiting this temple. He was so thrilled to get all of this information.

   

  He said to me, "I was talking to a couple of my buddies about this buddha and we wanted to know more. We couldn't find information anywhere. Then one of them said, go to the library, they'll know what to do." Then he paused for a minute and said "guess he was right."

   

  It was so sweet. I told him I was glad I could help. He then pulled out this stack of pictures and showed them to me, pictures of his regiment parachuting out of a plane, a picture of him at 17 in his uniform and a couple other scenic photos of Japan. His photographs were amazing, all from the early 1950s. He was such a nice man and before he left, he told me I made his day.

   

  Well, he made mine too. I love handling questions like this, so different from the usual run-of-the-mill type stuff I often get. This is what is so fun about my job!

   

  9 days.

   

   

  
   
  
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