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ChaoticSilence  
#1 Posted : Friday, February 10, 2006 12:08:33 AM(UTC)
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Man
We need comments/suggestions regarding offering anonmous end user support to your clients. Is it needed, how would you like it to be?
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Andy  
#2 Posted : Friday, February 10, 2006 3:03:31 AM(UTC)
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This is an area with amazing possibilties and yet very few webhosts have been able to put in a successfull system. Personally, I think the only viable solution is a joint helpdesk on reseller domain, managed jointly by both reseller & webhosts.
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ChaoticSilence  
#3 Posted : Friday, February 10, 2006 4:27:11 PM(UTC)
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Lets enumerate the possibilities first i will put forword the ones that i have in my mind.

1. One Support Desk Installation, with multiple domains pointing to it.

This is my favourite, but the support desk that we have in mind that is http://intellodesk.com does not support it, it will run into problems because its javascript and ajax calls are not relative(not domain neutral). We contacted them in this regard and they have told us that they will be making them relative in the next release.


2. Multiple Support Desk Installations

That is support desk installed for each customer who wants his users to be supported. There is a problem of managing it because as the number of support desks grow keeping track of it all can become difficult and after a point simply impossible.

3. One Support Desk on an anonymous domain.

Resellers may not like it because of no branding.


Please participate in this discussion because we need your input and ideas.
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Andy  
#4 Posted : Friday, February 10, 2006 6:37:58 PM(UTC)
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Intellodesk.com looks promising, But is still beta/release candidate.... Option 1: is possible via Cerberus
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xuser  
#5 Posted : Tuesday, February 14, 2006 5:39:26 PM(UTC)
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How about that all the resellers will have their own support desk and when a support ticket is generated an automatic alert is sent to you at your support desk. You will already be having a support desk account at reseller's support desk and than you can reply the ticket. This will serve multiple purpose.

1. Reseller will have their branded branded help desk/support.
2. They will be able to support their clients themselves as well.
3. They can handle sales/support from one support desk.
4. They will still be able to offer personalize support as end users are their own clients and they know what is going on.

Just my two cents.

You are already doing this for someone... guess who :lol:
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xuser  
#6 Posted : Tuesday, February 14, 2006 5:40:17 PM(UTC)
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How about that all the resellers will have their own support desk and when a support ticket is generated an automatic alert is sent to you at your support desk. You will already be having a support desk account at reseller's support desk and than you can reply the ticket. This will serve multiple purpose.

1. Reseller will have their branded branded help desk/support.
2. They will be able to support their clients themselves as well.
3. They can handle sales/support from one support desk.
4. They will still be able to offer personalize support as end users are their own clients and they know what is going on.

Just my two cents.

You are already doing this for someone... guess who :lol:
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OffshoreDevelopment  
#7 Posted : Tuesday, February 14, 2006 8:33:06 PM(UTC)
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I would love if there was an end user support. It could get you even more clients and be a good way to keep existing clients.

I can suggest that you ask each reseller to create an email address that you can monitor and reply to. But, this would not work for resellers who have a high number of tickets because they might get mixed up.
Group Technologies and Exports, India
http://www.gte.firm.in/it / http://www.gte.in
(custom software development - web apps / services, applications, handhelds / wireless, biometric software)
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Andy  
#8 Posted : Tuesday, February 14, 2006 9:50:02 PM(UTC)
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xuser wrote:
How about that all the resellers will have their own support desk and when a support ticket is generated an automatic alert is sent to you at your support desk. You will already be having a support desk account at reseller's support desk and than you can reply the ticket. This will serve multiple purpose.

1. Reseller will have their branded branded help desk/support.
2. They will be able to support their clients themselves as well.
3. They can handle sales/support from one support desk.
4. They will still be able to offer personalize support as end users are their own clients and they know what is going on.

Just my two cents.

You are already doing this for someone... guess who :lol:


Hi seems you are taking about jane-solution... just a guess... but I think ChaoticSilence has a point, if they have to do it for every reseller... it maybe a problum.....
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Smiling4ever  
#9 Posted : Wednesday, February 15, 2006 2:40:52 AM(UTC)
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OffshoreDevelopment wrote:
I can suggest that you ask each reseller to create an email address that you can monitor and reply to. But, this would not work for resellers who have a high number of tickets because they might get mixed up.


That would be difficult. :roll:
Noman Dormosh

HostingFest
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ChaoticSilence  
#10 Posted : Monday, February 20, 2006 10:36:06 PM(UTC)
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Using your own support desk and forwording notifications to us is a big overhead.

As soon as we have more then 2-3 resellers opting for this service we will lose whatever hair is left on our heads. :p
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A-Muse  
#11 Posted : Sunday, March 26, 2006 12:48:08 AM(UTC)
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I think the best (or only) solution available right now is Cerberus XSP.

I don't currently have any clients as I only host for myself. I was considering an attempt to gain some paying customers, so end user support would be helpful.
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ChaoticSilence  
#12 Posted : Tuesday, March 28, 2006 7:40:36 AM(UTC)
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We will give it a shot and test it.
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Smiling4ever  
#13 Posted : Friday, September 8, 2006 5:27:31 AM(UTC)
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We need more contributions about this here. :?:
Noman Dormosh

HostingFest
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Andy  
#14 Posted : Saturday, September 9, 2006 6:27:19 AM(UTC)
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Senior Developer wrote:
We need more contributions about this here. :?:


Could you elaborate what you are considering ?
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HostWell  
#15 Posted : Friday, September 29, 2006 9:27:05 AM(UTC)
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Senior Developer wrote:
We need more contributions about this here. :?:


Personally, I like the idea.

I wouldn't anticipate sending everything your way, but your technical support is so good I wouldn't hesitate to offer it to my clients.

Support is one of the most important aspects of a technical service such as web hosting, and to be able to offer the level of service you provide would be great for my business.

Would you offer the live support chat as part of the package?

I too would be interested in your thinking behind this idea. Great stuff.

Peter.
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