Earlyimpact Ticket System

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   A couple of weeks ago we had an issue with PC and used your ticket system. Everything was fixed quickly and without issue. Nice work.
One thing I did notice was, using a ticket system solely be email opened up a lot of problems with emails not received and some being blocked by spam software.
From a support aspect, using an email system with an online version that allows customers to see the reponses to tickets is a better way to go.
It also allows PC to use these tickets as KB items as well and if the client needs to refer back to the original issue in the future, they could access the system and get a copy.
Just a suggestion.
Rob

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RobertZ Members Profile Send Private Message Find Members Posts Add to Buddy List Groupie Joined: 21-January-2007 Status: Offline Points: 0	Post Options Post Reply Quote RobertZ Report Post Thanks(0) Quote Reply Topic: Earlyimpact Ticket System Posted: 10-June-2007 at 10:39pm
	A couple of weeks ago we had an issue with PC and used your ticket system. Everything was fixed quickly and without issue. Nice work. One thing I did notice was, using a ticket system solely be email opened up a lot of problems with emails not received and some being blocked by spam software. From a support aspect, using an email system with an online version that allows customers to see the reponses to tickets is a better way to go. It also allows PC to use these tickets as KB items as well and if the client needs to refer back to the original issue in the future, they could access the system and get a copy. Just a suggestion. Rob

ProductCart Members Profile Send Private Message Find Members Posts Add to Buddy List Admin Group ProductCart Team Joined: 01-October-2003 Status: Offline Points: 135	Post Options Post Reply Quote ProductCart Report Post Thanks(0) Quote Reply Posted: 11-June-2007 at 8:02am
	In order to protect the security and privacy of our customers, we do not plan to "publish" resolved support tickets. In many cases support tickets contain confidential information that a store manager simply would not want anyone else to see. Instead, what we are planning to do in the very near future is to gradually transition our Knowledge Base to a WIKI. This will allow the community of ProductCart users to help us write and update KB articles. There are thousands of stores that use ProductCart, and we know that they can help us build and maintain a knowledge base that is far more complete and helpful than what we can do on our own here at Early Impact. We expect the transition to the WIKI-based knowledge base to begin in July 07. For more information on what a WIKI is, please see: http://en.wikipedia.org/wiki/Wiki Edited by earlyimp - 11-June-2007 at 8:03am
	The ProductCart Team Home of ProductCart shopping cart software

RobertZ Members Profile Send Private Message Find Members Posts Add to Buddy List Groupie Joined: 21-January-2007 Status: Offline Points: 0	Post Options Post Reply Quote RobertZ Report Post Thanks(0) Quote Reply Posted: 11-June-2007 at 5:55pm
	Hi Again Thanks for that. Very interesting in regards to the Wiki. Nice work My main point of the post was to suggest having the PC ticket system based online (Username/password login) rather than an email system only. Thanks Again Rob

ProductCart Members Profile Send Private Message Find Members Posts Add to Buddy List Admin Group ProductCart Team Joined: 01-October-2003 Status: Offline Points: 135	Post Options Post Reply Quote ProductCart Report Post Thanks(0) Quote Reply Posted: 11-June-2007 at 6:27pm
	Tickets are available online. You can access them here: http://www.earlyimpact.com/SmarterTicket/Customer/ViewTicket .aspx
	The ProductCart Team Home of ProductCart shopping cart software