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Integrated Help Desk Solution

    • 20 posts
    April 25, 2018 8:35 PM EDT

    I looked through the search to see if I could find a topic on this but was not able to locate anything.

    Is anyone aware of a "Help Desk" ticketing system that works well with SE or is available as a plugin? I know there are options such as freshdesk but we are looking for something that will integrate tightly with our SE site and will not appear as a separate system.

  • gs
    • 485 posts
    April 25, 2018 10:14 PM EDT

    Good question - I never found anything either.  My plan was to provide different tools and see what works best for Users (launching next month).  Using a Feedback Plugin with sidebar, Advanced Forum, and h2desk sidebar that includes a full-blown ticketing system and knowledgebase.  My hope is that h2desk will be the best tool for a true help desk and then the plan will be to switch from cloud-based to self-hosted PHP and customize/integrate with SE.  Most likely, the Feedback and Adv Forums will remain as they serve different engagement and informational purposes.

     

    Looking forward to input from the community.  Thx for posting this.

    • 1727 posts
    April 26, 2018 5:23 AM EDT

    Moved this to the correct forum section. Please check the forum categories when posting and please post in the correct areas. Thank you!

  • gs
    • 485 posts
    April 26, 2018 8:48 AM EDT
    @Donna
    Not sure where this was, but this may not get much (if any) input from ADMINs located here under 3PD FRs. IMHO.
    • 1727 posts
    April 26, 2018 11:40 AM EDT

    This is for a third party or customization. It's not for the core script. I can move it to 3rd party discussions but then it won't get any attention from third parties who could make it. The OP (Original Poster) needs to let me know where they want it - either here in the custom area or in the 3rd party plugin area. 

    • 1727 posts
    April 26, 2018 11:49 AM EDT

    I see I forgot to say, I used to use OSticket before. I didn't integrate it due to I'm a bit of a security nut and anything that makes holes is not something I want lol. However, you may be able to integrate it with SE. Other than that, I use Zendesk for support for BryZar/ScriptTechs. It is possible there could be a way for someone to create an SSO for that. If there isn't one in the marketplace already. 

    What a very large roleplaying community does is - they have a private Group. In that Group, they have their "support" area for public support. For any more in-depth or account support, they have the users contact them via a special email address. In this way, they keep it totally private. I don't know if that suggestion would help you.

    • 52 posts
    April 27, 2018 1:58 AM EDT

    We use Helpscout. There is a multitude of reasons but one of the things you might want to consider is if your users can't get onto your site, they won't be able to submit a ticket unless they know how to email you. This is fine for a small site but as you grow you want to consider whats best for your clients. More people understand http(s)://support.domain.com than emailing support@domain.com

    We actually have a simple yet effective SSO integration into Help Desk. It just passes a few details such as username, user ID, email, member level (paid, free) over to Helpscout, so we can provide a seamless solution. Now, this only works obviously if our site is live, but then we keep our FAQ/Support system off our existing site. We also allow guests to send in tickets. 

    The other reason to consider a PaaS solution such as HelpScout, ZenDesk, GrooveHQ (which I don't recommend but like to be fair) - is they will offer you a multitude of features such as multi-user, reporting, satisfaction rating, integration into many other platforms and more. If this is just a hobby, this might not be important to you, but as you grow and you add on support people, moderators, and other staff, you want to be able to keep them accountable. 

    Now, there is ONE solution you can consider for SE, www.socialenginesolutions.com has a FAQ help system that allows people to submit tickets which you can then read inside the admin panel, so that means anyone who you want to enter tickets MUST be an Admin. This is a security issue for me, but might be ok with you. 

  • gs
    • 485 posts
    April 27, 2018 9:50 AM EDT
    @FM Ryan
    Thanks for helpful info.