how do you handle support

Envato Authors Author Hangout
21

Zendesk seems to have tons of nice features, but is it integrated with Envato API?

If not, how easy it is to integrate it with Envato? I need the support system to verify users based on purchase code and to give me info which items the user bought and which of these are supported. Is it all possible with Zendesk?

22

It’s possible but it will need some experience with coding. Honestly, the zendesk is good for medium or big team, but if you just need support in small team, try ticksy instead, it will save you money.

24

Yes, I had used zendesk ago with support role in small team, it’s good ;), good luck.

25

We are using Teamwork Desk. You can give it a try, it’s good.

26

does it has purchase code verification option?

1 Like
27

No, it does not.

1 Like
29

There is an App you can install in Zendesk, which will allow you to verify license keys.

It validates the license key. Shows the username, purchase date and whether the user has a valid support subscription.
Unfortunately, it does not restrict users from submitting a ticket if they do not have a valid support subscription.

ticksy is great, but not cheaper. It is $9 per agent per month (or $8.33 per month if you pay yearly) and Zendesk starts at $5 per month.

30

I am also almost decided to use Ticksy as support forum (I don’t have one yet)
Could someone please share a link to their support forum using Ticksy?
I would like to see a live example before buying a subscription to them.

31

I use this.

  1. WordPress
  2. My Own created theme: https://github.com/swashata/ipt-knowledgebase-theme-wp
  3. bbPress
  4. nVerify https://codecanyon.net/item/smart-bbpress-nverify/6370189
  5. A bunch of bbPress plugins and one I created for myself. (Will be open sourced soon).

This gives me all the features you have asked on a self hosted solution.

32

Hi, I’m using BBPress forum + some plugins, my forum: http://khalilthemes.com/forums/ .

There is a plugin for Envato Purchase Code validation and it will automatically integrate with default wordpress signup form.

and just got this plugin : https://wordpress.org/plugins/simple-support-system/ .

I have not tested them yet!

33

Hi, everybody. I am developing my Helpdesk plugin for a customer support - https://codecanyon.net/item/catchers-helpdesk-premium-plugin/17938670

  1. E-mail is not an option for support if you have another person and like 5 tickets per day. Helpdesk allows you see what is going on - ticket status, responsible person.
  2. Online Chat is not an option for me too because I can’t stay at my computer all time.
  3. A license manager is a good option for clients to update new versions automatically. Woo Commerce integration allows you to see customer profile (lifetime value, orders, products) and all previous tickets.
  4. Zendesk, Intercome, Help Scout and Freshdesk - big for companies on our market and we all looking on they functionality.

Well, better one time to see it on Demo - http://demo.mycatchers.com
Please check and leave some comments here.

34

Hi All

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Any feedback is welcome