Recently we started receiving too many requests for support. We discovered
that e-mail is not effective for such quantity of requests: it is hard to
prioritize them, there exists danger of loosing requests and so on. And,
which is also important, the questions and answers are not communicated
between users. Any sort of web forum or mailing list can solve this
problem, but we still think that some sort of direct communication between
us and customers is required.
So we decided to implement our own support system with tickets. It allows
submitting a ticket through the web-site, which specifies custom attributes
like OS type, version of the program and so on. Later the discussion can be
continued by e-mail or via web-interface. Any changes in the ticket are
sent to the customer by e-mail. At any time the user can review status of
his ticket or submit additions.
Requests containing no private information can be reviewed and accessed
publicly. This will help a user to share information with others and avoid
submitting a ticket if similar answer already exists.
We do believe that our customers will appreciate our new support system.