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Archive for the ‘Customer Support’ Category

If you have a product or service and receiving support requests regularly, using a support ticket application is a “must” to handle them nicely.

Brimir is a free and open source support ticket app that is built with Ruby on Rails and makes use of the Foundation front-end framework.


The tickets can be received via e-mail and they are auto-piped to Brimir. It is multi-user and tickets can be assigned to selected team members.

There is support for attachments, tickets can have different statuses and also priorities to categorize them easier.

Brimir is optimized for mobile devices and has various other options for customization.

F.A.Q. pages are the most standard way online for informing and guiding users to help them find the answers to their questions about the service/app.

phpMyFAQ is a pretty stable and open source PHP F.A.Q. application that has many features for building a good F.A.Q. system.

A powerful admin interface exists for managing the categories, entries,  users and also viewing the stats.


It is possible to enable users to ask or answer questions and comment to them or keep it admins-only.

There is an advanced search system empowering users to locate the related answers with ease.

The F.A.Q. page has some ready-to-use modules like “most popular, latest or sticky questions”.

Its look and feel can be customized with HTML-CSS, interface has multi-language support and all questions-answers can be exported as a PDF (with automated table of contents).

Freshdesk, as you (probably) already know, is a full-featured and modern helpdesk application for handling support requests with ease.

It was featured at WRD before and you can check the complete review of the application to learn more about it.

Freshdesk Support Arcade

Recently, they have released an original feature named “Support Arcade” which aims to keep the motivation levels of support agents as high as possible with gamification.

Support Arcade converts the helpdesk to a game where agents can score points by resolving issues, resolving them fast and earn badges (Support Newbie, Speed Racer, Support Guru..) or level up.

There are also quests like “resolve 8 tickets within a day and earn.., publish 3 articles into the knowledgebase within a week and unlock..”.

Freshdesk Game

The logic is completely customizable so that every company can create games that fit best to their product/service or company culture.

How to join the giveaway?

In order to celebrate this new feature, Freshdesk is giving away 3 x “annual Estate Plans with  2 agents” ($960 value/each) to WRD readers.

For joining the giveaway:

  • Sign-up for the free version of Freshdesk
  • Comment or tweet “what feature you liked the most in Freshdesk” (please use hashtag #wrdfreshdesk if you’ll be tweeting)
That’s all and the winners will be selected randomly on 20 Nov 2012 (1 week later).
Good luck to all.


ClickDesk, an application that offers a wonderful combo of live chat and help desk (which was featured before at WRD), is giving away 5 annual Lite Plans to WRD readers. Details of the giveaway can be found at the bottom of this post.

What is ClickDesk?

ClickDesk Help Desk

For any brand/company who is willing to provide web-based support for their customers, standard e-mail is not enough.

It is hard to track the status of an e-mail conversation, manage multiple support departments (sales, technical support, accounting, etc.), analyze the performance and things get more complicated when the support team is more than a single agent.

ClickDesk is a hosted web application that can turn e-mails into easy-to-track tickets and offers web-based live chat + voice chat.

Live Chat

It works by copy/pasting few lines of code to the website and you instantly get a "click to chat" feature where users can start a web-based conversation.

The chat can either be initiated by the user or by a proactive pop-up automatically after a given period. And, the support agent can chat from his/her favorite IM application (Google Talk or Skype).

Voice Chat

ClickDesk Live Chat

ClickDesk offers browser phone and free local access numbers with voip live support in 40 countries.

Similar to the live chat, users can call you directly from the browser (or from their phones and Skype).

Help Desk

Besides converting e-mails into tickets, the help desk feature enables you to receive tickets from a web-based submission form as well (offline chats). Tickets can be replied, forwarded to other agents or favorited for easier tracking.

The help desk also works integrated with your favorite IM client and you can get notified via an IM message when a new ticket arrives (or you can even update their statuses via the IM client).

P.S. They also have a free plan to give the app a try before getting it.

Integrations with other products

The application has plugins for many popular softwares like Magento, WordPress, Prestashop, osCommerce, BigCommerce, CS Cart and more.

Also, an API exists for tighter integrations.

How to join the giveaway?

ClickDesk is giving away 5 annual Lite Plans to WRD readers and to join the giveaway:

  1. Follow @clickdesk and tweet this giveaway (click to tweet easily)
  2. Comment to this post (share your thoughts – optional)
  3. Like ClickDesk on Facebook – optional and for good karma : )

Winners will be selected randomly 1 week later (20 September 2012). Good luck to all.

The winners

Here they are:


  • Dexter (comment #731056)
  • mahendra  (comment #726086)
  • @christianklemp
  • @ClemSndr
  • Darren  (comment #732839)

Congratulations to the winners and thanks to everyone for joining.

Freshdesk Logo

For anyone or company who receives lots of support requests, just the e-mail is not enough to handle them successfully.

Users want to track their support requests, support team needs an interface to work collaboratively and the management should easily see "how the support is performing".

That's where the Freshdesk comes in. It is a full-featured and hosted help desk application which can automatically convert emails, Twitter mentions and comments on Facebook pages into support tickets.

The application smartly categorizes, prioritizes and assigns each request to the right support agent so that the support team saves a lot of time. Also, it is possible to create scenarios which can automatically perform the defined actions to the tickets that match the scenario.

Freshdesk Interface

There are many other features that empower the support team like canned responses, auto-recommendations from the built-in knowledgebase, splitting/merging tickets, transferring them to other agents and more.

Freshdesk is not all about support tickets, it also allows us to create a customer support portal with a knowledgebase to minimize the support requests. And, if they can't find the answer, they can still open a ticket via the portal and e-mail (or Twitter and Facebook).

Freshdesk Dashboard

We can also include the community to the support cycle by creating forums powered by Freshdesk so that they can ask question and get replies from other users (or the support team).

And, all these public pages can be branded to reflect you product or company, Freshdesk stays invisible in all the process.

A Freshdesk account can be set to support multiple products (depending on the plan), any number of agents can be added and it has a multilingual interface (perfect for distributed support teams).

Freshdesk Stats

The application provides many stats to quickly see the performance of each agent, department and product. Also, you can generate custom reports.

To sum up, Freshdesk is a robust solution to provide support via multiple channels and keep everything under control.

HelpOnClick LogoFor any website who is selling products/services and would like to provide a quick support to their visitors, live support chat systems are very useful as they are simple-to-use, return questions into sales better, analyzed easily and can be used by distributed support teams.

HelpOnClick, a feature-rich live support chat service, is giving away "10 Lifetime Basic Accounts ($19/month) with free Desktop Application ($59)" to WRD readers and also offers:

  • free plan upgrade (from Basic to Pro or from Pro to Deluxe) + free desktop application (normally $59) once you purchase the service by visiting their website from the links in this post.
  • partners (resellers or affiliates) who sign-up by visiting their website from the links in this post will get 40% lifetime commissions instead of 30%.

What is HelpOnClick?


It is a web-based and real-time live support chat service where visitors can instantly start chatting with you or leave a message when you are offline.

The application provides real-time traffic data, notifies you when a visitor is browsing your web pages and even enables you to start the conversation by "pushing a chat invitation" before the visitor asks for it (which can be a good method if you think the visitor is trying to decide between the products).

It is possible to chat with multiple visitors at the same time, thanks to features like "canned responses" and "seeing what the visitor types before the message is sent",  you can respond much faster.

If there are multiple support operators, the application can assign the chat requests randomly and also, chats can be transferred between operators (like forwarding an expert question to a senior).

HelpOnClick Stats

HelpOnClick has an advanced reports and statistics feature where you can analyze your support departments easily (number of support requests/day, operator statistics, etc.). And, you can search inside or display the past conversations anytime.

The interface of this chat support system can be customized with theming support and the ability to change every text + icons.

For the installation, all this functionality starts working by a one time copy-pasting of an HTML code.

How to join the giveaway?

In order to win one of the "10 Lifetime Basic Accounts", just comment to this post and winners will be selected randomly with the query below on 09 May 2011 (one week later).

SELECT * FROM wp_comments WHERE comment_post_id=2224 AND comment_approved=1 AND comment_type='' GROUP BY comment_author_email ORDER BY RAND() LIMIT 10

Good luck to all.

For a good user experience, it is always a good idea to display a "how to" on a  web page that requires an action from a user.

Embedded Help System is a wonderful jQuery plugin for creating visual and animated usage guides on a web interface.

Embedded Help System

It can be easily added into any existing web page and can display tip boxes that shows + explains the steps of an action. Or, it can perform an animated display of a mouse guiding the user on "things to do".

The plugin gets the settings from a JSON file and can focus on an element for a given period, style it (to emphasize the importance) and more.

There are various demos provided that are worth checking to see the functionality better (click the links on the left bar of the demo page).

For any website or business who collects data from visitors/customers, a privacy policy is must to disclose how the data will be used. is a free online service which eases creating one quickly.

Generate Privacy Policy

It asks several questions from the name of the business and URL to the type of data collected (and why they are collected). Once all details are mentioned, it generates a professional policy instantly.

The service requires registration (free) and can list any previously created privacy policies for managing them better.

Traffic Light Feedback, an instant feedback service, is giving away 3 annual accounts ( £180 GBP/account) to WebResourcesDepot readers.

Details on "how to winning the licenses" can be found at the bottom of the post, but before that:

What is Traffic Light Feedback?

Learning what your users are thinking on a subject (a new feature you're planning to add, how the support was, etc.) is so important to better shape products, services or plans.

However, nobody is interested in filling forms that requires time & focus.

And, this is where Traffic Light Feedback comes in. It offers a very simple way of getting feedback from users: asking a question & having 3 clickable responses (green, yellow and red) where users don't have to fill anything.

Traffic Light Feedback

You can create an unlimited number of templates (that carry your logo) to be sent anytime you want.

Every feedback gathered can be viewed from your dashboard & it is possible to set different e-mails to be notified for every traffic light clicked (which is great for taking proactive measures "for ex: customer support contacting the user if the feedback is red).

Adding customer lists to Traffic Light Feedback is very simple with the "import from spreadsheet" feature. And every e-mail sent has an "unsubscribe" link attached for allowing your customers to unsubscribe themselves.

The service also has a SOAP API for seamless integrations with 3rd party softwares.

How to win the licenses?

Commenting to this post is enough to join the giveaway & winners will be selected randomly via the query below on 8 March 2010 (1 week later).

SELECT * FROM wp_comments WHERE comment_post_id=1486 AND comment_approved=1 AND comment_type='' GROUP BY comment_author_email ORDER BY RAND() LIMIT 3

Good luck to all : ).

OTRS is an open source trouble ticket system for easily managing support requests in a multi-agent interface.

The application can auto-convert e-mails into tickets (e-mail piping) which "eliminates the need of using the web interface" for customers.

OTRS Support Ticket System

OTRS is used by large organizations like Opera, MySQL AB, BitDefender, Suse & has very nice features like:

  • transfer of tickets between agents
  • auto-calculation of hours worked on a ticket
  • powerful reporting
  • canned responses
  • multilanguage support
  • themable web interface
  • role-based user management
  • & much more..

OTRS is built with Perl & can work with different databases (e. g. MySQL, PostgeSQL, Oracle, DB2 and MSSQL).

It has one-click installers for multiple operating systems (including Windows).

Uptime Robot