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Abhi

Abhi

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Do you think a forum is suitable for a support system ? ie, something very similar to a ticket based system ?

Can product owners rely on forums for providing official support without actually compromising customer privacy ?
 
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> @Abhi Do you think a forum is suitable for a support system ?

Yes, these days with improved permission system, it is possible.

> @Abhi something very similar to a ticket based system ?

Not as good as a ticket system. I think a ticket system is easy to maintain and simple.

> @Abhi providing official support without actually compromising customer privacy ?

Yes, a lot of product support people do that. All they need to give away is a public user name. Everything else can be private if you tweak the board well.
 
Abhi

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> @admin easy to maintain and simple.

I think this is true. Also in the ticket system we can include more personal information compared to other platforms.
 
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To be honest, a forum with permissions like only user and staff can read will work just like ticket system if you set up email notifications as well.

But yes, the kind of layout and a few other things, a ticket system is meant to be one. That will give them an upper hand when it comes to UX.
 
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phenomlab

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I don't see the sense in reinventing the wheel here. Open Source projects such as osTicket handle this very well and are established / stable.
 
Abhi

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> @phenomlab Open Source projects such as osTicket handle this very well

Which is the best ticket system available ? Is it open source as well ?
 
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phenomlab

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@Abhi osTicket as I mentioned above. It's open source too...
 
Abhi

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It is good, better than paid options ?
 
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phenomlab

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@Abhi Yes, very much so. I've been using it for years, and it just gets better
 
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Do you use it at work ? Nice that you get a chance to try various software at work too. :)
 
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phenomlab

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@admin yes, I use it at work. I actually wrote the previous system from scratch, but only went to osTicket because I didn't have time to maintain my own creation.
 
Abhi

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> @phenomlab I actually wrote the previous system from scratch,

👍

Which language did you use ? PHP ?
 
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> @phenomlab I actually wrote the previous system from scratch,

Awesome 🎉
 
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@Abhi yes. PHP for the back end and html / jQuery for the front end
 
Abhi

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Today, I read an article on how to provide support when call centres are down. They were talking about

[*]1. Forum community
[*]2. Ticket system
[*]3. Online chat
[*]4. Knowledgebase
 

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