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Tender for small company internal support

• Edit

Zsolt

24 Feb, 2012 07:38 AM

I would like to setup tender for small company for internal support.

Wee need a followings only:

1. Collect and discuss problems, ideas, praises, mark them with flags
   "planned" "under consideration" "done" etc
2. Attachment possibility for new topics or comments (jpg)
3. Keep it private, hide from public (users need to log in to discuss or
   make new topics)
4. Separate topics in free different department(group) like office,
   manufacturing, installation. Department's topics not visible for other
   department.
5. Make a couple of topic group for each department
6. Build a knowledge base from topics done or answered
7. Tag the topics for easy search

Do you do all of the above?

1. 1 Posted by Amanda on 24 Feb, 2012 06:09 PM

   

   I'm not sure exactly how you want the flagging to work in your first bullet, but we do have queues which may work for this purpose. Otherwise, we provide the functionality in your other bullets. I'd recommend signing up for a free two week trial (no credit card information required) to see if the queue functionality will serve your needs.

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2. brandi closed this discussion on 28 Feb, 2012 07:14 PM.

3. Zsolt re-opened this discussion on 28 Feb, 2012 11:00 PM

4. 2 Posted by Zsolt on 28 Feb, 2012 11:00 PM

   

   Hi

   flag: I would like to use more status for topic not just open and resolved. I would like to set topic to "under development", "planned", "on hold", "next year" etc. Or kep the status like now but flag them somehow like uservoice or getsatisfaction

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5. 3 Posted by Amanda on 29 Feb, 2012 08:23 PM

   

   Is the flagging intended for internal use or as an indication to the user of where you are/what you are considering?

   If the former, I think you can accomplish this through the use of queues (or better yet, through milestones in our sister product Lighthouse. If the latter, we don't currently have a way to reflect the status of issues to the user at a glance.

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6. 4 Posted by Zsolt Kurucz on 29 Feb, 2012 08:36 PM

   

   Thank you

   I wanted to ask also what is the difference between Tender and Lighthouse.
   For first sight (and I never used this kind of product) almost nothing,
   Each one for tracking issues just a little bit different format.

   Thanks
   Zsolt

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7. 5 Posted by Amanda on 29 Feb, 2012 08:43 PM

   

   Not exactly. Lighthouse is a ticket tracking system. Tender is a customer service platform. Customers can raise customer support issues via Tender. If the issue is a bug, you can create a ticket for that bug in Lighthouse. To think of it another way, Tender is for your customer support staff and Lighthouse is for your developers. Depending on your type of business and how you plan to use the software, you might not need or want both products. For our clients that have a large volume of support with issues that are both technical (bug reports) and non-technical (billing issues, questions about features, etc), using both Tender and Lighthouse in tandem keeps the issues well organized and uses developer time on things that are relevant to them. There is a completely free version of Lighthouse though if were interested in testing the product or using it in tandem with Tender.

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8. 6 Posted by Zsolt Kurucz on 29 Feb, 2012 09:04 PM

   

   Ok I understand more now
   We are a small costum make furniture make company with lot of
   problem(installation,manufacturing,planning, site measuring, etc) Office
   and workshop in London Planning in Hungary , factory other part of Hungary,
   Marketing, Finance diferent part of UK.
   I thougth Tender would be good for internal support. All coworkers can
   raise an issu, problem, question etc and like custumer support managers
    can sort out some issue factory etc, so we have a platform to collect and
   keep eye on everything, then something sorted out goes to knowedgke base
   then easy to search ,learn for ne staff. What do you think is Tender
   enough? I liiked the simplicity. Lighthouse little bit complicated for me
   as I didnt use this before.

   Thanks
   Zsolt

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9. 7 Posted by Amanda on 29 Feb, 2012 09:45 PM

   

   I think Tender would work great for your purposes. Lighthouse is generally speaking more for internet technical oriented companies that have to deal with bug reports.

   I think through the use of categories and queues, you can create an environment that will be easy for your customer support managers to sort the issues to make sure they are directed toward the appropriate personnel.

   We offer a free two week trial of Tender (no credit card required). I would recommend signing up for a trial and seeing if Tender will be the right fit for your team! We're happy to answer any questions you have while experimenting with the trial.

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10. 8 Posted by Zsolt Kurucz on 29 Feb, 2012 10:22 PM

    

    I am already in the trial and one my question is very important for us to
    show for the people who has a problem which is their issue status and not
    enough only open and solved :( but i understand you already answered.

    zsolt

    • Edit

11. Amanda closed this discussion on 05 Mar, 2012 11:17 PM.