How well does Tender support different tiers of customer support?
Assume you have an open source project, which you would like to also provide paid support for. It would be nice to have a place for the general community to have a place to ask general questions and get support. But if you have customers that are paying you for support, you probably need to accelerate the answer that those folks get.
My question is, how does Tender deal with supporting different levels of support, for different audience groups? Do you create user accounts for your paying customers and sort them into groups? Can you then filter questions based on group?
Thanks for the help, and I look forward to giving this product a try.
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Support Staff 1 Posted by Courtenay on 20 Jan, 2009 07:56 PM
We don't differentiate customers; however, the simplest answer I can give you right now is that you could create a separate category for paid support vs public support, and respond to the paid category much more rapidly.
We're actually launching paid support for an open source project ourselves. The way I'm doing it is having a separate application which handles billing and uses the "shared authentication", setting a cookie with their account balance which shows up to site support only.
2 Posted by rick on 20 Jan, 2009 10:49 PM
We'll be adding support for site memberships. When you invite members, you'll specify that they're either part of your support team or just a normal user. So, there'll be two options that I see:
The billing application that he mentioned that uses the Tender cookie authentication won't exactly work however. The users that it creates are not created as memberships by default. But this is definitely on our radar and should be taken care of sometime in a next few months.
Support Staff 3 Posted by Courtenay on 20 Jan, 2009 10:56 PM
Unless you broke something with the memberships branch, rick, the
users are automagically created when the person visits the site with
the hmac cookies :)
On Jan 20, 2009, at 2:49 PM, Tender Support wrote:
4 Posted by rick on 21 Jan, 2009 12:57 AM
Hmm, that may be sufficient, I may be thinking back to a week ago when we had the Membership model. Okay, carry on!