Hi Support,
I am intertested in using Tender on a website that I will be launching soon and had a few queries.
1) Is it possible to make all support tickets private?
I really like the knowledge sharing format, but would prefer to have all customers enquiries as private. We would then regularly upload FAQ's to provide customers with a searchable knowledge base that we have total control over.
2) What level of installation support do you provide with regards to helping get the software set up and branded?
I look forward to hearing from you.
Kind regards,
Simon
#1 Posted by Courtenay Support staff on 19 Jan, 2011 11:36 AM
1) Yes, you can create private categories, or you can make your whole
site invite-only./
2) We provide answers to your questions, but we don't brand it for
you. You'll need a web designer for that. Sign up for a trial - it's
really easy and you'll be up and running immediately.
#2 Posted by Simon on 19 Jan, 2011 11:48 AM
Hi Courtenay,
Thank you for coming back to me.
When you say invite only, what does this mean exactly? Would every customer have to register in order to send a support query through?
Thanks,
Simon
#3 Posted by Courtenay Support staff on 19 Jan, 2011 11:49 AM
Invite only means you have to invite users, they can't just sign up
(you can also whitelist domains). Or, you can set certain categories
(or all of them) to private, so all discussions in that category are
forced private.
#4 Posted by Simon on 19 Jan, 2011 11:57 AM
Hi,
Forgive me for sounding a little dumb!
We are looking for a support ticket solution, but only want to be contacted when customers have a query - we don't want to invite customers who don't have any problems.
We are looking to have a members area on our website and part of that will be a support ticket system, so customers can contact us with any queries they have and their questions are directed to the most appropriate support member.
We do not want all customers to see questions and answer, we will publish those that we want public.
Is this possible?
Thanks,
Simon
#5 Posted by Courtenay Support staff on 19 Jan, 2011 12:01 PM
Yes, that's basically what we define as a "private category".
We also allow you to automatically log in your users from your site,
so they click the "Support" link and they are all ready to start
reporting a support ticket. That's something you can investigate once
you're up and running.
#6 Posted by Simon on 20 Jan, 2011 12:16 PM
Hi Courtenay,
Thanks for all your help yesterday, I just had two further questions...
1) In terms of the custom branding, how simple it would be to do this? Do we simply add a logo and upload it to the support page? If not, what need to be done - do we create the support page and drop some code in to it, or how does it work?
2) Our requirements will be to use the system on a number of different websites, that offer support for different products. Does this mean we would have to purchase a license for each site?
Thanks,
Simon
#7 Posted by Courtenay Support staff on 20 Jan, 2011 05:28 PM
1) There's a place to put your own custom CSS.
2) You can have as many products as you like on your Tender install;
you just set up multiple categories.
#8 Posted by Simon on 21 Jan, 2011 09:31 AM
With regards to the second point - does this matter if the products are sold on different sites.
So we would need to different installs for differents products/sites.
Thanks,
Simon
#9 Posted by Will on 22 Jan, 2011 01:49 AM
There are several companies who have multiple Tender accounts, sometimes they just need to be split up as each product/service is it's own entity. It's not entirely uncommon to handle things this way.
Amanda closed this discussion on 26 Jan, 2011 06:54 PM.