Multi product support
Yes, this little chestnut again .. I've read a few forum questions and answers, but I did not see the definitive word on Tender's ability to support multi-products. My company is involved with five similar, but different products. I'd like to be able to support them through one Tender, which has the ability to divide the support tickets into the five buckets,
We also need around 20 people having support access thru the tender. Which plan would you suggest we purchase ?
Thanks
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Support Staff 1 Posted by brandi on 08 May, 2013 07:09 PM
Hi Paul,
As of right now, we don't have full, multiple product support in a single Tender instance. Supporting multiple products through one Tender is possible, but I would only recommend it if your volume of support questions for each product are relatively low. You can create categories for each product and separate them in that fashion, though if you require more granularity for each product (for example a billing category, a questions category and a problems category) you may find using one instance of Tender unwieldy (like Billing App 1, Billing App 2, Problems App 1, Problems App 2).
I would recommend planning on getting a new instance of Tender to handle additional products. Plus, you can brand each instance to match your colors/logos etc. Multiple accounts also receive a 15% discount.
When you say "support access", do you mean your support staff/team answering user's questions, or the users needing support? Once clear on that I can help you choose the right plan fit.
Thanks!
Brandi
2 Posted by paul.nedley on 08 May, 2013 07:26 PM
Hello Brandi, thanks for the reply.
We’ve been with Zendesk for two years now, and we’ve been patient enough waiting for an answer to the multi product support issue. We really do need a CMS which has that ability.
Yes, I do mean our own support staff answering user’s questions. Please excuse the ambiguity.
Paul
Support Staff 3 Posted by brandi on 08 May, 2013 08:22 PM
Hi Paul,
All of our plans come with 1 support seat, each additional seat being $20.
If you'd like, I could attach this discussion to the multi-product dev ticket which would update you once this feature is released.
Let us know if you have any further questions.
Best,
Brandi
brandi closed this discussion on 09 May, 2013 08:50 PM.