I just thought I’d post a little reminder that I have a support desk at:-
http://www.Vendiva.com/support/
which uses TicketDesk Pro my help desk software.
The reason I’ve posted this reminder is because when I checked my email yesterday, I’ve had 3 people who are clearly frustrated because it seems I’m not answering their emails.
In fact, I’ve answered all of them, including all 4 of Catherine’s (if you’re reading this), so don’t think I’m ignoring you. Email gets checked twice a week now, with my goal for it to be once a week, but the support desk gets checked several times a day.
The problem is, as I’ve said before, even though I have both domain keys and SPF records in place to authenticate my email (and I also use AuthSMTP on some accounts), ISPs insist on filtering a lot of what they consider to be business email. From their point of view, they supply internet services to home users and therefore will only allow “home usage” email to be delivered.
If you’re running an internet business, then create a business email account off your main domain, and use that instead. No more ISP filters and you can communicate fully with the world again.
But if you really want to get my attention, then use my support desk. And if you want to ease the load on yourself, get a copy of TicketDesk Pro, it’s extremely easy to use. Before TDP, I was spending 2 hours a day on support by email. Since installing TDP, it takes me no more than 30 minutes to do all my support, and that’s with checking at regular intervals.
The reason it’s all become a lot faster is because I’ve fully loaded it with Frequently Asked Questions (FAQs) and Standard Responses (SRs).
The FAQs catch most problems, and the SRs catch the bulk of the rest. In practice, many of the SRs are repeats of the FAQs as some people like to be told rather than look it up. That’s okay, it takes me a few seconds to read, select an SR and add it to my reply.
I’ve come to rely on the Standard Responses so much that I’ve created often used URLs in there. So now I can select an SR, add it, then select a URL and add that too. Or I can combine several SRs to create a fuller answer.
If you’re struggling with email yourself, then TicketDesk Pro is definitely the way to go to reduce your workload. It’s easy to use and it has some great benefits.
