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searching for technical support software

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Last Modified: 2020-03-28
I am looking for software that will allow our organization to create a technical support interface for our organization.

The software must allow our technical support team to view the message and photo and provide feedback.

we are hoping to find a commercially available software product which has apps for iPhone and android.

suggestions?

for example, a client may post a photo of an electronic component and raise the question, “our quality control department noticed an unusual texture on the underside of an sn7400N parts that we received today.

please review the photos attached and advise whether this should be a concern.
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Dimitris MaleasData recovery engineer
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Commented:
Hi,
If you wanna give a good customer support the best service is a real time chat. Just install one of the good commercial chat applications like zendesk, (https://www.zendesk.com). Thow will give you a real time response from customers. An the case that you do not have any available to answer, thay can also send you a message with photo. The chats programs usually inform you about a ticket in any device (android, iphone, PC)

Author

Commented:
Unfortunately, a real time chat would not work for us as we cannot have dedicated engineering support staff.

instead we would have approximately 50 engineers engaged in their daily tasks.. which would have nothing to do with providing support to this forum...

we do not expect much volume.. perhaps three questions per week... but when these questions are posted we would like all 50 engineers to receive a message.. to allow only those who have time to engage to do so.
Dimitris MaleasData recovery engineer
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Commented:
In this case even a simple contact form which will send the message as email to all engineers would be enough.
For 3 tickets per week it is not good idea to buy a cloud ticketing system or install one.
You can also just have an email address like support@yourcompany.gr which will be an alias to a mailing list with all your engineers as members.

Author

Commented:
@Dimiris.. A simple email system will may not allow our support engineers to collaborate and provide group agreement which is important.

We want to be able to collectively converse in a similar manner to the way engineers do on this site.

A site that worked similar to EE would be ideal for us.
Eoin OSullivanConsultant
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Commented:
Zendesk is not just chat it has a Helpdesk system too which works with emails and supports attachments - https://www.zendesk.com/help-desk-software

There are lots of Helpdesk / Customer Support platforms out there .. the fancier ones cost on a PER USER basis or for certain numbers of login users.  If all your engineers are able to respond then perhaps you only need one or two logins and all engineers can use the same login if required.  You could create a mailing group  e.g. support@yourcompany.com and put all engineers on it so that new tickets and updates are copied to all the relevant staff and any can respond on the Helpdesk system

I'm going to give you 2 options both of which I 've used and can recommend but a two ends of the spectrum
OSTicket - https://osticket.com - its free and open source and is bundled in Softaculous which is included in cPanel which is used by thousands of web hosting companies so it may well be available to install on your own webserver or for a few pennies per month as a standalone hosted system. There are several Customer support portals for Free in  Softaculous e.g. - https://www.a2hosting.com/kb/installable-applications/softaculous/customer-support

JIRA Service Desk - https://www.atlassian.com/software/jira/service-desk - its free for up to 3 login agents but costs rise per unique user.  Highly configurable and has the ability to report. track create workflows and much much more.
David FavorFractional CTO
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Distinguished Expert 2019

Commented:
ZenDesk will likely work best.

Realtime chat is an optional feature, not the core feature set of ZenDesk.
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Most Valuable Expert 2012
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Commented:
If you can put up with advertising/nagging messages, we used Spiceworks at a previous job:
https://www.spiceworks.com/free-help-desk-software/?utm_medium=internal&utm_source=community_tools&utm_campaign=community_tools

Never tried their IOS app but they say they have one.
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