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vBSEO's Ticket System Now Powered by DeskPro to Improve Your Support Experience

This is a discussion on vBSEO's Ticket System Now Powered by DeskPro to Improve Your Support Experience within the vBSEO Announcements forums, part of the Announcements & Pre-Sales category; The vBSEO Total Support Team is very pleased to announce that our new Ticket System and Knowledge Base (Powered by ...

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Old 12-01-2008, 12:14 PM
Philipp Herbers's Avatar
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vBSEO's Ticket System Now Powered by DeskPro to Improve Your Support Experience
The vBSEO Total Support Team is very pleased to announce that our new Ticket System and Knowledge Base (Powered by DeskPro) has been launched.
  • Knowledge Base
  • Email Spam Issues Eliminated
  • Faster Response Times


Although we are very proud to have received great feedback in the last few years on our support services, we are confident that this new system will allow us to serve you even better. Here is how we expect improvements:

Knowledge Base

The built in knowledge base allows customers a self-service tool when creating a ticket.
  • Using an intelligent matching feature, the DeskPro system will try to match your help request with an article to help you instantly.
  • While the vBSEO Total Support Team will be standing by to serve you, the knowledge base will allow you to get instant solutions with zero delay while waiting for our team to find your ticket.
Email Spam Issues Eliminated

One critical problem with our current support structure has been lost emails. Our incoming sales & support emails often seem to get caught in spam filters or buried in overloaded inboxes causing them to receive delayed responses or even (in some cases) missed.

Since DeskPro monitors these sales & support email accounts, it will ensure that the entire vBSEO Total Support Team is at your service whether you open a new ticket or just send an email. The spam problem, or overlooked emails, will be eliminated!


Faster Response Times
Once your ticket gets created, you can expect the same responsive service from the vBSEO Total Support Team that you have come to expect with our current ticketing system.

However, we believe you may also see faster response times as the knowledge base enabled some customers with basic questions to be instantly self-served.

For those who need feedback directly from the team, we will be there and ready to assist!

Note: The support system still requires your vBSEO license to be non-expired to get technical support.

However, non-technical requests received via the sales or support emails (before you are a customer or after your vBSEO license has expired) will still be serviced.

We discovered a problem in the past for users wanting to buy vBSEO for the first time, and also existing customers with expired licenses, who had difficulty getting in contact with our team. They were directed to the less efficient PM system or Contact Us form. This old problem will now be eliminated as well with the new system.

The team will be monitoring the new ticketing system and making tweaks and adjustments as needed during the first few weeks. We will also keep our original ticketing system open for those of you with tickets that are yet to be closed, but we will NOT be accepting new tickets in the old system.

Please let us know if you have any questions.

We are extremely excited to be taking our vBSEO Total Support Team to the next level of performance for you.

Regards,

vBSEO Total Support Team
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Last edited by Philipp Herbers; 12-01-2008 at 01:19 PM.
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Old 12-01-2008, 07:29 PM
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This is really good
specially the Knowledgebase section

Thanks
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Old 12-01-2008, 07:31 PM
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Quote:
Originally Posted by al-taif.net View Post
This is really good
specially the Knowledgebase section

Thanks
We are very happy about the new system, and we will be building up the knowledge base very quickly to include much more helpful resources.
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Old 12-01-2008, 07:45 PM
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Fantastic News!
And - surprise! - already is online!
Congratulations!
All the best
joao barroca
aka beduino
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Old 12-01-2008, 08:20 PM
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This is good news!

Thanks
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Old 12-02-2008, 02:01 AM
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Looks very nice. Knowledgebase was very much required.

Will old tickets data be imported to the new system, or is it lost?

And I see that there is no GMT + 5:30 hours (India time) to set in timezone setting.

Thanks
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Old 12-02-2008, 02:35 AM
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Fantastic News!
Very good...thanks!!
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Old 12-02-2008, 02:48 AM
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Fantastic
Fantastic
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Old 12-02-2008, 03:11 AM
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thats Very Good News ...

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Old 12-02-2008, 03:45 AM
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Excellent work guys.
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Old 12-02-2008, 06:35 AM
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Old tickets will not be imported but we will keep them in database.
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Old 12-02-2008, 11:10 AM
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thats Very Good News ... Thanks
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Old 12-02-2008, 03:38 PM
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Cool but what happened to the old tickets are the gone forever or still there as old tickets?
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Old 12-02-2008, 03:43 PM
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You can get access to the old tickets, but all new tickets should be entered into our new system.
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Old 12-02-2008, 08:32 PM
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thats Very Good News ... Thanks ...good wark
Last edited by Michael Biddle; 12-02-2008 at 09:03 PM. Reason: Removed Signature
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