90p Admin

Is something like Assistly or Zendesk -- basically help desk software -- an option for 90Minds? Curious if instead of posting support issues in Socialcast that we make support tickets somehow. That way we capture resolution and can knowledgebase the solution. Maybe it's a dumb idea because the cost of these helpdesk solutions seems high (typically about $49/user per month) and I'm sure not seeing us purchasing a 20 user license. However it's a thought. Maybe to get the wheels churning. Let's assume that whatever Sage does with their re-branding that ""help the VAR support our products"" will probably be somewhere between 20th to 50th on their list of important agenda items. Ultimately the goal would be to capture the questions and turn them into KB articles which were private only to 90Minds.

I also think as Sage moves to broaden their support that we likely need to have great metrics to capture and respond to our client incoming support case requests. I get a lot of general email queries and am thinking that I need to implement a help desk solution that would track them and also automate some of the customer followup -- for example letting the person know the resolution.

What about using SageCRM to track and manage these things? We use it internally for our help desk and users put in requests via a portal.

Is this totally web based? I'm not setting up any servers or supporting anyone in setting one up.

Is SageCRM web-based? YES - only web-based.