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5

Various enterprise-level email systems have built in spam filters, things like Google Apps, MS Exchange etc. If you're hosting your own email, you'll have to setup your server with some sort of third-party spam/blacklist software, this will be a bit more complicated and will warrant some further research.


4

Olark is gaining some momentum in the startups / smaller more dynamic sites space. AFAIK the high-level picture of Olark is: Javascript-only on the website with a hosted backend (SaaS monthly subscription) and browser- and mobile clients based on common Instant Messaging protocols.


4

Here they are some more: http://www.volusion.com/live-chat/software.asp [FREE AND COMMERCIAL] http://www.livezilla.net/home/en/ [ONLY COMMERCIAL] http://www.providesupport.com/prices/index.html [ONLY COMMERCIAL]


4

How odd ... I can "answer" but I can't "comment". Anyway... Are you sure the user is doing it on purpose? You don't mention what e-mail system you are using, but (for example) in GMail, the two buttons are right next to each other; the "delete" is a trash can and the "spam" is a stop sign. In Yahoo mail, the "delete" is a trash can and the "spam" is an ...


3

There is no easy way to resolve this issue. I stopped using email all together. I prefer to have all contact done using a main "contact" form on my site. Using emails addresses became extremely frustrating. On the contact form I include a drop down box that includes different departments so users can select where the email should go like "support", ...


3

You can try to obscure the support email address by avoiding common terms like staff@ and support@ while using some variation that is easy to tell customers. This foils low-level spammers that just constantly hit those common addresses on every domain. You can also try to further obscure the email address by using a form that submits mail to the address ...


3

I think OSticket is what your are looking for http://osticket.com/ Screenshots via http://osticket.com/tour/ I'm using it for 2 different websites on the same installation we their own premade replies and identities.


3

Redmine is a very flexible project management system with issue tracking. I have several instances, created for different companies, and I'm very happy with it. It supports multi projects, it's easy to use and configurable. You can install it on your server. There's also a fork called Chiliproject.


3

Both your examples above use Tender from a company called entp. You could also try Zendesk which is used by companies such as Twitter. If you wanted to go down the more community route, you could use Get Satisfaction.


3

Well, generally no, I don't. Websites are often complex tasks, so I prefer to develop a personal relationship with the client. Instead of robotically gathering the information that's needed (nothing's wrong with that, really), I find out where this person or company is coming from, what their vision is, and how they really feel about this project. I talk ...


2

I can't think of any off-hand, but it seems like what you want is a knowledgebase or expert system. This is a very active area of research and software development, and you should be able to find many open source solutions (many developed by academia). These allow users to troubleshoot their own problems. For instance, you could have an expert system that ...


2

Kayako offers a hosted or self hosted solutions. There is also some open source solutions but I've never used them. I have used Kayako and it's not bad. OTRS - http://otrs.org/ osTicket - http://osticket.com/


1

As an alternative to osTicket, since you're running a software company which likely includes development also, I'd recommend taking a look at Jira. This offers an easy path for tracking and converting support issues (such as bugs) into project issues and tasks that can be assigned to individual staff or groups. For more on its features see: Jira Features ...


1

I would not use OSTicket for help desk if security is a concern. It's fine for simple support options but since you are developing software there is a PR cost to you if you use a tool that isn't up to standards or expectations. You want your users/customers to feel that you are a professional operation all the way around...short cutting on the web site can ...


1

Without knowing exactly what happened with your host, generally speaking there should never have been any loss of data - especially when the host is upgrading software they offer (which is usually the case w/ Horde). Regardless of the circumstance, if the host is going to upgrade/modify a portion of your hosting that could result in data loss, it is ...


1

You can take Fax orders by credit card (Yes people fax orders) both in the US and International Western Union, it's available in a lot of countries in Europe in their post offices Moneybookers, it's another form of PayPal popular in England SWIFT wire transfers Cash/Euros people will send cash if the price is right Cheque/Checks and International Money ...


1

I agree. I think the personal approach is the best option but with larger enterprise scale projects a more structured approach may be required. This article contains all of the best resources I have seen on the web about requirements gathering: http://qwertyphilia.com/2008/11/requirements-gathering-for-web-projects/


1

Wow... can I just say you are looking at this all wrong? Their is no way someone could say make this change and you will get x result because the whole thing is a totality. Except speed. If you increase speed you get an increase. Having said that, you could work with someone like conversionvoodoo.com to work on the site and say you will get at least a ...


1

I use an online help desk application for this. There is an open source program called osTicket, and the website is: http://osticket.com/ From their website: osTicket is a widely-used open source support ticket system. It seamlessly integrates inquiries created via email, phone and web-based forms into a simple easy-to-use multi-user web interface. Manage, ...


1

As mentioned by danlefree Thunderbird can handle multiple email accounts. They can go into their own separate folders or into one group of folders known as "local folders". Thunderbird also allows you to set up signatures and quickly switch identities when sending mail. There are lots of tutorials on how to do this. This one looks like a good one.


1

Doesn't zendesk do this? When I open a ticket at chargify.com I receive the ticket email. I then get an email letting me know who (which rep) my ticket was assigned to. When I get a response or check my ticket to add or reply to, on the right hand side I see the image (avatar) of my rep and his name. When my rep answers my questions in his signature he ...


1

Hesk is free (very small licence fee if you want to remove the powered by tag $40) very feature rich, sold and gets both thumbs up from me. http://www.hesk.com/ I love it and it ticks all of your requirement boxes


1

http://www.comm100.com/ is a good option and free too. When we were thinking about live chat for our site we narrowed down to Liveperson and Comm100, then later on selected Com100 as it has various customization options and above all free of cost (eventually we didn't implement any chat support because of various political reasons in our office).


1

You can do partial refunds in Magento quite easily. Go to the order that needs a partial refund, click Credit Memo and then scroll down to the table of products the customer purchased. Change the quantities to the amount you want to purchase and then continue with the credit memo. -- If the products are stock managed items (i.e. if the stock level ...


1

It sounds like HM is encountering a limitation in their hosting automation software. Add on domains are typically configured first as subdomains for the parent domain, and then aliased via CNAME and virtual host directives in the web server's configuration. So yes, you are correct, switching them around is entirely possible. This is also why 'add on' domains ...


1

Take a look at Bold Chat it has a nice feature which lets you setup triggers to open custom chat windows based on keywords in the URL, time on page, referring URL and more. http://boldchat.com/live-chat-features-chart.asp


1

LiveZilla is a free and open source customer-service chat application. PHP Free Chat is a LGPL licensed open source chat-room chat application. Both of these are mature, full featured programs with a large user base and strong community support.


1

Neither LAMP stack nor free, but I thought I'd throw this out there for posterity. WhosOn is a decent piece of monitoring software that also has chat functionality. They have both a hosted solution or a one-time fee version. I currently use an older version strictly for monitoring, but if I implement live chat then this is what I'll use.


1

Edit: just realized you wanted a free solution. Sorry, the following is not free, but paying gets you a whole package with no build time. I've used LivePerson extensively at two different companies and their support is excellent, the customization capability is excellent, and it's got a good pricing structure that doesn't limit how many operators you have, ...


1

You can show your Skype status on your website. Skype has so many add-ons, including chat rooms, that you can pretty much do anything with it. If you're wanting other options, take a look at this list of 10 Chat Widgets. CoverItLive is pretty popular as well, but it might not be quite what you're looking for.



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