Testing new support method

With Sarah's hiring, Atlassian hit us with a bill of $4300 to continue to use Jira Service Desk for support. No ticketing system is worth that much money, let alone Jira Service Desk, which has few features that we need other than that it integrates well with Atlassian's other tools.

We're evaluating chatwoot, a new ticketing system that allows real-time chat. It integrates a number of "inboxes" that allow the customer to request support, and the customer doesn't even need to know that chatwoot is being used to manage tickets behind the scenes.

If you have need of a ticket and want to try something new, we currently are testing facebook messages. You can send a direct message to Prohashing's facebook Page, and it will be entered into the ticket system. If someone is available, you can talk to him or her in real time; otherwise, you'll receive a response through facebook when someone reads your response.

If customers are satisfied with this new system, we will discontinue Jira Service Desk and add support for twitter, Telegram, Slack, E-Mail, and a chatbox on the website. Try it out if you're interested, but don't submit support tickets just for the fun of it; make sure that you actually have a real issue. We'll request feedback from customers who have used both systems to find out which one they like better.

What is the link to your Facebook page?

Telegram support would be great, it works well and it's not Facebook. I'm not making a facebook account to contact support.

Steve Sokolowski wrote: With Sarah's hiring, Atlassian hit us with a bill of $4300 to continue to use the Jira Service Desk for support. No ticketing system is worth that much money, let alone Jira Service Desk, which has few features that we need other than that it integrates well with Atlassian's other tools.

We're evaluating chatwoot, a new ticketing system that allows real-time chat. It integrates a number of "inboxes" that allow the customer to request support, and the customer doesn't even need to know that chatwoot is being used to manage tickets behind the scenes.

If you have need of a ticket and want to try something new, we currently are testing Facebook messages. You can send a direct message to Prohashing's Facebook Page, and it will be entered into the ticket system. If someone is available, you can talk to him or her in real-time; otherwise, you'll receive a response through Facebook when someone reads your response.

If customers are satisfied with this new system, we will discontinue Jira Service Desk and add support for Twitter, Telegram,gbwhatsapp, Slack, E-Mail, and a chatbox on the website. Try it out if you're interested, but don't submit support tickets just for the fun of it; make sure that you actually have a real issue. We'll request feedback from customers who have used both systems to find out which one they like better.

What is the link to your social accounts

This new method is now the default, with options for facebook, twitter, E-Mail, and website support (if you are logged in.)

If we have an open ticket under the old Jira system that we are still waiting for a response on, will that still work or do we need to make a new support request via one of the new channels, such as Facebook Message? My ticket is waiting for Chris to check on an issue regarding donations and I haven't heard back yet.

bMeister1 wrote: If we have an open ticket under the old Jira system that we are still waiting for a response on, will that still work or do we need to make a new support request via one of the new channels, such as Facebook Message? My ticket is waiting for Chris to check on an issue regarding donations and I haven't heard back yet.

You'll still get a response under the old system if you had previously submitted a ticket there. If the new system doesn't work well, we'll change back to the old system completely before September.

steve_empire wrote: What is the link to your Facebook page?

Good morning! Our facebook page is: https://www.facebook.com/prohashing

NearlyDeparted wrote: Telegram support would be great, it works well and it's not Facebook. I'm not making a facebook account to contact support.

Good morning. We're looking into Telegram support. For now, it works through Facebook, Twitter, and email. If you are not interested in having Facebook or Twitter, you can send an email to help@prohashing.com, and it will go to our support system as well. The best way with this new system is the orange support button that appears at the bottom of the Prohashing site when you log in. If you request support that way when logged into the system, we can automatically verify your information without having to ask you for your username, etc.

petercallun wrote:

Steve Sokolowski wrote: With Sarah's hiring, Atlassian hit us with a bill of $4300 to continue to use the Jira Service Desk for support. No ticketing system is worth that much money, let alone Jira Service Desk, which has few features that we need other than that it integrates well with Atlassian's other tools.

We're evaluating chatwoot, a new ticketing system that allows real-time chat. It integrates a number of "inboxes" that allow the customer to request support, and the customer doesn't even need to know that chatwoot is being used to manage tickets behind the scenes.

If you have need of a ticket and want to try something new, we currently are testing Facebook messages. You can send a direct message to Prohashing's Facebook Page, and it will be entered into the ticket system. If someone is available, you can talk to him or her in real-time; otherwise, you'll receive a response through Facebook when someone reads your response.

If customers are satisfied with this new system, we will discontinue Jira Service Desk and add support for Twitter, Telegram,gbwhatsapp, Slack, E-Mail, and a chatbox on the website. Try it out if you're interested, but don't submit support tickets just for the fun of it; make sure that you actually have a real issue. We'll request feedback from customers who have used both systems to find out which one they like better.

What is the link to your social accounts

Hello! Our facebook page is: https://www.facebook.com/prohashing and our Twitter handle is @ProHashing. If you would like to submit a support request through email, you can do it at help@prohashing.com. You can also request support by clicking on the orange Support button at the bottom of the website if you're logged into site. That is the best way because when logged in we can automatically verify your information without having to ask you again for your username, etc.