On this week we are launching help desk system on Aurigma website.
In fact it is already available, and you can start submitting support cases. But before we start using it into full force, we would like to test it and see how people take it. Also, some bugs still may encounter (for example, today one of our customer reported about problems with Mac which we have successfully fixed). So we do not like an idea to shut down our existing support system.
Currently we are using Microsoft Dynamics CRM 3.0. It has a service module which we use to track all issues submitted by our customers. When we have implemented this module about one year ago, it solved certain problems, but now we face new challenges. In particular:
So we analyzed how we could overcome these problems, and found out that we need to implement some web-based help desk system instead of CRM.
Our first idea was to find some out-of-the-box solution, implement it on our website and integrate with it. But surprisingly we did not find anything which would work fine for us. All these system would require too much customization (time expenses comparable with creating it from a scratch). So we thought - we are software company after all! Couple weeks of development, the same amount time of testing and the new Aurigma help desk system is ready to go.
Let me outline concepts of this help desk system briefly:
So we finished this system and to tell the truth, I like it. It looks capable to solve all goals we determined for it: decrease time necessary to solve issues and improve support quality. So let's see it in action, and I sincerely hope you will love it as strong as I do.
Aurigma is a software company specialized in creating products for web developers: