Has anybody ever used them on their site? I've only really seen them used by forum software support teams and web hosting companies. And once I saw a forum with them. But they're rather uncommon for the average website. But, they can be a useful resource. This way, users who need support can recieve it in a private matter. And those who'd like to report a broken link or get into contact with the site staff but don't want to divulge an email address can do so in a secure fashion. That's why I'm shocked few people use them.

Anybody here tried it?

Support tickets are alright. The script is real complicated though because with them, you have to integrate your email in with them, and can be a pain in the behind. If you are using a forum, just create a forum for support, make it private and that is where you can post support questions, etc. Bold Chat or any one of those chat services are probably better than support tickets, as I have used them before, and don't mind them.

Jason F.

The thing is though, a support forum can't be implemented on sites without message boards. And then, if you're having issues that may require you to give out your password you can't.

That's what PM's are for. Support Tickets are great, just on a forum they aren't used much at all. Most of the time the members just PM the admin or mods, and they take it from there.

Jason F.

Well I agree its silly for a forum. But on a site without one, its invaluable.

Oh yeah, definitely use one on a site. Just integration is a pain in the behind. You obviously use your email address to respond to the tickets, unless the support system comes with a included chat system. Never used them, so I am not too sure.

Jason F.

They don't require email, atleast I don't think so. As I understand it, it functions as a PM system, though you can set up email alerts.

Ahh then it isn't so bad. I mean I haven't used them because I have always either used Live Chats or Email based support. Tickets can be good though I'm sure. They are probably tough to set up though.

Jason F.

Originally Posted by JJ

They are probably tough to set up though.

Jason F.

Well, I'll tell you how hard or easy it is once I try it.

Thanks. Not that I'll be needing it, but it's always good to know, because you never know. I might end up having to use this system one of these days. Almost at 400 posts. Just want to let you know that.

Jason F.

Never used support tickets myself but have found sites with them useful. Not a vital part to a website but a nice touch none the less

Just so you all know, there are 2-3 support ticket programs in fantastico.