In order to provide better customer support and user experience in the ticket process, we are happy to announce that we have upgraded our help desk system. We had been using OSTicket, an open-source ticketing system. OSTicket has been adequate in handling our customer issues and serving ticket workflow. However, with the growing customer base and the increasing demand for enhanced features such as streamlined email process, flexibility in customization and better integration with knowledgebase, we have chosen a new ticket system – Freshdesk. We met the Freshdesk team in this year’s Launch Festival in San Francisco. By talking with them in person, we were very impressed by their passion in providing the best customer service experience, something that we wholeheartedly share, let alone the comprehensive feature set in their product. We did a pilot run, simulated many use cases and tailored the system to our needs. We did run into a few bumps, but with their timely customer support, we were able to iron out the kinks easily. Now we feel that we are ready to move ahead to make Freshdesk as our new help desk system.
For the customers who have opened tickets through our old ticket system, you can still access it to keep track of the ongoing tickets or retrieve the old tickets. There is an intermediate page that allows you to go to either the new ticket system or the old ticket system.
We hope that you find the upgraded ticket system a smooth experience. As usual we will work hard to improve our customer support. You can always talk to us by opening a ticket.