Since we launched Codebase we've been struggling to find a support system which matched the way we work. We started off just using a shared Gmail apps account, this worked very well with the initial low volume of tickets we received. As more e-mail came in we moved over to Zendesk which, to be fair is a very nice piece of software but we jumped ship when they introduced new pricing as we didn't want to be forced to pay for lots of features we would never be using. After this, we moved over to Tender (which we had previous used) and have been using it for about 3 months now but it's simply lacks many features we need and, as we're bringing a few new products online in the next months, would start costing us a fortune to subscribe for separate accounts for each app.
So we did what most developers do in this situation... we've made our own "communication system". We're calling it a communication system simply because it'll start handling all e-mail and enquiries we receive rather than just support requests. One of the key differences between Tender & our new system is that we can assign tickets to individual members of staff when they are created - one of our team will immediately task ownership of an enquiry and is responsible for it. If anyone is more interested in the actual details, feel free to ask and we'll post more about it but I wouldn't want to bore you with the details!
Our new support system is fully integrated into our new central management system, Sum. The screenshot above is the first public glimpse of it, as above, if anyone is interested in more details, just ask!
The new system will be going live in the next few days and all outstanding Tender tickets will be imported over. We're not expecting any interruption to our support services :)