Hesk, and You Shall Receive (the Customer’s Questions)
December 6th, 2007
Answering comments and questions of customers shows that you care for your clients. However, the hurdle is how to get the questions or comments of your customers. Having your email address in the web site is nice, but often ignored due to the additional effort of creating an email just for a single question. So if you want to ease the burden of your clients and look professional at the same time, try Hesk, your personal help desk software.
Hesk is a free PHP help desk tool that allows you to setup a ticket based support system. It makes use of MySQL server to store pertinent information regarding the ticket. To answer a customer’s ticket, a simple user interface where you can view new, pending, unanswered or reopened tickets is available. Canned replies are also available for those questions that seem to be asked over and over again. Installing Hesk is just a matter of unzipping the zip file on your web server and supplying the needed MySQL information. If you have Fantastico, then the process becomes even simpler. In a short period of time, you will have a professional looking support system that’s guaranteed to take any question or query from your customers without batting a single eyelash.
Hesk requires a web server with PHP 4.3.2 or newer installed, a MySQL database and an FTP client.