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Help Center
Can I see a demo of the user experience for the Help Center? Or some documentation relating to how users check status or submit tickets? What admin sees etc?
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Inappropriate?I can point you to examples of the Help Center in action on other company sites. Would that help?
I believe you are listed as an admin for your company, so you should be able to dig around in your admin tab. Can you access that?
I’m ready to show you around
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Inappropriate?Hi Eric
I see the real world examples but it would really help to know what can and cannot be done with the Help Center. I see Twitter accepting tickets but other examples not. The Zivio help center looks great, but again I cannot see what they are seeing from an admin stand point. Are their top FAQ's editable after they are posted etc.
We are seriously considering using Get Satisfaction for our KB and feedback.. but also considering using it instead of Salesforce for our Tier 1/2 support tickets which involve tech and billing matters. The Help Center looks like the way to go but I'd love to play with a demo of it where I have access as a user and admin. Or at least to see some documentation.
Can you help?
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Inappropriate?Lauren, I am going to ask some other folks here at Get Satisfaction to chime in who might have more knowledgeable answers for you w/r/t Help Center. Thanks for your patience!
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Inappropriate?Sorry for the delay in getting back to you, Lauren. We've been super busy with releasing some new tools.
I'll take a stab at answering this myself. The Help Center is our open-source PHP way of putting Get Satisfaction on your site. It's something that we've developed primarily for companies who like the idea of Get Satisfaction but have those strict demands w/r/t branding, appearance, keeping customers on-site, etc. You may know all of that, but I also hear you talking about tickets, and the Help Center isn't designed to be a trouble-ticket system. Plus, all admin functionality is done from our site. So, if you are checking out admin capabilities on our site, you can see what can and can't be done from the admin panel. Again, we don't have a big emphasis on trouble tickets.
All that said, you may also want to check out those new tools I mentioned, which will probably answer a lot of your questions about admin capabilities. Check it out here: http://www.getsatisfaction.com/premium.
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Inappropriate?Hi Eric
Can you tell me, when a topic is removed for privacy and shows up in the change log.. does just the removal show up in the change log or the content of the topic too?
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Inappropriate?Good question. When a topic is removed for privacy reasons, the content *won't* show up in the change log. That would, obviously, defeat the purpose.
I’m glad you asked
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Inappropriate?Great, thanks Eric. Is there a way to let the author 'know' why it was removed and to contact us with their issue?
I’m happy
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Inappropriate?Hum.. just looked at a topic change list.. looks like we can post a reason such as In order to protect your privacy, we have removed this topic. Please contact our Support Team via email. support@domain.com etc.
However, what I would prefer to do is turn the topic private and have that action and its reason (not the content) show in the change log. Then myself and the user can continue to communicate as opposed to taking them out into an email dialogue that we have to store.. or into a seperate CRM ticket system.
I think you will be really surprised how many companies will suddenly have their CRM needs fulfilled by Get Sat if companies could turn a topic private. Fingers crossed..
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This answers the question
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Yes, this exact thing is definitely on our short-term road map. "Private messaging," as we call it. Can't give you an exact date, but can tell you that it's very important to us to get it done. -
Thats good to know. I think its more valuable than deletion actually when it comes to maintaining the spirit of Get Sat. Will look forward to it! Thanks again.
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Inappropriate?Yep. When you remove a topic -- or make changes on a topic -- you enter a reason. That reason gets e-mailed to the user and that reason also stays in the change log.
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Inappropriate?I had another question for you regarding inbound private posts... How secure is the data within get satisfaction? -
Inappropriate?Hi Tiny FAQ's,
If you're asking about the private messages that can be sent via our Feedback Widget -- they're as secure as sending an email. We don't store that data anywhere.
In terms of any other type of private posts or messaging, I couldn't say since we haven't built those features yet.
I’m hoping this answers your question
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Inappropriate?Tiny FAQs, your question wasn't about Help Center, but I'll talk about Help Center security for the record.
Help Center doesn't store—or even touch—passwords or any private user data, because of the clever OpenID authentication system.
Essentially all of the data stored in Help Center is public data anyway—for example, cached topic data. So it's not specially protected, because it doesn't need to be. The only thing Help Center stores which is not already public is the session cookies of visitors to the site—which is typical for any web application.
In terms of writing back to Get Satisfaction, Get Satisfaction authenticates each request to post a topic or reply, so Help Center installations (or any other API client) should not be capable of doing any damage to a presence on GSFN. Edits are always made by a particular user, and not by the Help Center installation itself.1 Comment Add a comment
This answers the question
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Thanks for the further info, Ezra!
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