Setting up an online Help system: looking for suggestions
Pat Bensky (2/5/10 11:07AM)
Bruno LEGAY (2/5/10 6:50PM)
Pat Bensky (2/5/10 11:07 AM)
I want to set up an online Help system for our clients to use and am
looking
for suggestions. I'm not necessarily expecting a free solution
(although
that would be a bonus, of course) but I don't want a subscription-based
service.
Ideally, the system would:
- Allow people to search by phrase, "all" or "any" words
- Allow them to (optionally) search within a certain category - eg
Importing
data, Publishing data, etc.
- make it easy for them to contact us if they can't find an answer to
their
question
- Support ticket management
We don't need live chat or any fancy stuff like that.
This one looks like it would do the trick:
http://www.hesk.com/
Anybody use it, or have any other recommendations?
PB
Bruno LEGAY (2/5/10 6:50 PM)
Hi,
color><param>00000,08CF,D8CC/param>II want to set up an online Help
system for our clients to use and am
looking
for suggestions. I'm not necessarily expecting a free solution
(although
that would be a bonus, of course) but I don't want a subscription-
based
service.
Ideally, the system would:
- Allow people to search by phrase, "all" or "any" words
- Allow them to (optionally) search within a certain category - eg
Importing
data, Publishing data, etc.
- make it easy for them to contact us if they can't find an answer
to their
question
- Support ticket management
We don't need live chat or any fancy stuff like that.
This one looks like it would do the trick:
http://www.hesk.com/
Anybody use it, or have any other recommendations?
/color>
We have started to use wiki for online and collaborative help systems.
This is great for documentation (I am a great believer in wikis).
Our idea was to have a "wiki" page for every page in your application.
And we have a "help" button on the form wich opens the corresponding
wiki page.
NOTE : we use a "map" defined in an xml file to map a page code to the
page real name.
There are plenty of wikis to choose from.
We use JSPWiki running on Tomcat.
The other system is a bug tracking I guess.
I have not used Trac (http://trac.edgewall.org/), but it combines
issue tracking and wiki (and it is free). Take a look at it and let us
know what you decide.
On the commercial side, take a look at Atlassian produts (JIRA,
Confluence).
http://www.atlassian.com/software/jira/
HTH
Bruno
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Summary created 2/5/10 at 1:22PM by Intellex Corporation
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