Private-label helpdesk?

[jimbob]

Hi Bob,

Hey, I was just reviewing your dedicated server plans and was wondering if you offer a private-label helpdesk service?

(I know you were experimenting with the idea a while ago, but I haven't heard anything since...)

[Aussie Bob]

Hey jimbob

No, no private label helpdesk service offered.

Hope your trip to Russia went well and you found a keyboard.

[jimbob]

Hi Bob,

I leave on Friday for Russia.. should be fun! (2 1/2 weeks. We're staring in St. Petersburg, then down in a zigzag to Moscrow.)

Any plans in the future to reconsider and maybe add helpdesk services?

[Aussie Bob]

Safe travels.

No, no plans for a helpdesk service. We like to focus on our helpdesk, rather than multiple helpdesks.

[Dotable Steve]

Jimbob, what kind of service are you looking for (cost wise etc) - anything to compare with so we can have a look for a solution/consider.

There's always options but I just want to know what you are looking for really.

[jimbob]

Originally Posted by Aussie Bob

No, no plans for a helpdesk service. We like to focus on our helpdesk, rather than multiple helpdesks.

heh, I remember when you said that about dedicated servers...

Originally Posted by Dotable Steve

Jimbob, what kind of service are you looking for (cost wise etc) - anything to compare with so we can have a look for a solution/consider.

There's always options but I just want to know what you are looking for really.

I currently have a few contractors who work my helpdesk, and then I take shifts myself, too. Some of them I pay by the hour, and some are by the ticket, depending on the time of day and who they are, etc.

As a backup to my own guys, I also have a package from supportpro.com, so their pricing is what I would use as a benchmark if (when!) you will offer such a service. I subscribe to their $125/50 tickets plan.

(Basically, what I do is set the helpdesk software so that if a ticket is not answered within 15 minutes by whomever is *supposed* to be on shift, then it auto-escalates the ticket to the supportpro.com folks.)

I hope that makes sense. Let me know if you have any questions, and I am happy to discuss or share ideas with you.

[Dotable Steve]

Ok thanks for the info, I'll chew on ideas

If you don't mind me asking, what are supportpro like to deal with?
Do they have a 'anonymous' login helpdesk setup for customers for you or do the emails just get sent to them and they send the replies back to your helpdesk?

[jimbob]

The supportpro guys are actually pretty good. I've been actually impressed (usually) with their work. Their responses are (usually) thorough and accurate.

About 90% of my helpdesk tickets are "how do I" and simple 1st level stuff, so they are typically able to handle things within one or two responses.

There is the occasional "whoops" mistake, but it's never been serious. For anything they don't know how to handle, or need to escalate to the "admins" (you know who I use for server mgmt), they have instructions on how to do that, and the system works pretty well.

So here's how I have it set up:

Whenever a ticket needs to be answered by supportpro (after my own techs are unavailable) my own helpdesk sends an email to "mycompany@supportpro.com". Then, within 30 minutes or so (sometimes longer, but not usually. Sometimes quicker.) they log into my own helpdesk (we set them up with their own "staff" account) and answer the ticket. Since they own the ticket, notifications/responses are sent to "mycompany@supportpro.com" and then they log back into the ticket and dialogue with the customer as needed until the ticket is resolved.

Since we use "that other company" to manage our servers, sometimes it is necessary to get them involved. When needed, supportpro will tell the customer that "this ticket has been escalated to the admins" and then will go to "the other company's" ticket system, login (we set them up with their own login so they get notifications directly) and submit a support ticket. "That other company" will then dialogue with the supportpro guys until the ticket is resolved, and then supportpro will go back to my helpdesk and update the ticket with my customer to inform them of the resolution and make sure all is ok.

The system works very well. What I would like to do, ideally, is remove that last part from the equation, where my helpdesk people (or supportpro) must contact the server management people whenever "admin work" is required.

I hope that make sense?

[Dotable Steve]

Jimbob,

Thanks for the detailed answer, much easier to picture something when it's explained properly.

Perfect sense.. sounds like a good setup there and we'll chew on this.