We have once again moved to a new Help & Support Center. For a long time we used a Forum for support. This worked well for discussing new features, but not so well for providing effective support.
We then moved to more of a Help Desk system provided by TenderApp which was pretty good for support, but lacked the forum and discussion capability we previously had. It also fell short in other areas, such as handling multiple products and tracking tickets via. e-mail.
So for a while now I’ve been looking around for a better, more all encompassing package to deliver support and reinstate a discussion area. I almost went with Desk.com but fortunately found FreshDesk.com before it was too late. (I intend to write another post about this).
Our new Surfulater Help & Support Center lets you create private support Tickets, find Solutions to known issues and use the Forums to suggest ideas for future releases, get help from other users, post your tips and request public support.
The best way to use the new system is to ‘Sign Up’ for an account which will give you full access to all areas and won’t bother you with CAPTCHA entry. The ‘sign up’ link is at the top right of the page.
We have brought across the Solutions from the previous system, but not the Help tickets.
Note that with this change our e-mail address firstname.lastname@example.org is no longer in use. For all support issues use the new Support Center. For non-support related matters you can reach us at email@example.com The firstname.lastname@example.org e-mail address which we used with the previous Help System works with the new one and will create a new private support ticket or let you reply to an existing ticket.
This latest Help system has a much broader range of features, enables us to support multiple products in the one package and will streamline and enhance our support capability.