To be able to continue giving our clients a high level of support, we have introduced a new help-desk system.
After researching a lot of new systems we have settled on the awesome Freshdesk, this enables to support our multiple brands, as well as implementing SLA's (Service Level Agreements).
We can now offer a better level of transparency, everyone knows when their work will be done, and nothing gets missed.
We have rolled out the system to most of our clients, and will continue the process through this month, plus start using it for our hosting, SaaS products and Joomla extensions.
Feedback has been very positive so far!