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A Powerful New
Customer Support System Why Three Pillars
Was Created For You
I created 'Three Pillars' after a long
and fruitless search for a cheap and effective web-based
help desk solution. They were either too expensive,
badly put together, buggy, lacked important features
I needed, were discontinued, created using arcane or
obsolete technologies or just plain JUNK!
I needed something simple, lightweight
and easy to install but with all the features you'd
expect from a professional solution. With that in mind,
I chained myself to my laptop, and here is what the
resulting Three Pillars Support Desk can do:
The Help Desk Features
- Create ticket
Allows the user to enter their full name,
email address, a subject for the ticket, their
message and forces them to enter a CAPTCHA
(all they have to do is read a few characters
and numbers from a small image to prove they're
a human - this stops SPAM bots in their tracks!).
The ticket is created in the database and
a Ticket ID is returned to the user, so they
can come back to the site at any time in the
future to check the status of their support
request.
- Check ticket status
Once the user enters their email address and
Ticket ID, they can view the entire ticket
history - their messages along with all replies
from the administrator(s).
Of course, they have the option to add a
new reply to the ticket on this page.
- Super Admin (You) and Admins
Give different people password protected access
to different categories and different levels
of your help desk. You decide who can read
and respond to which help tickets. You decide
who can change system configurations. You
decide which drop-down "One-Touch Responses"
each admin can use or edit. You decide which
admins can add templated responses to which
category, who can add to your FAQ, etc.
The degree of customization you exercise
just by checking boxes within your configuration
setup will amaze you. These setting can be
changed by the Super Admin at any time.
- Email notifications
The Three Pillars Support Desk offers 4 different
automatic email notifications:
To designated admin(s) on ticket openTo customer on ticket openTo customer on ticket replyTo designated admin(s) on customer reply
Back and forth conversation can continue
through unlimited cycles.
All email notifications are optional and
can be switched on or off from within the
administration panel (see below). You can
also define signature files to be added to
both ticket messages and emails (hint: this
is a great place for a promoting a pet project).
- FAQ / Knowledge Base
The Knowledge Base is designed to save you
time answering the same questions over and
over. When you see a common theme appearing
in the questions you're being asked, you can
create a "Frequently Asked Question", or FAQ,
that users will be able to view from the homepage.
They can either view the mostly popular questions,
or search to find the answers they need.
Having this in place, and editable from within
the admin panel, will save you a ton of time
when launching new sites or new products,
or even just with day to day support emails.
- Multiple rotating signatures
So you can automatically promote multiple
campaigns in your signatures without any extra
effort.
- Ticket priorities
To help you allocate your time more effectively
and deal with urgent or emergency support
requests first.
- Ticket categories / departments
If you have several websites, products or
services and you want to be able to separate
each one's support requests (for example,
if you have one member of support staff for
each site), users can choose a department
or category for their tickets.
Each admin sees ONLY tickets in their assigned
categories.
The Admin Panel Features
- Installer
No more difficult file editing or messing
around with crazy SQL commands. Just browse
to the install script, fill in a few details
and you're done.
- Web based settings config
The Help Desk is entirely configurable from
the web based settings panel. Database settings,
admin passwords, admin category assignment,
automatic email notifications and general
configurations.
You can also edit your sitewide signature
from within this section. Your signature appears
in emails and ticket replies.
- Personalizable email notification templates
To add that extra professional touch, you
can customize all email templates (including
subject and message), plus you can use tokens
to personalize messages to customers by dynamically
including the recipient's name and Ticket
ID.
- Comprehensive search/filtering
When logging into the admin panel, you are
presented with a list of tickets. You can
search through these for specific terms, or
filter them by status - including viewing
archived closed tickets.
- FAQ / Knowledge Base admin
From within this section of the admin panel,
you can add and delete FAQ entries, as well
as being able to see how many times each entry
has been viewed.
This allows you to accurately assess the
difficulties that your customers are having
with your sites and products, since those
FAQ entries will likely be viewed the most.
It's also a great indicator of potential new
products to solve those common problems!
- Canned Responses
No more re-typing the same response over and
over again. Simply enter it once into 'Three
Pillars', and next time you answer a ticket
your 'canned' response is only a few clicks
away.
- "One touch" add question to Knowledge
base
A single click will add any support ticket
to the knowledge base as a Frequently Asked
Question. As soon as you notice a question
is coming in a lot over a short period of
time, a single click will make it instantly
available for all your customers.
- Desktop "New Ticket" alert application
If you want to cut down on the amount of email
you receive, switch off the "on-open" notifications
in the settings panel and simply leave the
desktop notifier running on your desktop.
Every time a new ticket is opened, you will
be quietly notified so you can deal with it
at your earliest convenience.
TESTIMONIALS
"... had it operational
in less than 30 minutes... included setting
up a new domain"
Willie -
I bought The Three Pillars help desk system,
installed it, customized it, and had it operational
in less than 30 minutes! Very impressive...(That
30 minutes included setting up a new domain
- [please contact me for website address] The easy-to-follow,
no-fluff installation guide was perfect!
I'm already very happy with this system.
In less than 5 minutes, I had 20 different
categories of product support setup and tested
the system. Willie, this thing is really going
to solve a lot of problems for me.
Like you and nearly every other marketer
on the planet, I get hundreds of emails every
day! Losing support emails in that mess is
like playing Russian Roulette with my customers.
It was only a matter of time before I had
some very angry customers.
But with The Three Pillars help desk system,
I'm able to respond to these important requests
immediately, while helping my customers see
that they get only top-notch service from
my business.
I had only one complaint/suggestion about
the software, I thought...but after I sent
the suggestion to you, I discovered that you
had already anticipated my suggestion and
implemented it.
I'm so happy I can finally automate AND improve
my support communications with this system.
Well done.
David Perdew
[please contact me for website address]
[please contact me for website address]
"... being able to know
WHEN a new message comes in is extremely helpful"
Hi Willie,
I just HAD to tell you how much I've enjoyed
using my Three Pillars Help Desk!
Responding to my buyers and subscribers in
a timely manner is very important to me, so
being able to know WHEN a new message comes
in is extremely helpful. I love that feature!
The one-touch answers section really helps
to speed things up too. I can't imagine why
anyone would want to use a different help
desk software!
Thanks for a very useful product! I'm looking
forward to your next one. You seem to know
exactly what busy marketers like me needs!
Hugs,
Kristi Sayles [please contact me for website address]
"Willie, that sure is nice help desk
software."
Sweet to work with.
Will Bontrager
[please contact me for website address]
"... the Three Pillars
Helpdesk System has helped me gain an unfair
advantage "
Hey Willie,
Just wanted to drop you a note to say I’m
really pleased with Three Pillars Helpdesk
System.
The top three features that impressed me
most were:
1) The ease of installation (the installation
videos made installation a breeze)
2) The ease of use (I didn’t even have to
read the user manual)
3) Feature-rich options like one-click canned
response and desktop notifier
And the life-time guarantee won me over
immediately!
It is true that every marketer should use
a helpdesk system to manage their online
business and support their customers efficiently
and effectively.
In fact, superior customer service IS a
key differentiator in today’s competitive
online environment – and the Three Pillars
Helpdesk System has helped me gain an unfair
advantage online i.e. the WOW factor.
Highly Recommended!
Sincerely,
Fabian Lim
CEO, InternetMarketing.com.sg
[please contact me for website address]
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