Your opinions on my support system
This isn't a site critique and it din't really fit anywhere else so I thought I would stuff it in here 
I've just invested a fair amount of time (and money) on a new support system for the company. The idea being that all support tasks will be handled through one central interface rather than on individual sites.
Tonight I've been doing the knowledgebase for the hosting section as this is on of the biggest areas and I wouldn't mind some feedback: http://www.openmindsupport.com/index.php?_m=knowledgebase&_a=view&parentcategoryid=1&pcid=0&nav=0
Is it laid out clearly enough?
Are the FAQs patronising or informative?
Do they answer the question?
If anyone thinks there should be a FAQ in this area, let me know and I'll add it in. I've still got to do the domain, servers and general areas.
I've also created a new troubleshooter here: http://www.openmindsupport.com/index.php?_m=troubleshooter&_a=steps&troubleshootercatid=1&parentid=0
The idea is that it walks you through a number of steps to find the problem. Again, does it do it for you? What other troubleshooters would you find useful if you were hosting with us?
Just as much feedback as you can as this is a long term investment for the company and is something which will grow and grow...
Points to note is that the ticket system, News and downloads is still work in progress and the search is playing up but everything else is as above...
teammatt3 posted this at 02:22 — 13th August 2005.
He has: 2,101 posts
Joined: Sep 2003
Looks good. Clean, simple and easy to use. I have one suggestion, instead of just listing 3 questions for each category you should list them all, the most one category has is just 10. That way you don't have to click a link to see all the questions and answers.
I get this error when I click the troubleshooter link "ERROR: You do not have enough permissions to access this page."
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Busy posted this at 12:17 — 13th August 2005.
He has: 6,157 posts
Joined: May 2001
I find the black links a little confusing (not sure they are links).
If you click on 'more topics' at first it looks like the content is badly displayed, after reading it, found it to be a preview - rather confusing first time.
Is hard to 'test' a help section without a problem, the problem I did try was not mentioned - changing credit card details or credit card not accepted because of cc details. It did mention HELM which I have no idea what it is so the above may not be required.
I can't think of a situation of hand but if there was a problem that could fit in several categories a 'display all topics' link would be real handy.
The search worked good for things like 'phpmyadmin' and 'path' but the results are confusing as they are really seperated, there is a small icon at the left but reckon it needs a line (hr) or something.
Ok I managed to get lost, I did a search and from the search results page I clicked on the 'support center' link as there was no 'back' link, it took me to a new page, which I clicked on 'knowledge base' as thats where I thought I was but the categories only say 8 items in each topic (hosting and servers).
The changing colour on mouseover can be good I suppose, but is hard on the eyes after a while and no good for a headache
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demonhale posted this at 03:06 — 14th August 2005.
He has: 3,281 posts
Joined: May 2005
I like the way the support area is laid out as well as having the option to search, but then its better if categories are listed as a seperate page with all the icons or something then when you go to that category you have all the questions listed rather thatn have all the categories listed in the same page, its a bit confusing. I cant go into the troubleshooter...
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openmind posted this at 14:14 — 14th August 2005.
He has: 945 posts
Joined: Aug 2001
thanks guys. The biggest problem I face is that the software running this is Kayako v3. I'm running a stable release candidate so what I'll do is pass back the formatting comments to the developed and see what they say...
The troubleshooter error is simply because I'm writing the troubleshooters at the moment and they're not ready
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