New Help Desk, Google Group

We have been busy re-plumbing our support infrastructure and have some new resources to share:

Help Desk for direct customers
help.solertium.com

Our new help desk is powered by ZenDesk and integrates with FreshBooks, so we have a simple path between customer requests, time tracking and invoicing.  Emails to "support" will automatically create issues in the help desk, but you can create them with better detail by going to help.solertium.com on the Web.  The help desk and its attached knowledge base are only available to our direct customers.

We're especially excited that ZenDesk gives us the ability to monitor turnaround times, so we can finally offer and monitor customer service SLAs.

Don't worry if you're used to emailing each of us directly -- we chose ZenDesk for our current needs because it helps us out, instead of getting in the way.  When you open a ticket at help.solertium.com or via the "support" address, the system automatically emails all of us and makes it easy for the right person to pick up your work, then track it and notify you when it's complete.

You'll also see some check boxes on the issue report form that allow you to pre-authorize up to 15 minutes, 2 hours, or 8 hours of work toward the ticket.  When you're ready to get something new done and don't want to have a long back-and-forth about estimates and authorization, this checkbox cuts out that entire step; we can address the issue immediately without extra paperwork.

We look forward to hearing your feedback on the help desk.  With your help, we can improve the process even more as we go along.

Google Group for GoGoEgo Open Source developer and partner discussion
http://groups.google.com/group/gogoego

The Google Group has actually been around for a while -- it's attached to our Google Code project at gogoego.googlecode.com -- but was set to private and was mostly unused.  The group is now public, and receives issue notifications from the Google Code tracker.  We invite anyone developing with or contributing to GoGoEgo to join the group.

I can't believe this first message about JSR223 scripting was posted to the group just a little over a year ago.  It seems like we have been using scripting in production Web sites forever!