tag:infinitekind.tenderapp.com,2009-01-14:/discussions/general-questions/121676-freshdesk-feedbackInfinite Kind: Discussion 2023-01-12T12:30:24Ztag:infinitekind.tenderapp.com,2009-01-14:Comment/538409122022-04-14T12:55:29Z2022-04-19T07:50:16ZFreshDesk feedback<div><p>Hopefully you don't mind me splitting this to a new thread.<br>
Since the topic has changes now, I thought it would make sense doing that.<br>
Also, it would be useful for us to know what your concerns are and if you have any suggestions your feedback would be much appreciated.</p>
<p>Thank you</p>
<p>--<br>
Maddy, Infinite Kind Support</p></div>Maddytag:infinitekind.tenderapp.com,2009-01-14:Comment/538409122022-04-14T22:23:39Z2022-04-14T22:23:39ZFreshDesk feedback<div><p>Sean asked Slack users to look at FreshDesk and provide feedback we did so and provided the feedback directly to him.</p>
<p>There were a number of areas of concern we had, I do not recall what they were now as it was quite some time ago, and I do not think we can go back that far in the Slack history to retrieve them, I know they related to basic everyday usage, but there has been no indicated they have been addressed. I would hope that Sean kept a record of the problems that were identified.</p>
<p>Some years ago TIK tried Zendesk as a replacement, I think that would be before you joined the company. That was a disaster from a user perspective is was an inferior solution and after 12 month we went back to Tender.</p>
<p>My view is that unless you have a functionally better solution (I do not mean something that may look nicer, it must work better) then there is no justification for a move.</p>
<p>Des</p></div>dwgtag:infinitekind.tenderapp.com,2009-01-14:Comment/538409122022-04-18T17:04:58Z2022-04-18T17:04:58ZFreshDesk feedback<div><p>Hi Des,</p>
<p>I do remember that feedback and FreshDesk is slightly worse than Tender from a perspective of the forum, but vastly better in a number of other ways - some visible and some not, to the outside. We'll have to balance that, but currently FreshDesk has another advantage in that it is well supported by its maker. There are still customisations to the forum that we can do to improve it, but I am convinced that it won't be another ZenDesk disaster.</p>
<p>Thanks,<br>
Sean</p>
<p>--<br>
Sean Reilly<br>
Developer, The Infinite Kind<br>
<a href="https://infinitekind.com">https://infinitekind.com</a></p></div>Sean Reillytag:infinitekind.tenderapp.com,2009-01-14:Comment/538409122022-04-18T18:43:04Z2022-04-18T18:43:04ZFreshDesk feedback<div><p>Sean, I remember looking at FreshDesk sometime back when you presented it on Slack. I am not shore any of the Slack users were impressed and I certainly wasn’t in its current state. I preferred Tender.</p>
<p>The standout issue for me on the Forum section was there was no structure. Tenders not perfect but at least the forum is structured into sections. Switching to Moneydance, Online Banking, Syncing etc.<br>
The forum on FreshDeck was jus a muddle, not possible to find what you were looking for or follow a discussion.</p>
<p>If you can look back on Slack, I am sure as dwg states, you will see the comments that were made by users after your request. Dwg has outlined some in his post.<br>
You state ‘FreshDesk is slightly worse than Tender from a perspective of the forum’ and that’s concerning as, as a user that’s one of its main functions.</p>
<p>Perhaps, you can address all the issues and it can be made to be as friendly as Tender, But we as users can only comment on what we see and that looks like a step backwards.</p></div>derekkent23tag:infinitekind.tenderapp.com,2009-01-14:Comment/538409122022-04-18T19:44:44Z2022-04-18T19:44:44ZFreshDesk feedback<div><p>Thos looks like a disaster waiting to happen!</p></div>tonyttag:infinitekind.tenderapp.com,2009-01-14:Comment/538409122022-04-18T19:45:28Z2022-04-18T19:45:28ZFreshDesk feedback<div><p>We need a major response from ALL forum users!</p></div>tonyttag:infinitekind.tenderapp.com,2009-01-14:Comment/538409122022-04-18T20:10:06Z2022-04-18T20:15:26ZFreshDesk feedback<div><p>@tonyt - A major response from all forum users (without knowledge - they haven't looked Tender vs. Freshdesk over) would probably not be the best way to evoke emotion.</p>
<p>I shouldn't post comments or the beta area that was around a few months back. (As dwg said, I don't think I could!)</p>
<p>Here is a separate website comparing the two that I picked AT RANDOM, so it may not be objective.<br>
<a href="https://comparisons.financesonline.com/tender-support-vs-freshdesk">https://comparisons.financesonline.com/tender-support-vs-freshdesk</a></p>
<p>I think the major part of the issue for we who are in Slack, but who also try to provide customer support (no offense to Maddy/Ethan/others) is that many of us feel we are providing a big value-add voluntarily, and that Tender's forum style allows us to do so. IF (and that is an IF) I remember correctly, FreshDesk's forum structure was primitive, and mostly directed to internal customer support.</p>
<p>If I'm right, basically this change would make it more difficult for folks like Stuart Beesley, dwg, derekkent23 and others from easily seeing the questions (they would be directed to customer support "more efficiently"). I'm not saying they would be shut out, but the process would be less tenable and less easy for volunteer help (example - the separate forum areas allow volunteers to go to their help expertise versus having to plow through everything).</p>
<p>Quoting Sean: FreshDesk is slightly worse than Tender from a perspective of the forum, but vastly better in a number of other ways - some visible and some not, to the outside.</p>
<p>Well, the volunteers are on the outside. I am not saying that InfiniteKind is not making the best decision for themselves and their business, I'm just reporting why the Slack users, in general, did not have great feedback on this change.</p></div>dtdtag:infinitekind.tenderapp.com,2009-01-14:Comment/538409122022-04-18T23:09:06Z2022-04-18T23:09:06ZFreshDesk feedback<div><p>Only if you compare FreshDesk to Tender in some detail can you really make comments about the two.</p>
<p>I didn't make any direct comments because it has been quite a while since I compared them, but I do recall that in the state it was in that FreshDesk did not stack up.</p>
<p>Tender is far from perfect, I have used much better forum type software but that software was purely for forums it was not also a support platform in any way.</p>
<p>At the forefront of any forum software must be the customer experience, it is a direct interface between the company and its customers, and customers are quite varied, you will get those that come and just ask a question, you will get those who come looking for information and will search the forums for an answer to their problem (Tender is a bit lacking here in that the search is rather poor) you will get those who contribute in terms of answer questions and trying to help people and of course you have the support staff.</p>
<p>I do not think Moneydance would be where it is if it did not have a strong user community and for that you need strong forum software to support the community. If you do not have that community involvement will drop. Can the support staff deal with the volume of questions raised? Do they have the breath of knowledge in computer use, financial knowledge and Moneydance experience to be able to deal with the questions in the absence of community involvement, I cannot answer such questions but I do think Moneydance would be much poorer without the community.</p>
<p>I know I felt that FreshDesk in my opinion failed in it support for the community, it may be better for support purposes but that is of little relevance if the customers do not find it better.</p>
<p>Zendesk was supposed to be able to provide a better support tool, the customers did not feel that way and I do not think the customers saw any benefit, the community marked it as a fail.</p>
<p>FreshDesk would have to prove that it can support the community.</p></div>dwgtag:infinitekind.tenderapp.com,2009-01-14:Comment/538409122022-04-19T07:00:00Z2022-04-19T07:00:00ZFreshDesk feedback<div><p>I am not support staff, just a user.<br>
Hi</p>
<p>For those reading this discussion where the FreshDeck means nothing but would like to be able to play a part by commenting in the possible future look of the forum see <a href="https://help.infinitekind.com/support/home">https://help.infinitekind.com/support/home</a></p>
<p>You will need to set up a SIGN UP profile.</p>
<p>Have Fun, Stay Safe.</p></div>derekkent23tag:infinitekind.tenderapp.com,2009-01-14:Comment/538409122022-10-12T12:37:50Z2022-10-12T12:37:50ZFreshDesk feedback<div><p>Hi All,</p>
<p>We'd like to continue getting FreshDesk set up as a <em>possible</em> replacement for Tender. I apologise that the previous round of FreshDesk feedback is now lost to Slack's short archive times.</p>
<p>In looking at the <a href="https://help.infinitekind.com/support/discussions">FreshDesk forums section</a> it seems to provide all of the features available in Tender's forum, plus more customisation options.</p>
<p>ZenDesk was admittedly terrible, and I underestimated the importance of all of you who help so much with the public forums of the Tender site. As far as I can see FreshDesk does not have the same downsides.</p>
<p>We'll establish the same, but slightly tidied, forum structure on FreshDesk as we have on Tender now, which I think should address Derek's comments.</p>
<p>There are now a decent number of forum posts on FreshDesk and I think enough to evaluate it. Would you all mind taking a look at the forums link above and letting me know what you'd miss if we switched from Tender? I'll then look into how we can address those concerns. But please be specific, because FreshDesk is very customisable and I expect we can make it an improvement for everyone.</p>
<p>We want to make a great place for people to get help with Moneydance, from both our own staff and yourselves!</p>
<p>Thanks,<br>
Sean</p>
<p>--<br>
Sean Reilly<br>
Developer, The Infinite Kind<br>
<a href="https://infinitekind.com">https://infinitekind.com</a></p></div>Sean Reillytag:infinitekind.tenderapp.com,2009-01-14:Comment/538409122022-10-12T14:29:13Z2022-10-12T14:29:13ZFreshDesk feedback<div><p>My biggest concern/question is whether we all can see (by default) the support tickets that users raise, and then can comment on them? If the answer is no, then based on the fact that a lot of support is done by users, I suspect the result will be undesirable.</p>
<p>??</p></div>Stuart Beesley (Mr Toolbox)tag:infinitekind.tenderapp.com,2009-01-14:Comment/538409122022-10-12T14:47:24Z2022-10-12T14:47:24ZFreshDesk feedback<div><p>Hi Stuart,</p>
<p>On FreshDesk, customers can create private support tickets (like they do on Tender) which can only be viewed by the support team. The FreshDesk “forum” is public and can be viewed and accessed by everyone.</p>
<p>We’re looking into possible customisation of the main support page that advises customers of the different support options so that customers aren’t unnecessarily creating private tickets when a public forum post would be better.</p>
<p>--<br>
Jenny, Infinite Kind Support</p></div>Jennytag:infinitekind.tenderapp.com,2009-01-14:Comment/538409122022-10-12T15:08:10Z2022-10-12T15:08:10ZFreshDesk feedback<div><blockquote>
<p>If the answer is no, then based on the fact that a lot of support is done by users, I suspect the result will be undesirable.</p>
</blockquote>
<p>As Jenny mentioned, everyone will be able to see customer posts that aren't sent as private messages/tickets.</p>
<p>I've gone over the forum interface, and as far as I can see it does provide all of the features that Tender does. You can "follow" topics (threads) or entire sections of the forum. You can also post attachments, including images or other files.</p>
<p>FreshDesk also provides the ability to "upvote" messages, which would be really helpful in gauging how many people agree with or have similar comments.</p>
<p>It really does seem like a win for everyone, but please let us know if you disagree and why!</p>
<p>Thanks,<br>
Sean</p>
<p>--<br>
Sean Reilly<br>
Developer, The Infinite Kind<br>
<a href="https://infinitekind.com">https://infinitekind.com</a></p></div>Sean Reillytag:infinitekind.tenderapp.com,2009-01-14:Comment/538409122022-10-12T15:13:47Z2022-10-12T15:13:47ZFreshDesk feedback<div><p>Regarding tickets I don’t see a tick box public/private?</p></div>derekkent23tag:infinitekind.tenderapp.com,2009-01-14:Comment/538409122022-10-12T15:15:36Z2022-10-12T15:15:36ZFreshDesk feedback<div><p>Correct, there isn't a checkbox when submitting a ticket. For private messages then people will submit a ticket, and for public messages they can post to the forum.</p>
<p>We'll be customising the flow to guide people towards the forum, but also provide the option to submit a private ticket.</p>
<p>--<br>
Sean Reilly<br>
Developer, The Infinite Kind<br>
<a href="https://infinitekind.com">https://infinitekind.com</a></p></div>Sean Reillytag:infinitekind.tenderapp.com,2009-01-14:Comment/538409122022-10-12T15:17:20Z2022-10-12T15:17:20ZFreshDesk feedback<div><p>I think making FreshDesk into a useable forum for Moneydance will need to be an evolutionary progression. A user make a suggestion, points out something that confusing, things that don’t work, etc and Sean takes actions so that user and other users can comment.</p>
<p>My comments. Where to start! There are four tabs – HOME – SOLUTIONS – FORUMS – TICKETS</p>
<p>Why not rename the SOLUTIONS tab to KNOWLEDGE BASE for consistency/clarity. The contents of the tab looks OK, following a similar structure used on Tender's</p>
<p>Not sure of the purpose of the HOME tab as all it seems to do is combine the SOLUTIONS and FORUM tabs.</p>
<p>FORUM tab. The forum structure has the similar main heading as on Tender but adds sub-headings. These sub-heating seem restrictive. For example the main heading INVESTMENTS has two sub-heading – ENTERING HOLDINGS and SECURITY PRICES. These two sub-heading cant possible cover all investment issues. What does the user do? He cant set up a new sub-heading, he has to select one of the two options. The result rather than helping the sub-heading will just create confusion.</p>
<p>One of the main grips with Tender was you can’t delete attachments or delete the post itself. You could however edit your posts and if required delete the text. In FreshDesk it seems the first post in a topic cant be edited, deleted or have its attachment removed by the poster. Bad. But at least the posters can delete their own subsequent posts.</p>
<p>Only my first look, will need a lot more exploring.</p></div>derekkent23tag:infinitekind.tenderapp.com,2009-01-14:Comment/538409122022-10-12T15:20:00Z2022-10-12T15:20:00ZFreshDesk feedback<div><p>Personally, I think that thinking is flawed. The default for most people will be to create a support ticket... (most people are lazy and will just log their problem.. it's not logical to go to a forum and post a message when they want help...). Thus, from what you have said, 90% of issues will get raised as (private) tickets... I could be wrong.... IMHO</p></div>Stuart Beesley (Mr Toolbox)tag:infinitekind.tenderapp.com,2009-01-14:Comment/538409122022-10-12T15:25:39Z2022-10-12T15:25:39ZFreshDesk feedback<div><p>I agree with Derek:<br>
- rename the SOLUTIONS tab to KNOWLEDGE BASE - HOME seems to duplicate SOLUTIONS. I would dump the SOLUTIONS tab and just keep HOME - I would rename FORUMS - to USER HELP FORUMS</p></div>Stuart Beesley (Mr Toolbox)tag:infinitekind.tenderapp.com,2009-01-14:Comment/538409122022-10-12T15:35:07Z2022-10-12T15:37:42ZFreshDesk feedback<div><p>I agree with Stuart. If the ticket window I posted had a tick box you had to tick to make the post private that would solve the issue. Ticked the post goes to Support. Unticked the post goes to the forum under the category (main heading) selected by the user.</p>
<p>I also agree with comments in Stuarts post 4:35 PM</p></div>derekkent23tag:infinitekind.tenderapp.com,2009-01-14:Comment/538409122022-10-12T16:00:29Z2022-10-12T16:00:29ZFreshDesk feedback<div><p>Yes, renaming the tabs is in the works... they don't make much sense as they are now.</p>
<p>We won't be able to add a checkbox to the submit-a-ticket form, but the plan is to provide two clear options with equal priority: one to send a private message and one to post on the forums</p>
<p>--<br>
Sean Reilly<br>
Developer, The Infinite Kind<br>
<a href="https://infinitekind.com">https://infinitekind.com</a></p></div>Sean Reillytag:infinitekind.tenderapp.com,2009-01-14:Comment/538409122022-10-12T16:39:17Z2022-10-12T16:39:17ZFreshDesk feedback<div><p>I think by having two areas: Forums and Tickets, you will get mostly Tickets.</p>
<p>What percentage of messages in Tender are private, given public is the default, and you have to see to tick a box to make it private?</p>
<p>I don’t know what percentage of private posts are answered in a timely fashion, but I have created private posts in the past that took months (if ever) to get answered.</p>
<p>As I said, I don’t know what percentage are currently private - but I have a feeling you will be inundated with tickets that will need a timely response for this to be successful.</p>
<p>Even with “two clear options” - if they are both equally available, the forum will be much less used, especially for first timers with an acute problem.</p></div>dtdtag:infinitekind.tenderapp.com,2009-01-14:Comment/538409122022-10-13T05:46:32Z2022-10-13T05:46:32ZFreshDesk feedback<div><p>You can delete your own post but there does not appear to be a way to edit it in order to make corrections etc.</p>
<p>As it stands I envisage people will just log support tickets, an equal option to create a forum post or a support ticket will just see people log a ticket. The mindset it they have a problem they want help, "support" is the way to get help.</p></div>dwgtag:infinitekind.tenderapp.com,2009-01-14:Comment/538409122022-10-13T05:49:49Z2022-10-13T05:50:42ZFreshDesk feedback<div><p>I agree with dwg - and you will need to supplement Ethan/Maddy/Jenny/x to answer these tickets, as they will not be able to handle the inundation.</p></div>dtdtag:infinitekind.tenderapp.com,2009-01-14:Comment/538409122022-10-13T08:49:33Z2022-10-13T08:49:33ZFreshDesk feedback<div><p>Am I right in thinking that if the majority post tickets, the accumulated searchable fund of information currently available in the forums will be vastly reduced?<br>
That would be a real shame if correct.<br>
Also, I just happen to like viewing various posts just to see what is going on and keep up to date with points of view and solutions to problems I may encounter in the future!</p></div>tonyttag:infinitekind.tenderapp.com,2009-01-14:Comment/538409122022-10-13T08:55:29Z2022-10-13T08:55:29ZFreshDesk feedback<div><p>Yes if the majority go for tickets then there is less information in the forums.</p></div>dwgtag:infinitekind.tenderapp.com,2009-01-14:Comment/538409122022-10-13T09:11:10Z2022-10-13T09:11:10ZFreshDesk feedback<div><p>I also assume all the post on Tender and knowledge they contain would be lost in a move to FreshDeck.</p>
<p>It appears you can delete your new post up to the point there is a reply, then you cant delete or even edit your own posts let alone delete an attachment. Bad.</p></div>derekkent23tag:infinitekind.tenderapp.com,2009-01-14:Comment/538409122022-10-13T12:28:02Z2022-10-13T12:28:02ZFreshDesk feedback<div><p>Coming into this conversation late I have a few observations. Our current system using tenderapp is really a forum system which suits a large percentage of users who are non technical. Having the expert voluntary users available to answer basic questions is great advantage which stops the TIK support users getting overloaded.</p>
<p>I think a ticketing system tends to add an expectation that raising a ticket it will end up in a queue which will eventually be answered. It also gives the user a chance to track and change their ticket. Would people envisage tickets being assigned to users/support for answering or will voluntary users pick and choose which tickets to answer?</p>
<p>Personally I think the Forum approach is the best solution for the casual user. If you wish to improve the tracking of issues then a ticket solution is needed, maybe only a set of people (the expert users) can raise tickets. On the other hand I have always thought that a monthly support cost would be a way of getting revenue and with a ticketing system only people who pay for support can raise tickets. Free support is via the Forum from the community.</p></div>Mike Bray (Quote Loader Author)