On Plugin and Theme Support Systems

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Last week I switched to Help Scout for handling support of my premium plugins. I'm totally in love with their service, I did quite a bit of research before choosing them, and they were the only ones to tick all my boxes. I'd love some feedback from other plugin and theme developers though, what support system are you using?
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Last week I switched to Help Scout for handling support of my premium plugins. I’m totally in love with their service, I did quite a bit of research before choosing them, and they were the only ones to tick all my boxes.

I’d love some feedback from other plugin and theme developers though, what support system are you using?

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Jean Galea

Jean Galea is an investor, entrepreneur, and blogger. He is the founder of WP Mayor, the plugins WP RSS Aggregator and Spotlight, as well as the Mastermind.fm podcast. His personal blog can be found at jeangalea.com.

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6 Responses

  1. I’m curious to hear your detailed feedback on this and more importantly, the user experience i.e. what your plugin users think about using help scout?

  2. I have used Help Scout ever since Yoast announced they are using it and love their service so much so that I have paid yearly fee upfront!

    The only thing that keeps me from adding more users is that I don’t have an option to limit other users to only be able to access their “assigned” tickets. If they add this feature it will become a dream app for me!

  3. For Meta Slider, we use FreshDesk for premium support and the WP Support forums for free support.

    FreshDesk is pretty awesome. Handling multiple support tickets at once can be overwhelming, so one feature I really like is being able to reply to a ticket and set it to ‘awaiting customer response’ in one click. This effectively removes the ticket from view until the customer responds, and means we can concentrate on the tickets that still need a reply from us. It’s such a small detail but anything (anything!) that makes handling support a bit easier is very welcome.

    Their support is also pretty good, although I haven’t had to use it much.

    1. That’s good to hear, have you tried out Help Scout as well? I think any ticketing system is better than forums for premium plugin/theme support.

      1. We didn’t try that one actually, this blog post is the first I’ve heard of it 🙂

        Looking at the screenshots it looks like it has a nice clean interface. That, I guess, is maybe one of the downsides of FreshDesk, it’s got quite a busy interface with lots of features we don’t need.

        I’ll definitely check out helpscout if we ever decide to move!

        1. We chose that one after reading quite a number of reviews saying that Help Scout is the simplest system out there, it just does what you need it to do without any bloat. It helps that it has a free starter plan too.

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