Comments on: Why we should care about students’ email addresses and Twitter names http://lincoln.nickjackson.me/why-we-need-emails-and-twitter/ A look into the exciting work of Nick. Mon, 13 Feb 2012 14:32:28 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Nick Jackson http://lincoln.nickjackson.me/why-we-need-emails-and-twitter/comment-page-1/#comment-958 Nick Jackson Tue, 31 Aug 2010 14:34:02 +0000 http://lincoln.nickjackson.me/?p=326#comment-958 The blog post specifically refers to ZenDesk, although some other solutions such as Parature are also being looked at. I'm a big fan of ZenDesk having used it in other places (the rules, targets and so-on make it so easy to keep on top of everything), but I agree it does look expensive. The trouble with SAAS is that it seems pricey, but only when put against the raw cost of a package to do the same in-house. For example, 50 agents in ZenDesk is $14400 a year (about £9350), but remember that this includes the whole thing (servers, hosting space, bandwidth, new features, support, set-up, the works) versus a bit of software which you need to provide the infrastructure for. Ultimately it's down to the circumstances of your helpdesk, number of agents etc. as to whether it makes good sense. I know in big helpdesks it can get very expensive very quickly, but then again in those situations ZenDesk is more likely to cut you a deal. My only real advice would be to get a trial of the services you're looking at, and see how they'd work for your particular situation. The blog post specifically refers to ZenDesk, although some other solutions such as Parature are also being looked at. I’m a big fan of ZenDesk having used it in other places (the rules, targets and so-on make it so easy to keep on top of everything), but I agree it does look expensive.

The trouble with SAAS is that it seems pricey, but only when put against the raw cost of a package to do the same in-house. For example, 50 agents in ZenDesk is $14400 a year (about £9350), but remember that this includes the whole thing (servers, hosting space, bandwidth, new features, support, set-up, the works) versus a bit of software which you need to provide the infrastructure for. Ultimately it’s down to the circumstances of your helpdesk, number of agents etc. as to whether it makes good sense. I know in big helpdesks it can get very expensive very quickly, but then again in those situations ZenDesk is more likely to cut you a deal.

My only real advice would be to get a trial of the services you’re looking at, and see how they’d work for your particular situation.

]]> By: Nick Skelton http://lincoln.nickjackson.me/why-we-need-emails-and-twitter/comment-page-1/#comment-928 Nick Skelton Mon, 23 Aug 2010 21:13:32 +0000 http://lincoln.nickjackson.me/?p=326#comment-928 Which SAAS help desk package are you looking at and keen on? A Bristol we're looking to replace our current system, and all the options look expensive. Which SAAS help desk package are you looking at and keen on? A Bristol we’re looking to replace our current system, and all the options look expensive.

]]> By: Alex Bilbie http://lincoln.nickjackson.me/why-we-need-emails-and-twitter/comment-page-1/#comment-919 Alex Bilbie Sun, 22 Aug 2010 21:25:45 +0000 http://lincoln.nickjackson.me/?p=326#comment-919 One solution is to add extra fields enrolment forms for Twitter/Facebook/Foursquare/whatever ID One solution is to add extra fields enrolment forms for Twitter/Facebook/Foursquare/whatever ID

]]>