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Show HN: Full Help – Self-hosted help desk and knowledge base software

fullhelp.com

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Re: Show HN: Full Help – Self-hosted help desk and knowledge base software

#52

Post by fullhelp »

PakG1 wrote: post #49

Congrats, new help desk options are always cool. I can see this being great for web-based businesses, which I suppose is the target from what I can see. For my needs, I unfortunately need help desk software for a corporate environment. That means I need asset management integrated into the help desk software. We are currently setting up GLPI + OCS Inventory NG because we couldn't find any other options that had good…

Thank you!

The software is focused on web-based businesses at the moment, mainly because it makes it simpler. However, I'm always open to suggestions. I'm not familiar with the asset management part, but I will definitively check it out and see if this is something that can be added, either built-in or as separate add-on or application. Just like you, there are other people that may benefit from it, especially when you say there aren't many options with a good integration.

Re: Show HN: Full Help – Self-hosted help desk and knowledge base software

#53

Post by tjbiddle »

Looks fantastic! If you had integration with a phone number (And tell me what calls I missed + voicemails left), analytics on all tickets and calls, and on the support button integration for my website - if it had live chat, leave a message, and suggested articles from my public knowledge base, and added 1-click deployments to AWS/DigitalOcean/etc. - Then I would switch from ZenDesk

Re: Show HN: Full Help – Self-hosted help desk and knowledge base software

#54

Post by fullhelp »

usaphp wrote: post #50

Great product. Do you not worry about someone copying your code and selling it as a saas? I am selling premium Wordpress plugins and it’s incredible how many people try to purchase my plugin and then offer it as a saas

Hey!

It's always a concern for me. I'm looking for ways to detect such cases and that way terminate the licenses, which will prevent the user from downloading any release. Another approach that may work (just an idea), is to secure the documentation and allow access to it to logged in users with one valid license at least, but this has some disadvantages like the affected user experience.

A legal notice is always an option.

Re: Show HN: Full Help – Self-hosted help desk and knowledge base software

#55

Post by fullhelp »

tjbiddle wrote: post #53

Looks fantastic! If you had integration with a phone number (And tell me what calls I missed + voicemails left), analytics on all tickets and calls, and on the support button integration for my website - if it had live chat, leave a message, and suggested articles from my public knowledge base, and added 1-click deployments to AWS/DigitalOcean/etc. - Then I would switch from ZenDesk

Thank you!

Those are all great suggestions! Some of them are already present, like the live chat, leave a message (the same as live chat which fallbacks to email if the user gets disconnected) and article suggestions from a knowledge base (manually configured with JavaScript).

All the other suggestions are great and will definitively consider them.

Edit: I suggest to sign up to the newsletter at fullhelp.com to keep up to date on releases. :-D

Thanks!

Re: Show HN: Full Help – Self-hosted help desk and knowledge base software

#56

Post by kekub »

Is it possible to write a bot using the rest api? Are webhooks available when new requests come in? I work in a big company and our main issue from my perspective is, that it takes up to a few hours until a ticket was dispatched correctly. It would be easy to automate this process but our ticket system does not offer any kind of interface.

Re: Show HN: Full Help – Self-hosted help desk and knowledge base software

#57

Post by fullhelp »

kekub wrote: post #56

Is it possible to write a bot using the rest api? Are webhooks available when new requests come in? I work in a big company and our main issue from my perspective is, that it takes up to a few hours until a ticket was dispatched correctly. It would be easy to automate this process but our ticket system does not offer any kind of interface.

Hi!

Not at the moment but both are planned. Webhooks will come first as this facilitates, even more, the integration between other systems.

Thanks!

Re: Show HN: Full Help – Self-hosted help desk and knowledge base software

#58

Post by reacharavindh »

fullhelp wrote: post #22
reacharavindh wrote: post #20

Earlier quoted context omitted.

I tried the demo and was impressed by the simplicity and clarity of everything. I plan to purchases as soon as the boss man says ok. Little piece of feedback: it would help if you say what the user gets when they purchase this. As in - A PHP application with instructions on how you can host with nginx and MySQL or something like that.

Thank you! That's one of the goals and I'm glad that I've done it right! :-D Feel free to get in touch anytime you need something or have a question about the system or anything else. Always happy to help! I will take your suggestion into consideration when working on the landing page and the documentation. Right now, the user gets access to the full app source code and the instruction currently available at docs.ful…

If you're still here and reading - It would be great to have a full text search interface through the email support requests.

Re: Show HN: Full Help – Self-hosted help desk and knowledge base software

#59

Post by dominicr »

fullhelp wrote: post #42
scrollaway wrote: post #38

Looks very nice. I know you decided against selling this as a SaaS but please reconsider. That you are self-hostable is a selling point that will drive potential hosted customers to you. It's the same story with Gitlab: I love that it's open source and self-hostable. I prefer they take care of the hosting for me, but it's good to know if they go under, I can switch to the self-hosted version and there will be very fe…

Hey! I will be considering it, you are right. Some people just don't want to bother with the technical stuff that comes with managing servers and/or installing the software. I'll definitively consider a SaaS version. Thanks!

Something to consider is that often I'll test drive a product with a few people on the cheapest possible plan, or free trial, for a month or two before rolling it out. Being able to do that really quickly, without setting up hosting, is a big benefit. If a customer can jump in straight away for a month long trial it might increase sales.

Also, I'm not in the market for this right now but I keep a list of products I've seen and liked. The need to sign up for your demo stopped me looking at it. Consider if you can remove that crucial barrier to people seeing your app. Something like read only, a preset user, or generate an account automatically with a disposible email address.

Re: Show HN: Full Help – Self-hosted help desk and knowledge base software

#60

Post by pplonski86 »

fullhelp wrote: post #2

Re-post as suggested by a moderator due to problem with account and post visibility. I'm Gerardo, a web developer based in Puerto Rico. Full Help is a self-hosted help desk and multi-knowledge base software created for small businesses and freelancers. The backstory: I was using Help Scout and Zoho Desk before considering creating something like Full Help. Both services are excellent, the problem with Zoho Desk is th…

Hi Gerardo!

Congratulations! The product looks very neat. I got questions:

1. What does the logo mean?

2. Do you have two servers, one for REST and one for web sockets? (I'm trying to use similar architecture in my product)

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