Ticksy is a customer support application that has been boiled down to the absolute minimum in features and clutter. This isn’t a criticism. Ticky’s own marketing makes it clear that this is a cloud application that doesn’t require a great deal of set-up. In the team’s own words, Ticksy is designed to be an antidote to ‘bloatware’ in the cloud.
Just because Ticksy isn’t laden with features, that doesn’t mean it’s basic. It’s certainly simple – possibly too simple for some. But Ticksy has a trick up its sleeve, and it’s a stroke of genius. It may not be totally unique, but I’ve not seen it handled this well in any other customer service or help desk cloud application.
Logging a ticket
Ticksy initially asked me to set up a list of products. For the purposes of our review, I added three dummy products (apps) and assigned the support chores to Rated Cloud CS, the customer support login. I created two client accounts, one under my own name and one as Mathew Dixon. Let’s look at how the ticket logging process works.
Creating dummy accounts for this review was a bit of a pain; admin users can’t create tickets. This is presumably intentional: the aim seems to be to keep the user interface as clean as possible. It would have been nice to have a way to try everything out without having to sign up three times, but it didn’t take long. I enjoyed the fact I didn’t have to verify my email address to get started – a nice time-saving touch. Users in a hurry can also use their Twitter or Facebook account to log in.
Once logged in as a customer (Claire Broadley), I was met with a very minimal interface which made the logging process quick, accessible and friendly. The choice between posting a Public ticket (i.e.a ticket accessible to all logged in customers) and a Private ticket (a traditional help desk or support ticket) is easy to spot, and the buttons are colour-coded which is a really nice touch. I added two tickets: one Public, one Private.
This is where things get interesting.
By sharing Public support calls with other users, Ticksy actually turns your customers into a source of peer-to-peer technical support desk. It adds a preliminary layer – a kind of customer forum – within the ticket system. Many companies have a support desk and a forum: GetSatisfaction is a reasonable attempt at combining the two. I have yet to see any cloud application handle it as elegantly as Ticksy. In fact, I’ve used a fair few customer support and help desk applications and I was seriously impressed with this feature.
So let’s say a second user, Mathew Dixon, logs on to report the same problem. Immediately they can see another user has already posted a Public ticket about it.
This helps the helpdesk team in a number of ways:
- it easily helps them to identify which problems are widespread.
- it allows them to pool comments and feedback from a range of users on the same problem – ideal for quick diagnosis.
- it cuts down on the amount of tickets a customer service representative has to respond to and update, saving an enormous amount of admin time.
Working with Tickets
On the admin side, Public and Private tickets are split. There are no priorities, no urgency indicators – in fact, nothing much apart from the two tabs at the top. Ticksy notifies me that I have two issues to deal with.
Responding to Public and Private tickets is roughly the same process. I can reply to the ticket to update the users about the issue, and I can choose to close it. If the thread is Public, I can choose to send a Private response. I can’t edit anything after it has been sent, but I can delete a response: if the issue is closed, deleting a response doesn’t re-open it. My one criticism here is that it’s unclear who receives a response in a multi-user ticket.
Until the ticket is closed, the users participating can rate it (always a strange feature, I think). I can see my average response time too.
I can also create a FAQ entry from the ticket. This is a very basic version of a Knowledge Base. There isn’t even a WYSIWYG editor, never mind a file attachments option, so I’m not sure how practical this would be without an external cloud file storage service.
Once my ticket is closed, it’s moved to my Archive. I can filter the Archive to retrieve old tickets and re-open them by posting a new reply.
Simple and Smart
If you’re looking for a customer support cloud application, you really are spoilt for choice. I thought Ticksy was going to be pretty similar to Desk.com (formerly Assistly), but it was far more enjoyable to use, simply because I barely needed to do anything to get started. I had to add products manually, but if you’re an Envato user, you can automatically import your products. It would be nice to see this extended to some other common platforms such as Magento and Shopify.
Additionally, Ticksy’s interface is gorgeous. Panes glide into view, colour coding makes everything easy, and there isn’t a single box, link or field on the screen that doesn’t have to be there. Logging a ticket is so quick that I imagine any disgruntled user would be appeased by the ease of use if nothing else.
I worked on IT help desks for a few years, so I understand that some customer service teams need more than Ticksy provides. But equally, some only need the basics, and they want to get started fast. This cloud application is not really aimed at companies which need a complicated series of escalation rules, in-depth reports or granular priorities and urgency flags. Pretty much any company could be up and running with Ticksy in five minutes, and the monthly $5/user fee makes it affordable enough for a small organisation.
Ticksy feels like a young application with a lot of promise. I’m left wondering if the team can build on their application while keeping it so minimalist and clean.
Category: Initial Reviews
About the AuthorClaire Broadley is a technical author and SEO copywriter. She reviews cloud applications and SaaS products for Rated Cloud.
View Author Profile