Building a Social CRM Help Desk with Active Social

by Will Morgenweck on 17 Feb 2010 10:21 AM

Tags: Social CRM, DotNetNuke, Help Desk, News

By Friday we will change our current help desk system to a new system based upon Active Social. The new system will leverage the Messaging API and serve as an example of how you can build custom applications within Active Social. Here are a few of the initial features:

Allow registered users to initiate various inquiries

Support Tickets
License Reset
Pre-Sales Questions
General Questions

Inquiries will be sent to a group (Active Modules Staff) using the Messaging API.
User that originally submitted request will be instantly updated using the built in Notifications functionality.
Ability to create a support ticket from an existing forum post.
Staff will have one click access to user history, activity and account details.

If you have ever used getsatisfaction.com or uservoice.com you will have a pretty good idea of the direction we are heading. We plan to use this internally for several weeks before we make it available as an add-on. Any feedback you have will be greatly appreciated.

Will Morgenweck
Active Modules

12 Comments for Building a Social CRM Help Desk with Active Social

Raymond

17 Feb 2010 10:30 AM

So does this mean when you implement this we should all put in a support ticket to see how it works? :-)

or will you add it to ActiveSocial.com so we can test it there?

Marc H

17 Feb 2010 10:33 AM
www.biservices.eu

Hi Will,

I am looking forward to use this add-on and replace Active Cases with this. Do you require some test users?

Will Morgenweck User is Offline

17 Feb 2010 10:39 AM
www.activemodules.com

So does this mean when you implement this we should all put in a support ticket to see how it works? :-)

or will you add it to ActiveSocial.com so we can test it there?

It will be live on this site first. If support volume stays where it is now we will probably ask for a few people to create tickets.

Adam Jones User is Offline

17 Feb 2010 10:51 AM

Looking forward to testing..

G.O.

17 Feb 2010 09:52 PM

awesome !!! We have been waiting for Active Cases for a while....

G.O.

18 Feb 2010 03:03 AM

There was talk of two release updates before the end of Feb so I am hoping this is one and AF5 is the other !!

Go team AM !!

Cliff Hammock User is Online

18 Feb 2010 07:30 PM

Everyone has their own set of needs right now. But I am hoping for AF5 and ActivePurchase Integration into AS. I guess time will tell.

I personally have a good solution for Help Desk right now. BUT... it will be great to see how this serves as a way to build custom apps with the AS messaging API. I am sure this will start the emergence of AS as a development platform instead of just a DNN module. Well, it's not just a DNN module even now. You know what I mean.

Cliff

G.O.

26 Feb 2010 05:23 AM

any chance you are still on track for this 'friday'

G.O.

30 Mar 2010 04:20 AM

Will, any update on this topic. I know you just mentioned that you are doing an AF and AS patch first and then AP but active cases / this help desk system seems to have lost its place in the to do list again ?