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What was Support Logic Helpdesk?
Support Logic was a helpdesk application designed to simplify the customer support process by providing ticket tracking for support issues, canned response for quick customer notifications, screenshot support for technicians, and native email support.
Development and user support for Support Logic Helpdesk ended in 2006. A few years after that Support Logic Helpdesk was dropped from Fantastico, the commercial script library nested in cPanel by many hosting providers, and the primary way most users installed Support Logic Helpdesk. As a result neither a one-click or manual installation method is available for Support Logic Helpdesk. However, there are many good alternatives to Support Logic Helpdesk that you should consider. Read on and we’ll help you find some potential alternatives.
What was Support Logic Helpdesk used for?
No matter what your product or industry, chances are your customers will occasionally call upon you (or your tech and support staff) for assistance. Having a helpdesk application in place on your web site can save you time and effort (while improving customer satisfaction) by allowing you to track, respond to, and resolve customer trouble tickets more quickly.
Support Logic Helpdesk was a complete ticketing system for support issues that was open-source, easy to use, and free. As a result, at one time Support Logic Helpdesk was a leading tool for online support ticketing systems.
What was unique about Support Logic Helpdesk?
Support Logic added a dedicated helpdesk application to your website, enabling the creation of trouble tickets, email tracking and automated response (i.e., “canned” responses that provide the customer with a quick answer or notify them you’re addressing their issue), and the use of various control panels optimized for customers, tech support staff, and administrators (i.e., you) at each step of the support process.
In addition to having full access to every email related to a given ticket, tech support staff could also embed links and attach documents and screenshots when responding to customer requests. As an added bonus (and to help minimize those “did you fix my problem yet?” messages that might otherwise crop up from anxious customers), you could set a limit on the number of emails each user can send the helpdesk each day.
How do I get Support Logic Helpdesk?
Many hosting providers offer a library of useful apps for easy one-click installation. Fantastico is one such library used by several popular hosting companies. If your hosting provider offers one-click installation of website builders like Wordpress, ecommerce solutions like Zen Cart, and survey apps like LimeSurvey those one-click installation are being offered through a commercial script library such as Fantastico or MOJO Marketplace (formerly SimpleScripts).
At one time Support Logic Helpdesk was a free one-click installation using the Fantastico script library. However, development and support for Support Logic Helpdesk ended in 2006 and the application has since been dropped from the Fantastico script library.
So the simple answer is: you don’t get Support Logic Helpdesk. At one time Support Logic Helpdesk installation was a one-click installation, and if that wasn’t available you could simply download the installation files from the application’s website for manual installation. Unfortunately, both of those options are now off the table. In addition, even if you do manage to find the application files use of an application that hasn’t been updated since 2006 should be avoided.
Instead of using Support Logic Helpdesk take a look at the one-click installations offered by your hosting provider and also check out the following alternatives to Support Logic Helpdesk.
What are some alternatives to Support Logic Helpdesk?
There are many other support ticketing systems to consider. If you have already selected a hosting provider take a look at the one-click installations they offer to see if a good ticketing solution could be automatically installed. Some popular alternatives to Support Logic Helpdesk include:
- Support Incident Tracker or SiT!
- ViArt Helpdesk
Points to Remember
A helpdesk solution is a critical part of many online businesses and organizations approach customer service. Picking the right support ticketing system can play a part in giving you the best opportunity to delight your customers.
Support Logic is no longer in development, and is not available for download or automatic installation. You should consider modern alternatives such as osTicket, HESK, SiT!, and ViArt Helpdesk.
Support Logic Helpdesk Hosting Frequently Asked Questions
What does the word “ticketing” mean in reference to customer support applications?
When a customer contacts support with an issue a ticket created. This ticket is a way of organizing issues as they are reported, creating an easy method to assign an issue to a support engineer for resolution, and results in a system that can be used to ensure each customer inquiry has been resolved. In short, a ticketing system in customer support is an organizational tool that gives the company the structure needed to make sure the concerns expressed by customers don’t fall through the cracks.
I don’t like getting canned responses. Why would I use canned responses in my customer support application?
Canned responses have gotten a bad rap. If canned responses are properly crafted, and bolstered with genuine personal communications, they can be very helpful. Lets think about the most common canned response: notification that your submitted comments have been received. This is a critical communication. It serves to notify a customer that they have been heard, and should include information on what to expect to happen next. Where canned responses go awry is when they are poorly written, in a too-formal tone, and don’t provide useful information. So don’t be afraid of canned responses, but do be careful to write them well and to balance them with individually written emails when appropriate.
I just use a normal email inbox for customer support. Why should I consider a helpdesk application?
Using a standard email address is fine if your customer support needs are small in number. However, as your organization grows and the number of support needs multiply you will be better served by a helpdesk application that provides built-in organization (ticketing), the ability to attach documents and screenshots, and native email support. If you do find yourself currently using a standard email inbox for customer support the best time to implement a helpdesk application is now, before you actually need it.