In case you have not yet noticed, recently we upgraded the software that our customer helpdesk and portal (My Rochen) runs on. Apart from being far more efficient for staff (which translates to better/faster customer support) one of the features I am personally most excited about is the new internal Knowledge Base.
As a client you can see this new feature here. You will need to be logged into My Rochen to view this link though.
What does this mean for you as a customer?
Here at Rochen, we will continue to provide the same level of personal support via our helpdesk, however, now we have this new tool to help even further. At this time, the contents are somewhat limited, however, over time they will increase.
The system will automatically offer you articles to read from the knowledge base as you enter your ticket based on the contents of it. These articles will simply appear to the right of your screen so as not to impede or slow down your ticket submission, but if the answer to your question catches your eye then it could save having to even click submit!
We hope this continues to enable us to provide all our clients with what we believe is the best hosting support in the business!
Brad Baker has been a member of the Rochen team since early 2003 and is a founding core-team member of the Joomla! Open Source Project. He also blogs here.