Hi all,
Let me give you the rundown of my business before I go into the details of what I am requesting here. I run Services HQ with over 700+ clients, and when a client requests a service, a fix or anything else related to my services, they make a ticket in my Discord. This is not a services team even though “Services” is in the name. When I first made the Discord, this was a mistake on my behalf, but changing the name now would cause problems with people not knowing it. Perhaps in the future I will. Anyway, I digress, but in simple terms, it’s a Discord where I push for all my clients to make a ticket in it for my organisational purposes.
Now, this is brilliant and all clients making tickets, but this has a few issues I am becoming quite aware of growing above 1000 members in the Discord, and for future awareness. First off is client confidentiality, which is not possible due to me naming the tickets, so I know who they are by and what needs to be done. For example, “pteroinstall-blaze.” This shows the clients name and people can look on the side of Discord for “Blaze” and DM him malicious content, try and drive him away from my services to another individual or attempt to state with false evidence I am a bad person. Now, you may be wondering “Why do you make the channel names public then”… they aren’t. Welcome to the world of “BetterDiscord”, as we all know, many people use it, and can spy on the channel names. I am not going for solutions along the lines of “Don’t name the channels” otherwise this doesn’t help with my organisation, or “Use a code to reference the tickets in a spreadsheet”, this would take me much longer when I don’t have enough time already to handle all of my streams of tickets.
The next issue is organisation and planning out my time. I will be honest and sometimes fail to meet client demand and help them out when required. Unfortunately, it’s due to my medical diagnosis and other factors which, of course, are my own fault and I shouldn’t be trying to blame it all on my conditions, cause me to not plan out my tasks to get them done in the right order. I wrote this in my announcements - https://jasmeow.pics/S01LEc.png. I wrote this as it was impacting everything I was doing quite significantly. For example, I have kept a client waiting for a good 2 weeks while I sorted out brand new clients, which is just unacceptable. Since he is a good friend, he is completely forgiving, but again, it hurts reputation and friendship.
This is the sole reason I am making this thread. For protecting client data, privacy and helping with my organisation. I am calling out to help to everyone to find me a solution to my madness, and finally find a way that works for me. There are multiple different requirements I have for this end user interactable website, so I will list them out in the easiest way possible. Please bear with me if I waffle on with some of the points, as I am only trying to convey the way I want it to plan out, and voice chats are much easier for me as my mind races with ideas and doesn’t get straight to the point.
I am currently looking for a CRM/Ticketing/Live Chat system all in one solution. If it needs to be developed, then so be it, but note I am on quite a tight budget, and would rather not pay $100+ in development costs unlike some of my other projects the costs people have projected at me. It will only be myself using the application, but would be nice in the near future if I could add someone else, so possibly administration permissions, groups, etc. This might sound like a big task, but it really isn’t. These are my simple requirements:
MUST HAVE REQUIREMENTS:
If you are wanting to help me find a free/paid solution, you MUST hop in call with me and walk me through using it. I need to know how to use it, and how the client logs into the frontend also. It’s important I don’t get stuck and need to feel accustomed to it, testing with 5 of my clients to see how they like it and gather reviews. They need to feel comfortable handling their new tickets though this system. If it is selfhosted, I am more than happy to try it out if you have used it before, and I will install it on a VPS and you show me how it works fully. I have no problem with this.
If its custom made, please be aware of the budget. If it’s too low, I can increase it, but please do note I can only pay like $100 a month in instalments if this occurs. Please try to be someone who can hop in voice calls and is fluent in English, also happy to screenshare and work with me. I am quite fussy with the way layouts and UI design is done, as I prioritise my clients over anything. If the frontend admin side is terrible for me, so be it, I just need a good customer experience for them. I will consistently ask for revisions and changes.
I appreciate your time and advice helping me look
Let me give you the rundown of my business before I go into the details of what I am requesting here. I run Services HQ with over 700+ clients, and when a client requests a service, a fix or anything else related to my services, they make a ticket in my Discord. This is not a services team even though “Services” is in the name. When I first made the Discord, this was a mistake on my behalf, but changing the name now would cause problems with people not knowing it. Perhaps in the future I will. Anyway, I digress, but in simple terms, it’s a Discord where I push for all my clients to make a ticket in it for my organisational purposes.
Now, this is brilliant and all clients making tickets, but this has a few issues I am becoming quite aware of growing above 1000 members in the Discord, and for future awareness. First off is client confidentiality, which is not possible due to me naming the tickets, so I know who they are by and what needs to be done. For example, “pteroinstall-blaze.” This shows the clients name and people can look on the side of Discord for “Blaze” and DM him malicious content, try and drive him away from my services to another individual or attempt to state with false evidence I am a bad person. Now, you may be wondering “Why do you make the channel names public then”… they aren’t. Welcome to the world of “BetterDiscord”, as we all know, many people use it, and can spy on the channel names. I am not going for solutions along the lines of “Don’t name the channels” otherwise this doesn’t help with my organisation, or “Use a code to reference the tickets in a spreadsheet”, this would take me much longer when I don’t have enough time already to handle all of my streams of tickets.
The next issue is organisation and planning out my time. I will be honest and sometimes fail to meet client demand and help them out when required. Unfortunately, it’s due to my medical diagnosis and other factors which, of course, are my own fault and I shouldn’t be trying to blame it all on my conditions, cause me to not plan out my tasks to get them done in the right order. I wrote this in my announcements - https://jasmeow.pics/S01LEc.png. I wrote this as it was impacting everything I was doing quite significantly. For example, I have kept a client waiting for a good 2 weeks while I sorted out brand new clients, which is just unacceptable. Since he is a good friend, he is completely forgiving, but again, it hurts reputation and friendship.
This is the sole reason I am making this thread. For protecting client data, privacy and helping with my organisation. I am calling out to help to everyone to find me a solution to my madness, and finally find a way that works for me. There are multiple different requirements I have for this end user interactable website, so I will list them out in the easiest way possible. Please bear with me if I waffle on with some of the points, as I am only trying to convey the way I want it to plan out, and voice chats are much easier for me as my mind races with ideas and doesn’t get straight to the point.
I am currently looking for a CRM/Ticketing/Live Chat system all in one solution. If it needs to be developed, then so be it, but note I am on quite a tight budget, and would rather not pay $100+ in development costs unlike some of my other projects the costs people have projected at me. It will only be myself using the application, but would be nice in the near future if I could add someone else, so possibly administration permissions, groups, etc. This might sound like a big task, but it really isn’t. These are my simple requirements:
MUST HAVE REQUIREMENTS:
- I need something easy, open source/selfhosted, a client can login to the front end and make tickets, interact in real time with live chat like Discord and upload files, store credentials, etc. It doesn’t have to be OS/SH if it works for me and I like it, like Freshdesk, Jira, etc. I don’t mind paying $10 a month if so be it for my clients if it means something that works!
- The live chat feature has to be fully live; this is a must. The client shouldn’t have to refresh the page or me to see a ticket update. It needs to be like Discord! I hate refreshing pages :/
- It profiles the client so it’s in my database, kind of like a CRM. Doesn’t have to be called a “CRM”, and that’s not the huge requirement as I know these are expensive. If they make a ticket, I can see their history, see if I need to pull something from one of them, all the analytics since who doesn’t like pretty graphs, any storage of SSH keys or files, etc.
- SSO login. Not Google or anything, just Discord OAuth. It’s basically like my reviews page here: https://reviews.jasmeowthecat.lgbt – It’s a NodeJS application that simply collects reviews by a client logging into Discord. It collects their PFP, ID and Name. This would save a lot of my time not entering in all the client information manually.
- I must be able to create categories, statuses, tags for clients, etc. Basically, organisational variables if it’s called this.
- Be able to rename tickets, put markers on tickets, get reminders when I haven’t replied to tickets in a while, custom notification options for me and the client.
- On lost focus of Chrome window, please hide the application, such as alt tabbing so it's not seen during that process, or hovering on it in the taskbar accidentally. Don't want it viewable at all basically.
- I can switch the view to a “Drag Tickets” design around like Trello/Microsoft Planner, so it’s in different “headers” as it were, “To Do”, “Urgent”, “Waiting Client Reply” etc. Kind of like ClickUp with the different statuses.
- Sounds (pings) and toast messages like BuiltByBit so it tells either the client or me they have a new reply or update. This can attract attention and make sure people reply.
- A client can add full customisation and information to their “profile” as it were, such as email so it emails them with ticket updates, portfolios, social media, signature when reply, etc. Whatever the client desires.
- Basically, a full on variable system I can completely customise to see fit in an admin backend side. IE: Client asks “Hey I want to add twitter”, I go in backend, make a new textbox for the profile page, give it validation “string” text type, then they can add one. Boolean, Number, etc. I can make custom variables for all of the areas, and it just integrates into it.
If you are wanting to help me find a free/paid solution, you MUST hop in call with me and walk me through using it. I need to know how to use it, and how the client logs into the frontend also. It’s important I don’t get stuck and need to feel accustomed to it, testing with 5 of my clients to see how they like it and gather reviews. They need to feel comfortable handling their new tickets though this system. If it is selfhosted, I am more than happy to try it out if you have used it before, and I will install it on a VPS and you show me how it works fully. I have no problem with this.
If its custom made, please be aware of the budget. If it’s too low, I can increase it, but please do note I can only pay like $100 a month in instalments if this occurs. Please try to be someone who can hop in voice calls and is fluent in English, also happy to screenshare and work with me. I am quite fussy with the way layouts and UI design is done, as I prioritise my clients over anything. If the frontend admin side is terrible for me, so be it, I just need a good customer experience for them. I will consistently ask for revisions and changes.
I appreciate your time and advice helping me look
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