New Surfulater Help & Support Center

We have once again moved to a new Help & Support Center. For a long time we used a Forum for support. This worked well for discussing new features, but not so well for providing effective support.

We then moved to more of a Help Desk system provided by TenderApp which was pretty good for support, but lacked the forum and discussion capability we previously had. It also fell short in other areas, such as handling multiple products and tracking tickets via. e-mail.

So for a while now I’ve been looking around for a better, more all encompassing package to deliver support and reinstate a discussion area. I almost went with Desk.com but fortunately found FreshDesk.com before it was too late. (I intend to write another post about this).

Our new Surfulater Help & Support Center lets you create private support Tickets, find Solutions to known issues and use the Forums to suggest ideas for future releases, get help from other users, post your tips and request public support.

The best way to use the new system is to ‘Sign Up’ for an account which will give you full access to all areas and won’t bother you with CAPTCHA entry. The ‘sign up’ link is at the top right of the page.

We have brought across the Solutions from the previous system, but not the Help tickets.

Note that with this change our e-mail address custsupport@surfulater.com is no longer in use. For all support issues use the new Support Center. For non-support related matters you can reach us at info@surfulater.com The help@surflater.com e-mail address which we used with the previous Help System works with the new one and will create a new private support ticket or let you reply to an existing ticket.

This latest Help system has a much broader range of features, enables us to support multiple products in the one package and will streamline and enhance our support capability.

-Neville

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2 Responses to New Surfulater Help & Support Center

  1. David Marks says:

    Hi Neville -

    I am a looooooooooong time SurfULater customer [bought my first license in July of 2006] and I’m getting a bit concerned that there have been no updates to SurfULater itself or to your blog in quite some time … add to that the minimal traffic level on the forums, and it makes me wonder if it’s past time to jump ship and move to a different product.

    My reluctance to do this is in part because I have a tremendous amount of data in SurfULater and it is still meeting most of my needs … and because I haven’t found a suitably compelling replacement – and the thought of trying to export all my data from SurfULater and import it in to another product is more than a little daunting.

    What is going on with SurfULater ?

    What are the plans for minor/major releases ?

    Does SurfULater have a future ?

    If you’re planning to End Of Life this product, what assistance are you planning to provide to folks who need to migrate their data to your new product [or to export/import in to another product] ?

    Thanks for your time and attention.

    Best regards,

    -dmm

  2. nevf says:

    Hi David,
    I’ve definitely been remiss at posting on the blog, however I can tell you that development continues unabated on Surfulater Next-gen, which you’ve no doubt read about on the blog. My focus is entirely on that and I don’t have any plans for updates to the current Windows version of Surfulater. As someone famous once said “if it ain’t broke don’t fix it.”.

    -Neville

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