http://support.exaion.com/helpdesk/ (Web Hosting Helpdesk)

[eXaion]

Hey everyone,

This is a Web Hosting Support Helpdesk.
Only the helpdesk section works, the rest are broken links.

http://support.exaion.com/helpdesk/

I'm looking more for useability related comments than design related.

I would like to know:

1. Your first impression.

2. What you think of the layout.

3. Browse the FAQs, do you find it difficult to navigate around it?

4. Click on each section of the Helpdesk, see if you see anything wrong.

5. Submit a Support Ticket (with an actual question), see if the form is straightforward.

In other words, test it completely.

Also, any suggestion concerning anything will be gladly received (whether negative or positive).

Thank you for your time.

[salomon741]

Don't worry, I wouldn't critique it anyway for deign, since it looks just fine.

I see a problem with the contact us: it seems to be handled only for existing customers. Unless you provide some other contact info at another part of your site, I suggest adding this in the email form: Please provide the following information (for customers only). That way you won't alienate new potential customers wanting to know more.

I like how after I submit my question it tells me that the submission was a success and takes me back to the support page. It does it for me, and eases the strain of having to read and click on a link. However, once my question receives a reply, will I be notified in my email with a link? If not, add another autoresponder.

The FAQ's are well done and detailed. I hate when sites just give a one-liner for a FAQ. There is one change that should be made: compress the content a little so that a visitor doesn't have to scroll as much just to see the FAQ's. Accomplish this by moving the links 'helpdesk home' and 'helpdesk login' to the same line as the title FAQ's and Knowledge base. Then shorten the search box. I find that when I look for support I want to find what I am looking for as fast as I can, and by making the FAQ's closer to the top of the page, you can accomplish that. It is a great help to customers, and even little changes make a difference.

Hope this helps...

[eXaion]

I see a problem with the contact us: it seems to be handled only for existing customers. Unless you provide some other contact info at another part of your site, I suggest adding this in the email form: Please provide the following information (for customers only). That way you won't alienate new potential customers wanting to know more.

I added a radio select that asks whether the person is a customer or not, if not, certain fields are hidden. Unfortunatly, I'm using collapsing tables...is there a way to do it in Mozilla? I mean, without breaking the englobing table and using two DIVs?

I like how after I submit my question it tells me that the submission was a success and takes me back to the support page. It does it for me, and eases the strain of having to read and click on a link. However, once my question receives a reply, will I be notified in my email with a link? If not, add another autoresponder.

You should have received a receipt confirmation saying it has been posted and you will receive the reply by email with a link to the page.

The FAQ's are well done and detailed. I hate when sites just give a one-liner for a FAQ. There is one change that should be made: compress the content a little so that a visitor doesn't have to scroll as much just to see the FAQ's. Accomplish this by moving the links 'helpdesk home' and 'helpdesk login' to the same line as the title FAQ's and Knowledge base. Then shorten the search box. I find that when I look for support I want to find what I am looking for as fast as I can, and by making the FAQ's closer to the top of the page, you can accomplish that. It is a great help to customers, and even little changes make a difference.

I compressed the search box, but what screen resolution are you on?

Thanks.

[Maximilian]

Greetings - eXaion,

Here is the WPW Discussion Forum for site "Accessibility & Usability" advice:

http://www.webproworld.com/viewforum.php?f=12

I think this is the type of focused advice you are seeking for the critique your new help desk.

BTW - your help desk looks organized & consistent.

Cheers!
Max