Ask HN: How do you handle ticket management across Discord, GitHub, and email?

3 points by Daniel-Pan 11 days ago | 3 comments

we run a discord server with our Github, forum and email. i am curious how fellow HNs handle ticket management and issue tracking across multiple support channels and connect wit their internal docs. For example users will report same bug in different channels, this will increase the work load on the devs, and as to the company whole. So i have some questions in my mind: 1. What help desk software are you guys using 2. how do you track duplicate issues 3. Has any one used Claude or any automated ticket system. and did it work or just cause more issues. I ask this because we are adding discord in my platform, and are searching if its the right move or not. and what platforms should we include.

toomuchtodo 11 days ago |

I love HelpScout. Strongly consider them. Funnel customer experience and success to them.

(no affiliation, just a satisfied customer)

Daniel-Pan 11 days ago | |

good to know, i researched about help scout and i think it has a complete different use case, (i am not sure what is your industry and what you do, dont want to make an assumption) but i would say that it works for replying fast for a support inbox. it doesnot integrate to the famous support platforms. The original problem is about finding duplicate issues that are scattered in other platforms, like github, forum or a discord. how you resolve them. otherwise you would have to manually find out the resolution for your self.

toomuchtodo 10 days ago | | |

It's a fair point, I suppose my thought when I wrote the suggestion was "You are unlikely to fix this without a lot of time and tech effort, so you should be pushing those who would create tickets directly to where they should be doing it." Perhaps create a bot that scans the various channels you mentioned, enable it with context from your ticketing system of choice, and then have it respond to submitters as it consolidates issue tracking automatically?

Strongly recommend spending ~1 hr exploring HelpScout's multi channel support via their "Inbox" product, no guarantees it solves your problem perfectly, but might save you a bunch of time and get you 80% of the way to your target outcome. Good luck!

https://www.helpscout.com/blog/multichannel-support/

https://www.helpscout.com/inbox/