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Comment by oneplusone | Hacker News Reader

I would love to use this but these are some serious issues:

1) All packages should have SSL. I don't do business with companies that think security is an optional feature.

2) Single sign-on should be available for all packages. I am not interested in a walled garden approach for my app's support.

3) I don't care about white labeling, but a custom design is extremely important to me. Support is too important for our growth to just throw our brand out the window. Any support system needs to be contained in my website's frame.

That said the app looks really nice. A demo would go a long way to giving me a sense of the user's experience because as it is I don't know what 1/2 of the features are and how they are accessed.

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Thanks for the feedback:

1) The entire admin experience is SSL only. Our pricing grid references SSL but that's primarily for private communities (our widgets all support SSL environments)

2) We'd love to get SSO in the hands of as many people as possible but the support costs on it are quite high. I'm happy to work with people on this point.

3) We have design customization (check out http://foodily.uservoice.com/) and more is on the way.

We put a bunch of videos on http://uservoice.com/fullservice did you see those? Or were you looking for a demo of a live account?

I saw the videos, but they weren't very good and didn't give me any sense of how the app worked.

2)If SSO isn't an option due to support costs then how about having no user registration at all. I don't see any reason why people should be able to sign into a support site.

3) I know you have design customization, I am just not willing to pay the price for it. I think it should be standard with all accounts.

That said the foodily example is quite nice, but the navigation is hurting my head. I am getting lost rather easily.

1) Yeah we're working on more in-depth workflow videos and a live demo.

2) It's for giving feedback on your product. We don't force people to signin but we do ask them for a name and email (like blog comments). It's so that you can follow up with those people when you launch that new feature or fix their issue.

3) Design customization is on all accounts (like what Foodily used). Full HTML/CSS customization is currently only on the highest plans.

This is great feedback on where we're creating confusion. I appreciate you taking the time.

I also would like to emphasize the value of a demo. Feature lists and videos do not let me control the experience and get the answer to my questions as quickly. Also, make sure to put it at the top, in the same bar as your logo.

Many times, I have bought a service over another because of the speed at which I can see exactly what I get. I want land on your page and be able to see demo, right off, and immediately see the concept, design, and layout. No ready, watchy, or thinky, just clicky.

Hey Lost,

HN won't let me reply directly to your latest reply. Weird.

This is great feedback, and I'm trying to figure out the best way to act on it. Here are some options:

1. Point to a user-facing demo (like http://feedback.uservoice.com) 2. Point to an admin-side demo where you can play with fake tickets 3. Offer a 30-day free trial (which we do, but it may not be easy to find)

Which would be best for you?

-Evan Hamilton Community Manager, UserVoice

Why are the SSO support costs high? I implemented the SSO for ZenDesk by myself in about 1 hour. Maybe your design could use improvement?

The only problem I have with ZenDesk & SSO is that you cannot merge user accounts with SSO enabled. It causes a huge problem b/c customers use multiple email addresses and we end up with 3-4+ accounts for a single real customer.

They're not high for most people. They're high for a small subset of people that don't know what they're doing as soon as they read "JSON" :)

I especially agree with point 3: white labeling is not so important. but being able to choose from some designs, or letting me provide my own seems important. And having it say "User Voice" with the logo is either a non-issue, or is a plus for users (who might be familiar with User Voice and appreciate that you're taking user support seriously)

I'd like to think it's the latter. At least that's the goal. I'm pretty sure you get better experience from companies that take the time to engage their customers with something like us.

You can actually customize your design (see http://foodily.uservoice.com/) of your site and also your widget (including the text and colors you want to have on the tab).

These are all really great points. It looks like #1 has been addressed, but #2 and #3 are definitely huge problems that I wish weren't so common :/ Hopefully UserVoice considers it.

We take all feedback very seriously. Pricing and plans is something we're always iterating on.

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