MDNW started with a free trial of Ticksy, and within two days, Jones moved all support to the new system.
In most cases, MDNW can now respond to tickets within 24 hours.
In addition, many customers have been able to find answers to their questions on their own without having to involve MDNW's customer support staff.
MDNW can also take high-priority issues that come in through the Ticksy system and create FAQs on the fly if more than a couple of tickets come in within a given week on the same topic.
All that has freed up time and money, enabling MDNW's three-person support staff to work more effectively and efficiently.