I am building a new web app which hopefully will be subscription based, and I am wondering what will be better:
to develop a quick ticket module
redirect user to separate knowledgebase / ticket app (the way the web app is created, it will take no more than a day to built such a model)
My concerns are:
If I made the support so easy I maybe get a lot of petitions, which would be normally user resolved. Too many support petitions will lead to delay in response, and more work for our team.
The app is no fuzz and very intuitive, however there are a couple of things that user should know about the service, and maybe the closeness of the support module will be a pro.
What is better for the user experience, to create a built in ticket module in the web app, or handle all support requests through another website with a full knowledgebase and tickets?