support site to customers

Several months ago I ordered a number of niche sites
After payment they gave me a link to support

From that moment all my communication with them was through the website
There was a file which details I should give them
I opened a support ticket
And all my questions and their update was in this way

1.What do you call a site like that?
2.Is it expensive to create?
3.Is it possible to integrate with WordPress site?
4.Are support personnel must enter the site every time they want to write to customer?

##1.What do you call a site like that?
Well, a support site.

##2.Is it expensive to create?
No, there are a lot of scripts, with features that differe slightly. Some are purely focused on opening and closing support tickets. Others offer the ticket functionality as part of a bigger project management effort.

##3.Is it possible to integrate with WordPress site?
Yes. There are a few WP ticket tracking plugins.

##4.Are support personnel must enter the site every time they want to write to customer?
Not necessarily. Some of them integrate with email. That said, having one screen to open and close tickets is a good thing. You can have an easy overview of tickets that are still open, time to respond to tickets, and you can easily have many different people who can be geographically dispursed all dealing with tickets. You sign out the ticket, you work on it, you close it. Repeat till closing time.

Quick google search reveals two plugins for WP that you could consider

http://wordpress.org/extend/plugins/wats/
WordPress Advanced Ticket System

http://codecanyon.net/item/wordpress-email-ticket-support-plugin/254823
WordPress Email Ticket Support Plugin

judson
thanks for your long answer

orit