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| Import Data from Other Help Desk Products |
Tools are available that will import data from competing help desk products. Manual migration of tickets, contacts and other data is not necessary in order to make the move to eSupport. |
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| Import Data from Other Help Desk Products |
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eSupport's user interface is well known for ease of use and fluidity. We have developed a highly intuitive layout through the use of design standards to ensure that user interface elements are placed where they're first searched for. AJAX has been utilized to reduce page load times and to provide the look and feel of a desktop application. |
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Custom fields allow for comprehensive customization of the support desk in all the right places. Custom fields are used to collect and display data in many locations and scenarios such as ticket creation, billing entries, contacts, tasks, appointments and more. A number of different field types can be used, such as radio buttons, check boxes, list boxes and text areas. Special custom fields can be created to accept input in proprietary formats through HTML. Using custom fields, you may collect and maintain vital information without modifying the support desk in the slightest. Fields can be arranged by group, validated with regular expressions and have extensive permission settings available. |
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Custom fields are particularly useful when it comes to ticket submission. Ensure that service-critical information is provided by help desk users, resulting in a more efficient and timely resolution to tickets. Regular expressions can be used to validate inputs, meaning that, for example, you may validate e-mail addresses, telephone numbers or pin codes. Each custom field has a title and description so that you can guide your users when they are submitting a support ticket ensuring that no detail is left out. Custom field groups for ticket submission can be bound to a specific department, creating the ability to have different custom fields for each department. |
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| Ticket and E-mail Management Features |
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Your ticket and e-mail based support desk starts with departments. You can maintain an unlimited number of departments (such as Support, Sales and Billing) and enforce access permissions to each for individual staff users or across entire staff teams. Departments can be made either public (tickets can be submitted directly to the department by your support desk users) or private (for example, for internal purposes). Tickets can be moved between departments with ease. |
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Each ticket has a status — such as Open, On Hold or Closed. Administrator users may create new and customize existing statuses with ease, as well as bind a status to a specific department or make the status available to all departments. Tickets within a department of a certain status can be listed directly from any area of the staff control panel using the department and status tree. |
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| Sort and Manage Tickets With Labels and Flags |
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Each ticket can have an unlimited number of labels attached to it and can be flagged with a certain color, allowing you to sort tickets physically (labels) as well as visually (flags) with ease. Administrator users may add, edit and remove flags via the administrator control panel. Labels can be created by all staff users, and using the department and status tree can be instantly filtered by label (across all departments) in a mouse click. |
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| Intelligently Filter Tickets |
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A ticket filter behaves much like a "saved search"; the only difference being that results are not saved — only the search criteria are. Staff users can define an unlimited number of search criteria and save this set as a named filter. This filter can be made public (visible to and usable by all staff users) or private (usable only by the staff user who created it). The filter can then be instantly executed from the department and status tree; clicking on the filter's name will perform a ticket search according to the specific criteria, bringing all relevant tickets into view. |
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| E-mail Parser |
The eSupport e-mail parser allows incoming e-mail messages to be automatically processed according to rules you specify (see "E-mail Parser Rules" below). eSupport can be configured to collect e-mail from POP3 or IMAP boxes, or you can route messages directly to eSupport using forwarding aliases. |
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The rule-based e-mail parser system allows you to configure any number of rules (such as based on content, from addresses, file attachments, length and size) which determine how the system handles incoming e-mails both at pre-parse (when the e-mail content is being parsed) and post-parse (after the e-mail has been converted into a ticket) stages. Example actions include rejecting e-mail, automatically responding, changing ticket priority and changing department. |
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| SLAs, Workflow and Escalation Rules |
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eSupport brings enterprise standard workflow management to your support desk. Sets of department and working hours can be created on a weekly schedule, and SLA plans can be configured and enforced that correspond to these working hours. SLA plans are assigned to a department, to a user group, a user or to an individual ticket. Escalation rules can then be configured to perform a series of actions (such as changing a ticket's status, assigning the ticket to management and changing the ticket's priority) when a ticket becomes overdue according to the SLA plan. These integrated workflow features allow you to control response times and increase efficiency across your entire support operation. |
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| Scheduled Automatic Follow-ups |
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Take extra steps to ensure that your users are satisfied by your correspondence using scheduled follow-ups. eSupport can be configured to automatically perform certain actions after a specified amount of time has elapsed. For example, the ticket can automatically be moved to a different department, escalated to a higher priority or assigned to another staff user. |
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| InstaAlert™ for Microsoft® Windows® |
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Packaged with SupportSuite™ and eSupport™, InstaAlert is a desktop application for Microsoft® Windows®. The lightweight application resides in your system tray and connects to your eSupport server. InstaAlert will notify staff users as to new tickets and ticket replies. A "pro" version of InstaAlert is also available at additional cost that provides more detailed ticket and department information. |
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| Ticket Alert Rules |
Each staff user can individually customize the way they are alerted about ticket actions using a rule-based alert system. For example, a ticket alert rule can be created to e-mail a particular staff user or all staff users when a ticket is created or when a ticket's priority is changed. Alerts can be sent via e-mail or SMS (see the section on the SMS Gateway) and are available for a wide variety of events. |
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| SMS alerts: SMS Gateway |
To more effectively alert staff members when an event has occurred in the support desk, SMS (Short Message Service) can be utilized to send alerts to staff users' mobile phones. Using the SMS Gateway, a credit-based system, staff users can be alerted instantly wherever they are. |
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| News Articles and Newsletter Management |
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Keep your clients updated with company news and updates with the news module. Staff users can publish articles that will appear on the support desk home page and your support desk visitors are able to subscribe to news articles by entering their e-mail address. When creating news articles you may choose to send an e-mail newsletter out to the subscriber list, publish the article on the support desk or both. Articles can be syndicated into an RSS (Really Simple Syndication) feed made available to your visitors on the support desk home page. |
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Consolidate articles and FAQs using the knowledgebase module. Nested categorization allows articles to be organized and navigated neatly and intuitively in a tree-like structure. Used in concert with the Tickets module in SupportSuite™ and eSupport™, knowledgebase articles can easily be referenced when replying to a ticket with a few clicks. Articles can also be syndicated by category using RSS (Really Simple Syndication). |
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IEPL, the Instant Response System (IRS) can drastically cut down on the amount of support tickets submitted by users. This is accomplished by unobtrusively providing common solutions to problems before tickets are submitted. While a user is drafting their ticket submission, the IRS system will show them relevant articles that may assist them in solving their problem. |
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Automate problem troubleshooting such as installation of software or hardware or configuration of devices using the troubleshooter module. Under normal circumstances, the user's request for instructions might end up as a costly support ticket. With a troubleshooter wizard, users can solve their problem on their own by following predefined steps, questions and (eventually) solutions. |
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Provide your users with important files such as drivers, printable documentation and articles with the downloads module. Easily track how many times each file has been downloaded by users, as well as manage comments made by users for each file. In addition, files can be password-protected for security. Files can be uploaded from a staff user's PC or linked from an externally hosted file for listing in the downloads database.
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| Organization and Information |
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A simple, intuitive web interface designed for the small screen size of mobile devices is provided for easy access to the support desk's Staff Control Panel from anywhere in the world. For those without uninterrupted Internet connectivity, we offer another solution: Mobile&trade, a standalone add-on designed for Microsoft® Windows® Mobile devices allows you to take a snapshot of support tickets and store it on a mobile device, synchronizing changes back to the support desk whenever it is convenient. In addition to these options, we also offer specialized WAP (Wireless Application Protocol) access to the support desk.
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| Team Work |
Staff users can manage private and public address books, calendars and task lists within eSupport. Effectively manage your staff teams by maintaining public schedules and to-do lists. All team work data (the address book, calendar and task list) can be synchronized with multiple copies of Microsoft Office® Outlook® using the add-on product, SyncWorks. |
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A wide range of reports and data mines can be generated by a powerful reporting system in a clear, intuitive interface. Reports can be drilled down by time spans, departments and by individual staff users. Reports for tickets (eSupport™ and SupportSuite™) cover work reports (a daily diary of tickets handled), departmental summaries, service level reports (response time vs. SLA plan overviews) and response time reports. In all of our products, reports for knowledgebase articles, troubleshooters and downloads are also available, detailing popular articles, rating reports and user comment overviews. |
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| Customization and Integration |
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| LoginShare™ |
LoginShare enables you to interface eSupport's user authentication system with many third-party product databases (such as Joomla!™ or phpBB™), saving your users having to register at two locations. It is easy to develop your own LoginShare module and integrate it with your existing user database. |
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| LDAP / Microsoft® Active Directory® Integration |
The pre-packaged LDAP (Lightweight Directory Access Protocol) LoginShare module allows you to interface your support desk with an LDAP database. This allows you to use, for example, any user directory product such as Microsoft® Active Directory®, OpenLDAP™, Oracle® Internet Directory and Novell® eDirectory™ to authenticate support desk users. |
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| Templates |
The look and feel of your support desk can be modified with ease without the need to edit source code files. In addition to being a powerful tool for controlling the cosmetic appearance of your support desk, template groups go much further. With different template groups, you can maintain multiple "branches" of the support desk, enabling a different look, different ticket departments, user groups, LoginShare modules, knowledgebase categories and news articles for each. For example, a typical implementation of multiple template groups is in a situation where a company trades as two arms; "J&J Marketing and Advertising" and "J&J Management Consultancy." |
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| Internationalization |
eSupport is shipped with an English (U.S.) language pack, but the entirety of the product as well as the add-on products can be translated into virtually any language. eSupport also provides the ability for support desk visitors to select which language they would prefer to view the desk in. You can write your own translations, and many common translations are already available in our community forums. Translations of eSupport can also be exported and imported as "language packs" and can be shared through this mechanism. |
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| Technology Expertisation |
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Innovative Ecom Inc.
435, Patel Avenue,Opp. Grand Bhagawati, S.G. Road,Thaltej, Ahmedabad, Gujarat (India)- 380 059
Phone : +91-79-26852439 / Fax : +91-79-26852439 / Cell : +91-9327014203 Email : info@webpromotionindia.net | Website : www.webpromotionindia.net |
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| Copyright © 2000-2009 Innovative Ecom Inc. |
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