ONLINE SUPPORT TICKETING SYSTEM

PRIMARY OBJECTIVE: Let customers use this system to create online support ticket so that it can tracked and directed to the right person in your office. For example: a web hosting clients needs help - and creates a support ticket and selects from the pull down menu the category Web Hosting - the clients questions and support ticket will automatically be assigned and delivered to the person in your office who handles this type of questions thus providing immediate answer to the client.

OPEN SOURCE TECHNOLOGY - PHP and MYSQL:

Our recommended online support ticketing system uses open source technologies like PHP and MySQL to ensure your Cost of Ownership remains low. It also makes this support ticketing software easily deployable on Windows, Linux, Unix or Macintosh servers.

FEATURE RICH - EASY TO MANAGE AND INSTALL:

With the new version of support management system, they are continuously adding new features to the already great set. They always strive to make this software the best support management software available in the market, and this new version is another step in that direction. Preview some of its highlights below:

MANAGEMENT OF EMAILS:

With a robust email parser this online support ticketing system enables you to turn customer emails into tickets. You can set each email id as a department. Add support members (staff) to a department. Each ticket (issue) is grouped by responses and each activity is tracked. No Binaries or software to install. The email parser is a script and not a binary which would usually require you to own a dedicated server to enable setup. It requires zero-configuration to set it up, making this online support ticketing system totally class apart from the traditional online support systems. Sending Auto-Responders. On each incoming ticket, an auto-responder can be triggered to inform the customers that their ticket has been received and they can use the reference number to identify the ticket in future.

PRESET CANNED REPLIES:

Over 80% of support emails are standard questions that customers ask. Provide them quick responses using our Canned Replies feature. Canned replies lets you set pre-defined messages that can be inserted into any reply by a single mouse click. Save time and impress your customers with great turn around time.

EASY TO INSTALL:

Installing this online support ticketing system is easy and takes only a few minutes. A simple web based form lets you provide information required to create the database and the administrator account. There is nothing more or less to this installation process.You can even avail our free installation service. This online support ticketing system is purely PHP based making it truly cross-platform application. This email management application can be installed on any shared hosting, dedicated servers and intranet. To be able to convert email into tickets, you need to ensure that your server support IMAP module for PHP.

MULTIPLE LANGUAGE:

Available in various international languages, this online support ticketing system the most widely used software for small and medium enterprises. If you don't find support for your language, just leave us an note and we will have your language supported at the earliest. We currently support 10 international languages including English, German, Spanish, Arabic, Norwegian, Portuguese (Brazil), Portuguese (Portugal), Danish, Dutch, Russian and French.

SECURED AND POWERFUL ADMIN CONTROL PANEL:

This online support ticketing system is build on a rock solid administration platform allowing you to set various parameters of the applications with at most ease. Add departments, Staff Members, Customize your mail templates, Add plugins, Define Spam Filters, Manage Customers, Add canned replies and Custom fields. There is so much you can do to make this online support system solution exactly what your business requires. You can add staff members with specific permissions to ensure that they have control in the system only to the extent they are eligible. You can define the access you want to offer them for departments, tickets, knowledge base and other customizable settings pages. It provides instant notifications on certain critical actions performed in the system. For instance, every time staff member closes a ticket the admin or adminstrator would be informed about the action. Also, there are various other notification options to track other activities in the online support system.

SUPPORT TICKET MANAGEMENT SYSTEM:

Your customers can create and update using the web form or using their email accounts. It provides a no-nonsense tickets management page that would let admins and staff members to track every ticket efficiently. Every ticket has it's current status and is marked in an easy way using colors. This way you can quickly identify tickets that are new, open, on-hold, spam or closed. Also, you can filter tickets by their status and view only tickets of a particular status. Example, you can view all new tickets or all tickets that are currently marked on hold. Besides the numerous filters available, you can perform various actions on multiple tickets at once. This is not only a huge time saver but also keeps things more organized with very little efforts. You can change status, move tickets, delete tickets, print tickets and mass reply.

CUSTOMIZED FIELDS:

Need to collect more than standard information from your customers? Do it with Custom Fields. Create custom fields that can either be used internally or filled in by the customer/user. Each custom field can be set to one or multiple department it belongs. You can even create dependent custom fields.

COMPATIBLE PLUGINS:

It offers a plug-in architecture. You can add plugins to existing installation. You can buy plugins by using the form below. Some plugins are free and are available for instant download. It current offers LDAP, SLA, Knowledge Base & Branding free plugin.

CUSTOMER CONTROL PANEL:

The customer service portal is an essential module of this online support ticketing system. Ideal for growing companies that want to reduce customer support costs, by providing customers various sources to find answers and raise queries that they can easily track. Knowledge base plugin added to the customer portal can reduce support costs drastically. By providing a dedicated customer service software it not only highlights that you have professional solution in place but also lets customers track their issues better and be well-informed on the status of their issues. You can also allow customers to search old issues and trouble tickets. When you purchase and add-on the knowledge base plugin, it integrates tightly with the customer service software and makes it intuitive for customers to search knowledge base before they raise an issue to support team. The knowledge base will also highlight the top asked questions on the customer service home page.

MASS EMAIL REPLY AND COMMUNICATION:

You can reply to many tickets at once using the Mass Reply feature. Ideally you can send mass reply to all tickets that have raised the question, bug or issue. It takes away the pain of replying to all the emails one by one.

TRACK ACTIVITIES:

Every action on a ticket by any member of the application is tracked. This activity log is available below every ticket ordered in chronologically. All changes to a ticket like status change, outgoing reply or incoming reply, assigning ticket and ticket closure are recorded.

RSS FEEDS:

With RSS feeds available it becomes easy to track tickets & issues. With the advantage of being able to read RSS on literally any internet enabled device (including mobile phones) - stay informed all time, anywhere.

PRIVATE NOTES:

Private note on a ticket makes staff members or admins adding their note and sharing information about the ticket with others easy. Private notes cannot be viewed by the customer but is retained within the conversation for all staff members to view it. All or particular staff member can also be notified with the addition of a private note.

ONLINE STAFF ALERT:

Always be aware of the other staff members who are currently logged into the online support system. The Staff Online is displayed at the bottom of all pages in administrator portal.

EASY TO USE BASIC AND ADVANCED SEARCH:

There are numerous filters and search options available to let you find tickets across the online support system. Searches can be performed based on customer info like Name, Company name or any word within ticket and replies. Filters like Status, Department and Date Range can be added to it. Search is universally available across the application and is quick. A special advanced search is available to search specific custom fields that you have created. This helps you mark tickets with specific data and then fetch them with least efforts. For instance, having a custom field called Company Name would help you easily list tickets that belong to the specific company. It offers some useful search options keeping the user interface clean and clutter free. For instance, to list all tickets assigned to a particular staff member just search for Staff: staff-name and that would list out all the tickets assigned to a particular staff member. To list all tickets that currently remain un-assigned simply search for Staff: none.

MOVEABLE TICKETS:

It lets you move or route tickets across departments making collaboration across team easy and simple. Customers need not raise a new ticket always if the scope of the issue has shifted from one department to another. You can also move multiple tickets at a time across departments.

EMAIL TEMPLATES:

Mail Templates are 100% customizable. Auto-responders and important notifications can be customized exactly the way you want them to be. With all the re-usable dynamic content like Customer Name and Staff Signature available as tags, the mail templates make every outgoing email look professional.

PERSONALIZED ACCOUNT SETTINGS:

Every administrator and staff member can manage their profiles using the profile link. Personal preference like Time-zone and language can be set here. Also, you can change your password and manage your email notifications.

STAT REPORTS:

You can view statistics & reports based on the activities across the system. It offers you in-depth statistics on activity, participation, time-spent and various other parameters. Most of the reports allow you drill down to tickets numbered in the report. This online support ticketing system is like no other online support software offers you deploy any kind of new report with great ease. Our team will code any report that you need and make it available for you to add it on to your installation. Since every organization has different needs, this extensible model is extremely useful.

PRINT SUPPORT TICKETS EASILY:

Need to make paper record of recent ticket for analysis or training purpose? It provides printer-friendly tickets format to let you print tickets. You can print one ticket at a time or print multiple tickets with a single command.

MATCH TICKETS:

If there is a similar ticket that was resolved in the past, this online support ticketing system will automatically list similar tickets.

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