Help Desk

An online help desk software and support solution enables businesses to improve their support and reduce costs. Businesses can use the online ticketing system to handle all support requests. Users can create tickets online or by emailing a pre-determined email account that will automatically create the ticket.

You can create multiple departments and have multiple support technicians with their own login.

The online help desk solution also includes:

Knowledge base - Consolidate articles and FAQs using the knowledge base 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 the online help desk software, knowledge base 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).
Troubleshooter - 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.
Teamwork - Staff users can manage private and public address books, calendars and task lists within the help desk software. 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.
Downloads - 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.
News - 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.
Live Chat (optional) - Live Chat is accompanied by a free Microsoft® Windows® Application that allows staff users to constantly monitor web site traffic, manage the support desk, chat with clients and other staff users all from one location. Providing many configurable options, the Live Chat Client Application can be fully customized to meet the need of each staff user/support desk combination. The interval at which site visitor data is retrieved can be customized, along with almost every other aspect of the application.