SupportPortal

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License: Demo $99

Version: 3.3

Release date: 2012-04-17

Company: Escon Information Consulting

Language: English,Croatian,Czech,Danish,Dutch,French,German,Greek,Hungarian,Italian,Japanese,Norwegian,Polish,Portuguese,Serbian,Serbo-Croatian,Spanish,Swedish,Thai

Size: 2832 K

Category: Dial Up & Connection Tools

OS support: Linux, Unix, Windows 2000, Windows Server 2003

(2012-09-01)

             Editor's Review

SuportPortal is an all-inclusive package for applying multi-tiered service and ideal for external and internal clients. It automates your service desk processes, which includes notices and replies to service concerns enhances overall productivity and minimizes management expense. Using Self-Service characteristics, customers can submit new requests or check the standing of their open requests, from web-browser or from their email client.

Benefits and features:

Help-desk: E-mail and Ticket Management
Lessen the amount of support phone calls and boost client satisfaction via a self-service help-desk ticketing process.

Will take issue and ask for management to a higher level, and proficiently track, route and deal with tickets with lifecycle management deal. It can make fast and simple to record details about an issue, but with a number of effective capabilities, which let you use those details. Queues permit tickets to get routed towards the best available individual or group. Dashboards as well as reporting let you keep close track of the way thing are going, and lets administration remain in the loop.

Transform all arriving e-mail messages- Escon SupportPortal could reply to inward emails, enabling users to produce or comment on tickets devoid of automatically accessing SupportPortal.

Generate and submit fresh tickets through public or protected data entry type: Tickets would be the primary method of keeping and sharing details in SupportPortal.

Shared Outbox- Invoke transmitting message from SupportPortal, as well as save and evaluate all of your service and support interaction in centralized databases.

Windows LiveAlert- Desktop program for MS Windows that exists in your system tray and links to your SupportPortal server.

Routing
With straightforward e-mail account management and revealing the ticket superiority and allocating department or person, your e-mail driving is ultimately centralized, perhaps without defined escalation guidelines.

Automated escalations according to SLA guidelines
Define programmed redirecting and assigning guidelines with pre-defined target response as well as resolution instances for each arriving ticket.

Notifications
SupportPortal maintains you up-to-date with well-timed email notices: figure out whom, when and how to transmit signals regarding ticket position -Creation, Updated, Assignment and Closed.

User-defined data segments
Include your personalized custom segments to record information within an online database. Customized segments could be radio button, text input, selection lists or check box.

Change history of a ticket that is managed to assist in audit procedures. SupportPortal conveniently notes all process and changes to an ticket, which includes: priority, assignee, workflow and status, deadline, any other field (which includes custom fields).

Develop e-mail layouts as well as response messages
A good way to pre-define your email templates: Lost-password, ticket Assigned, New ticket notification, new user registration, Reply and Closed.
Classification
Classify each ticket applying customized classification scheme. You may also take default ITIL scheme, or create your own according to your setting as well as your service type.

Relate ticket to some Knowledge Base report
Put any of the knowledge base content right into a reply text, so person can relate himself to some formerly resolved request or issue.

Integrated Time tracking
Track the time allocated to each demand down to the moment, and helps to ensure that project timeframes will always be uptodate. If you focus on an ticket, just log the time spent (within a few minutes).

Processed Reply
Define as well as insert quick response to customers request and support emails. Set pre-defined responses which can be put into any reply by a single click.

Private note
Private as well as internal notes within a ticket supply a clean method to go over an request in house prior to supplying a reply to the client.

Develop HTML articles
Include knowledgebase entries while using built-in HTML editor and develop links, rich text, lists, and images, attach related files, etc directly using your web browser.

Knowledge Base Management
Document your finest practices and methods to typical issues in an online knowledge base.
Acts as a good knowledge expressing medium, enhancing support productiveness by using collective knowledge as well as facilitates in powerful knowledge management. Enables you to record best practices and solutions to standard problems in an online knowledge base! While using searchable knowledge base, both the support stuff and also the customers can look for methods to frequent difficulties.

Article groups
Group linked with projects - great to supply continual solutions to customer difficulties, produce a listing of FAQs, and supply management with details about probably the most prevalent issues.

Permission-based group access
You are able to allocate permissions for entry to each and every group by client's business or group, if you rule out the specific classification from public accessibility.

Most widely used and many recent articles
Users can see helpful figures regarding your knowledge base, which includes most widely used concerns and also the latest released articles.

Search extensions
Extend your local article database search to alternative search engines like google or saved knowledge base websites: Google, Wikipedia, MSN Live, Yahoo, or similar.

Effective Search
Locate articles and solutions according to search phrase and description. User can enter as well as incorporate the prospective key phrases and check by means of entire knowledgebase within milliseconds.

Voting and Commenting.
Enable users to comment on the questions you have as well as answers. Conveniently accept comments, or manually accept them from within your Dashboard.

Live Help
Chat Online together with your clients and keep track of site visitors.
Gives clients solutions to their questions about the spot in real-time! You may make an optimistic personal impression on your website visitors, to be able to develop leads and even increase resolution. Site administrator has the capacity to keep track of the entire operator's activity, when it comes to if they're on the internet and engage in a chat request. Complete report on all the current chat sessions, which are taking place are noticeable to operators.

Built-in Dictionary
Manage dictionary with many applied terms. Each of described terms is related with the articles and appears underlined in text, so a user can easily see tooltip with the term defined in dictionary.

Combine live Chat button on your website
Spot Live Chat option on your site. If you log-in to Live Help, the customers might find the online impression and feel convinced that they have accessibility to a live person.

Real-Time Visitor Tracking
Notice all site visitors on your site as guests move from one page to other. View visitor's IP address, country, host name, referrer address, pages visited, along with other details.

Proactive chat
Trigger a chat with a person that's surfing your site with single click on address from the main Live Chat Panel. This can release a window on the visitor’s web browser.

Windows Live Alert
Make use of Windows client application enables you to be logged to your Live Chat and appears as online to your visitors. Operator Console could be lessened to Windows System Tray

Call Transfer
This attribute enables you to move any live chat from one operator to another by simply clicking on the transfer icon and selecting to whom you wish to transfer.

Place Canned Replies
When you chat with your visitors and end-users, you will be able to insert pre-defined replies.

Show up offline
This set of features enables you to promptly vary from being offered to not being offered with a straightforward toggle button on the principal Live Chat Control Panel.

Search chat archive
As interactions take place throughout the normal course of using live chat, they're documented to database, and readily available for fast browsing by date, visitor, title and also the conversation text.

Personalization and Branding
Upload your organization logo and operator image. Personalize operator greeting as well as system emails. Set up visitor message as well as system messages

"Party is typing" alert
Check out what your consumer is typing before the content is shown up in conversation window.

Sound clips
Sounds play whenever a new message is obtained or somebody enters the room. Sounds play when a new message is obtained or someone enters the chat.

Discussion board
Improve user-to-user conversation, hold discussions as well as posting content in a flat forum texting.

User forum is completely built-in with SupportPortal and even enables completely searchable threads, classes and communications through search engine and monitor and display messages, which have not yet been read by the current user. Site administrator has the capacity to completely administer user forum: develop topics and even categories, set authorizations for users and professionals based on user tasks, generate categories and set permissions based on customer's typical passions, services or products.

-Monitor and show messages
-Monitor and display messages which have not read through the current user.
-Generate topics and even categories
-Generate topics and categorizations as much as you have to.
-Set authorizations for administrators and users based on SupportPortal roles.

Image add-ons
Upload a picture plus a message posting. The other kinds of files will also be permitted to be uploaded. Photographs could be published to some forum and even viewable inline in message postings simply.

Develop formatted news
Develop news and even announcements and keep your visitors fulfilled and well informed. Decide to develop and edit news with integrated HTML editor or import your news text designed with your preferred editor.

Handle newsletter subscriptions
Keep a newsletter list that enables for extensive distribution of knowledge to your customers. Subscription management enables obtaining e-mail addresses straight from your site.

Newsletters and Announcements
Release news as well as announcements regarding your services and products to focus on followers.

Keep the consumers fulfilled and instructed through straightforward yet effective Newsletter and Announcements Management system. Publish news and even announcements regarding services and products to focus on audiences. Deliver formatted news to their email inbox, or simple notifications accessible as they sign in to service solution.

Several e-mail lists
In contrast to other newsletter management programs, there aren't any integrated constraints for that number of subscribers and e-mail lists that you could have. Mass import existing monthly subscriptions available too.

Downloads as well as File Management
Develop your new products, updates, versions, and documentation open to your customers at any time.

Filter this content your client is ready to take on your service solution in line with the products they've bought and save your time handling document syndication. Leverage all those products and white by listing them, which makes them

accessible round the clock.
Select target audiences
With straight link with a web announcements form, you will be able to decide to publish newsletter to any of the specific mailing lists, authorized clients and end-users or send simple notifications open to a users because they login to their help-desk.

Product and Service Catalog
Register your products and services to determine the accessibility of files in the download center. Use authorizations and records to make sure users have the right files and filter the content your client has the capacity to view.

Immediate access to binaries
In case you effectively make the Product Catalog as well as product related download list, you'll be able to make the most of saving time with handling documents distribution and binaries.

Save crucial files
Save various kinds of your files and binaries making them prepared for private or public download: PDF files, PowerPoint presentations, ZIP files, Word documents, HTML, Excel spreadsheets, XML, source and text files, as well as your own proprietary software formats.

Rate, Comment, and E-mail
Whilst locating your binaries, customers can evaluate as well as print document information, rate it towards their functionality, send e-mail alert to their colleagues, take their comments after which download to the local storage.

Monitor download process
Each user activity is monitored and even examined, which means you will be able to view download history and print related report.

Core capabilities
Browser-based interface
As built from the ground up as a browser-based program, users aren't necessary to add any specific software program on their own workstations.

Permissions based accessibility
Permission's system provides you with fine-grained control over just what any user can perform and capability to separate every of the access points for any single client.

Multilanguage
Specific customers can make a language of their choice. It isn't the user interface multilingual only, but user details, also.

Public or private website
You will be able to enable people to gain access to part or all the website without having them register. Based on your company's specifications, you are able to close the website to anonymous visitors.

Extended Reporting Set
Set of virtually any element of your demands: conflicting high-priority tickets, average resolution time, number of tickets per client, approximated vs. real time taken, etc.

LDAP/Active Directory plug-in
Dynamically synchronizing your LDAP database using User management (Novell's NetWare Directory, Microsoft's Active Directory, etc.)!

Refined Installation
SupportPortal will operate on your overall software and hardware program. SupportPortal could be ready to go on your system in under five minutes, even on shared web servers.

Incorporate into your site feel and look
Include your brand name and shades in a few mouse-clicks: setting up the embedded HTML code enables you to handle Footer, Header, Welcome Page and much more.

Effective administration
Administration consists of users, tracking the server's usage, groups and permissions, and setting up the specific modules.

Customized Layout Themes
Use predefined templates to manage and change application look and feel and design at your whim or design your personal theme.

Search Feedback
Whenever a client does searching within the Knowledge base / Download and absolutely nothing is located, a screen opens conveniently enabling the client to submit a request by email to achieve the details to become put into the portal.

Motivated Search - Ranking performance
Fetch all accessible databases: Downloads, Knowledge Base, News with state-of-the-art search algorithm and even obtain WebPages with search phrase results ranking.

IMAP support
For customers that would rather use IMAP protocol as a way of locating email, which are kept on a mail server, the IMAP support continues to be included.

Integrated Modules
The Calendar with basic task documenting for handling everyday tasks! Internal Web alert system for internal things - send emails to teams or persons.


Publisher's Description

5 Stars Award

AJAX/PHP web based help desk and customer support solution with Ticket and Email management, Knowledge Management, Live support chat, Product Catalog, News management and Support Forum and in one low-cost collaborative package intended to use in B2B or B2C. SupportPortal allows multi-channel interaction for multiple customers, organizations and end-users, whether as an internal help desk or an external customer support desk or call center:

- Track and manage support issues effectively to ensure customer satisfaction
- Allow end users and specialists to share experience through Support Forum.
- Keep your customers informed about new product's features through News Engine - Live support Chat gives your customers answers to their questions on the spot in real-time
- Make new products versions and documentation always available to right person at right time
- Comprehensive Knowledge Base nd procedures
- Manage SLA and get reports on support load and performance. A

File Distribution Notice of SupportPortal Demo -
SupportPortal Free Download - 2000 Shareware periodically updates software information of SupportPortal from the publisher, so some information may be slightly out-of-date. You should confirm all information before relying on it. Software piracy is theft, Using SupportPortal crack, password, registration codes, key generators, serial numbers is illegal.

Latest Versions History

Version: 3.3

Date Released: 17.04.2012

Release Notes: New application appearance and themes

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