Support Manager & Infobase engine

Self service support ticketing & knowledgebase

pro-active support for your customers

This engine contains two important and complimentary components. First is an issue desk that allows customers to create support tickets. Support staff can be assigned tasks by the support manager who manages new issues. Users can return to the website to see the status of their problem or question at any time.

The second feature is a searchable InfoBase that contains detailed historical questions and answers. This can be populated with solutions directly from the trouble tickets once solved, to build a comprehensive self service information base about your product or services.

InfoBase articles can be created from scratch or by using support issues as a starting point. Articles can be grouped into main topics with sub topics. Article types are Troubleshooting Articles, How-To Articles and Top Rated Articles.

All articles have a user feedback rating form so you can gauge its usefulness in solving problems.

Highlights

  • Support Manager with trouble ticket feature
  • InfoBase support repository to encourage users to solve problems themselves
  • Full search facilities
  • Support Roles enable you to assign tasks to various staff members
  • Email messaging system to inform both support staff and customers
  • Article topics allows you to group types of support issues
  • Support Article Feedback Forms rate your article quality

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