Service Desk Software - Features and Benefits

SuportPortal is comprehensive package for implementing multi-tiered service and suitable for internal and external customers. It automates your service desk procedures, including notifications and responses to service issues improves overall efficiency and reduces management overhead. Using Self-Service features, end users can submit new requests or check the status of their open requests, from their email client or from web-browser.

Help Desk: Ticket and E-mail Management

Help desk ticketing system
Reduce the volume of support calls and improve customer satisfaction through a self-service help desk ticketing system.

Takes issue and request management to the next level, and efficiently track, route and resolve tickets with lifecycle management package. It makes quick and easy to capture data about an issue, but with a host of powerful features that allow you to use that data. Queues allow for tickets to be routed to the best available person or group of people. Dashboards and reporting allow you to keep track of how a thing are going, and lets management stay in the loop.

Create and submit new tickets
New tickets can be created by public or protected data entry form: Tickets are the primary way of storing and sharing information in SupportPortal.
Convert all incoming e-mail messages
Escon SupportPortal can respond to incoming emails, allowing users to create or comment on tickets without necessarily having access to SupportPortal.
Shared Outbox
Invoke sending message from SupportPortal, and store and review all your service and support communication in centralized database.
Windows LiveAlert
Desktop application for Microsoft Windows which resides in your system tray and connects to your SupportPortal server.
Routing
With simple e-mail account administration and specifying the ticket priority and assigning person or department, your e-mail driving is finally centralized, even without described escalation rules.
Automatic escalations based on SLA rules
Define automated routing and assigning rules with pre-defined target response and resolution times for every incoming ticket.
Notifications
SupportPortal keeps you up to date with timely email notifications: determine who, how and when to send notifications about ticket statuses -Creation, Assignment, Updated and Closed.
Design e-mail templates and response messages
An easy way to predefine your email layouts: New ticket notification, Lost-password, New user registration, ticket Assigned, Reply and Closed.
User defined data fields
Add your own custom fields to ticket record to record information in an online database. Custom fields can be text input, radio button, check box or selection lists.
Change history
of a ticket is maintained to facilitate audit processes. SupportPortal automatically records all activity and changes to an ticket, including: assignee, priority, workflow and status, due date, any other field (including custom fields).
Classification
Categorize each ticket using custom classification scheme. You can even take default ITIL scheme, or develop your own in accordance with your environment and your service type.
Built-in Time tracking
Track the time spent on each request down to the minute, and ensures that project timelines are always up-to-date. Whenever you work on an ticket, simply log the time spent (in minutes).
Relate ticket to a Knowledge Base article
Insert any of the knowledge base articles right into a reply text, so user can refer himself to a previously solved issue or request.
Canned Reply
Define and insert quick response to support emails and customers ask. Set pre-defined answers that can be inserted into any reply by a single mouse click.
Private note
Private and internal notes within a ticket provides a clean way to discuss an request internally before providing a reply to the customer.

Knowledge Base Management

Knowledge Base management
Document your best practices and solutions to common problems in an online knowledge base.

Acts as an effective knowledge sharing medium, boosting support productivity by leveraging collective knowledge and assists in effective knowledge management. Allows you to document best practices and solutions to common problems in an online knowledge base. Using the searchable knowledge base, both the support stuff and the end users can search for solutions to common problems.

Create HTML articles
Add knowledgebase entries using the integrated HTML editor and create rich text, links, lists, attach related files, images, etc directly through your web browser.
Article categories
Group related projects - great to provide consistent answers to customer issues, generate a list of FAQs, and provide management with information about the most prevalent concerns.
Permission-based group access
You can assign permissions for access to each category by client's organization or group, if you exclude the particular category from public access.
Most popular and and most recent articles
Users are allowed to see useful statistics about your knowledge base, including most popular questions and the latest published articles.
Powerful Search
Find articles and solutions based on keyword and description. User can enter and combine the target keywords and search through whole knowledgebase in a matter of milliseconds.
Search extensions
Extend your local article database search to external search engines or stored knowledge base sites: Wikipedia, Google, Yahoo, MSN Live or similar.
Voting and Commenting.
Allow users to comment on your questions and answers. Automatically approve comments, or manually approve them from within your Dashboard.
Integrated Dictionary
Organize dictionary with most used terms. Every of defined terms is linked with the articles and appears underlined in text, so a user can see tooltip with the term described in dictionary.

Live Help

Help desk ticketing system
Chat Online with your customers and monitor website visitors.

Gives customers answers to their questions on the spot in real-time. You can make a positive personal impression on your site visitors, in order to cultivate leads and increase resolution. Website administrator is able to monitor all the operator's activity, in regards to if they are online and engage in a chat request. Full listing of all the current chat sessions that are taking place are visible to operators.

Integrate live Chat button on your site
Place Live Chat button on your website. Whenever you log-in to Live Help, the clients will see the on-line image and feel reassured that they have access to a live person.
Proactive chat
Initiate a chat with a user that is browsing your website with single click on address from the main Live Chat Panel. This will launch a window on the visitor’s browser.
Real-Time Visitor Monitoring
See all visitors on your website as visitors move from page to page. View visitor's IP address, host name, country, pages visited, referrer address, and other information.
Windows LiveAlert
Use Windows client software allows you to be logged to your Live Chat and appears as online to your visitors. Operator Console can be minimized to Windows System Tray
Call Transfer
This feature allows you to transfer any live chat from one operator to the next simply by clicking on the transfer icon and choosing to whom you wish to transfer.
Insert Canned Replies
While you chat with your customers and end-users, you can insert predefined responses.
Search chat archive
As conversations occur during the normal course of using live chat, they are recorded to database, and available for fast searching by visitor, date, title and the conversation text.
Appear offline
This feature set allows you to quickly change from being available to not being available by a simple toggle button located on the main Live Chat Control Panel.
Customization and Branding
Upload your company logo and operator photo. Customize operator greeting and system messages. Set visitor message and system messages.
"Party is typing" notification
Take a look at what your customer is typing even before the message is appeared in conversation window.
Sound Effects
Sounds play when a new message is received or someone enters the room. Sounds play when a new message is received or someone enters the chat.

Support Forum

User forum
Enhance user-to-user interaction, hold discussions and posting content in a flat forum messaging.

User forum is fully integrated with SupportPortal and allows fully searchable threads, categories and messages through search engine and track and display messages that have not yet been read by the current user. Site administrator is able to fully administer user forum: create topics and categories, set permissions for users and specialists depending on user roles, create categories and set permissions depending on customer's typical interests, products or services.

Track and display messages
Track and display messages that have not yet been read by the current user.
Create topics and categories
Create topics and categories as much as you need to.
Set permissions
Set permissions for users and administrators depending on SupportPortal roles.
Image attachments
Upload an image along with a message posting. The other types of files are also allowed to be uploaded. Images can be uploaded to a forum and displayed inline in message postings easily.

Newsletters and Announcements

News and announcements management
Publish news and announcements about your products and services to target audiences.

Keep your customers satisfied and informed through simple yet powerful Newsletter and Announcements Management system. Publish news and announcements about products and services to target audiences. Send formatted news to their email inbox, or simple alerts available as they login to service solution.

Create formatted news
Create news and announcements and keep your customers satisfied and informed. Choose to create and edit news with built-in HTML editor or import your news text created with your favorite editor.
Manage newsletter subscriptions
Maintain an newsletter list that allows for widespread distribution of information to your customers. Subscription management allows collecting e-mail addresses directly from your website.
Multiple e-mail lists
Unlike other newsletter management systems, there are no built in limitations for the number of subscribers and mailing lists that you can have. Bulk import existing subscriptions also available.
Choose target audiences
With direct connection to a web announcements form, you can choose to publish newsletter to any of the particular email lists, registered customers and end-users or send simple alerts available to a users as they login to their help desk.

Downloads and File Management

Knowledge Base management
Make your new products, versions, updates, and documentation available to your customers at any time.

Filter the content your customer is able to view on your service solution based on the products they have purchased and save time managing document distribution. Leverage all of those products and white by indexing them and making them available 24x7.

Product and Service Catalog
Register your product and services to establish the availability of files in the download center. Use permissions and records to ensure users have access to the appropriate documents and filter the content your customer is able to view.
Store essential files
Store different types of your documents and binaries and make them ready for public or private download: Word documents, PDF files, Excel spreadsheets, PowerPoint presentations, HTML, XML, source and text files, ZIP files, and your own proprietary software formats.
Instant access to binaries
If you successfully make the Product Catalog and product related download list, you are able to take advantage of saving time with managing binaries and documents distribution.
Rate, Comment, and E-mail
While accessing your binaries, users are allowed to review and print document description, rate it toward their usability, send e-mail notification to their colleagues, put their comments and then download to the local storage.
Track download activity
Every user activity is tracked and analyzed, so you are able to view download history and print corresponding report.

Core features

Browser-based interface
As built from the ground up as a browser based application, users are not required to install any special software on their workstations.
Multilanguage
Individual users can select a language of their choice. It's not the user interface multilingual only, but user data, too.
Permissions based access
Permission's system gives you fine-grained control over precisely what any user can do and ability to isolate every of access points for a single customer.
Public or private site
You can allow visitors to access part or all of the site without having them sign in. Depending on your organization's requirements, you can close the site to anonymous visitors.
LDAP/Active Directory integration
Dynamically synchronize your LDAP database with User management (Microsoft's Active Directory, Novell's NetWare Directory, etc.).
Extended Reporting Set
Report on virtually any dimension of your requests: unresolved high-priority tickets, number of tickets per customer, average resolution time, estimated vs. actual time taken, etc.
Simplified Installation
SupportPortal will run on your existing hardware and software platform.  SupportPortal can be up and running on your system in less than 5 minutes, even on shared web servers.
Powerful administration
Administration includes users, groups and permissions, monitoring the server's usage, and configuring the particular modules.
Integrate into your website look and feel
Add your logo and colors in just a few mouse-clicks: configuring the embedded HTML code allows you to manage Header, Footer, Welcome Page and more.
Custom Layout Themes
Use predefined templates to control and change software overall look and design at your whim or design your own theme.
Empowered Search - Ranking functionality
Fetch all available databases: Knowledge Base, Downloads, News with advanced search algorithm and retrieve pages with keyword results ranking.
Search Feedback
When a customer does a search within the Knowledge base / Download and nothing is found, a screen opens automatically allowing the customer to submit a request by email to have the information to be added to the portal.
IMAP support
For users that prefer to use IMAP protocol as a method of accessing electronic mail that are kept on a mail server, the IMAP support has been added.
Built-in Modules
The Calendar with simple task recording for managing daily tasks. Internal Web notification system for internal stuff - send messages to persons or teams.