Live Demo
This live demo introduces you to the key concepts behind Escon SupportPortal
support tickets and e-mail management.
There is no need to download anything; simply click the links below. Please,
note that these typical scenarios are designed to show only a part of the large number
of functions and features included in the product:
Client side
Your end-users are experiencing problem with your product or service. They
can report requests anonymously or as registered
users - this will give them the option to get automatic updates on their
requests, and view the status of all their requests online.
SupportPortal allows you to disable submitting requests by anonymous users, and
you can easily setup strictly limited access to your support center!
Users can report requests online or inquiry about various issues and requests
using their e-mail client or web-form.
Scenario 1: Using web-form
- Click on Submit new request menu item. The
new ticket form is opened.
- Enter your name and e-mail address in corresponding fields.
- Choose the Department to which you want to
send request from drop-down list.
- Enter ticket Subject and
Description
- Rewrite the Validation code offered in
corresponding field.
- Click on Submit ticket button.
|
Submit by Form
|
You'll receive confirmation message to your email account shortly after the
ticket is submitted. Check it out.
Scenario 2: Using web-form with
self-registration
- Click on [Register] link in the Login form and enter
your desired username and your current e-mail. Please enter your e-mail
address correctly and click on Register button. You will
receive a registration email with the login name and password shortly after
signup.
- Check your e-mail messages.
- Click on the link provided and login using the username and password from
the message.
The message you just get the normally sent automatically from the
SupportPortal for all new registered users. As you see in the message,
you are provided with username, password and link to login page.
The content and appearance of these messages can be changed using
E-mail templates option of the Configuration
section.
|
|
- Click on Submit new request menu
item. The new ticket form is opened.
- Choose the Department to which you want to
send request from drop-down list.
- Enter the ticket Subject and
Description.
- Click on Submit ticket button.
You'll receive confirmation message to your email account shortly after the
ticket is submitted.
Check it out!
Scenario 3: Using e-mail client
- Create new e-mail message with your e-mail client program and enter:
- E-mail subject - subject
of the request.
- E-mail text -
description of the request.
- Optionally: add
attachment, e.g. screenshot.
- Send your e-mail to
test@myescon.com address.
|
Submit by e-mail client
|
Please, read Scenario 5 to see how you'll get email messages.
Support side
Support representatives – managers and specialists have access to their
Dashboard, where they can get an overview of the state of affairs in the support
through the Dashboard charts. They can also respond to tickets issued by
customers or potential customers, manage due dates by categories, escalate
tickets if needed manually or automatically and publish information to the
customers.
Scenario 4: View and solve request sent through
web-form.
- Use username and password: jerryf, jerryf.
- After login, find Active link within Requests
window on the Dashboard and click on it. The active requests table is
displayed.
- Find the latest active ticket, which is probably created by yourself
(refer to a ticket number from your message) and click on the record.
- Click on Reply tab near currently active tab
Details. The reply details are displayed and you can insert some
text into text reply area.
- You can also try the following options:
- Change time spent from
"1" to "10".
- Click on Choose
Canned Reply drop-down field and choose
Request closed text from the list. The predefined text is
inserted into reply text area.
- Click on Select
knowledgebase article...
button. Browse knowledge base articles from tree menu, select one and click
on OK button. The knowledge base link is inserted into
reply text area.
- Click on Select
download...
button. Browse download articles from tree menu, select one and click on
OK button. The download link is inserted into reply text area.
- Click on Reply and solve button bellow. The
ticket is closed and notification message sent to a requester (to you) and
status of the ticket is automatically changed to Solved.
- Click on Back to list button. Your request are
disappeared.
- Click on Requests > Archived from the Main Menu. Your
request is listed as the latest solved in Archived ticket list. Check
Total time column if you've changed time spent
previously.
- Log off.
- Check your e-mail for incoming messages.
|
Reply to a ticket
Link KB article to ticket
Insert canned reply
|
Scenario 5: View and solve requests sent by
user E-mail
client.
- Use username and password: jerryf, jerryf.
- Choose Email > Inbox item from the main menu. The Received
messages page is displayed.
- Click on Get email messages button. Wait a few moments
until messages are received from e-mail server. You'll see a receiving
report with your e-mail message listed.
- Click on OK button. The received message page is
displayed again.
- Select check box behind your message listed and click on the
Accept button.
|
|
The e-mail message is now converted into a support ticket and recorded in
SupportPortal requests table. You'll receive confirmation message. Check
your e-mail!
If you do not want to manually gather e-mails, SupportPortal allows you to setup automated task on your server to automatically
get all incoming emails and convert them to the tickets.
- Choose Requests > Active item from the main.
The Received messages page is displayed.
- Follow the steps 3 to 10 from the previous scenario (Scenario
4: View and solve request sent through web-form) in order to solve
received ticket.
Login using different layout themes
SupportPortal features enables you to set-up a different versions of the
application Welcome page and to customize layout elements. Please, click on the
following thumbnails to see some sample designs and to login to live demo:
