Feature Overview

FEATURES BY APPLICATION

General Features

•   100% Web based
•   On-Line Help
•   Reminders
•   Multi-Language capable
•   Detailed Security Options
•   Customer/Contact Database
•   Asset Management
•   Training course manager
•   Product Suggestions Module
•   New group/Support forums
•   Contact Management
•   Import/Export
•   Chat With Other Users
•   Supports Multiple Contacts Per Customer
•   IVR/ACD Integration

Email / Web

•   Fully Featured Online Support For Customers
•   Automated Response Emails Can Include Links Back To The Open Case
•   Files Can Be Attached To Case Emails

•   Authorized Users Can Open / Monitor Their Own Incident Tickets
•   Access To News Group / Support Forum
•   Supports POP and SMTP Email
•   Supports Microsoft Exchange
•   Email Broadcast

Service Call / Incident Logging

•   Centralized Call Logging
•   Customer Look-up
•   Call Notes / Journals Can Be Entered For Each Case
•   Incident Priority / Severity Assignment, With Alerts
•   Customizable Logging Options
•   Automatic Generation Of Incident Numbers
•   Automated Call Transfer / Escalation
•   Supports Ad-Hoc Billing
•   Attach Files To Cases

Service Call / Incident Tracking

•   Quick Access To Your Open Cases
•   Tracks Customer's Call History or Open Calls
•   Workflow Options
•   Tracks Time/Details For Each Person In An Escalation Path
•   Automatically Tracks Case Times
•   Technicians Can View/Close Other Technicians Cases
•   Case Look-up By Incident Number

Support / Solution Knowledge Base

• Easy To Use Knowledge Base

•   Supports Multiple Knowledge Bases
•   Export Knowledge Base To HTML
•   Knowledge Base Solutions Are Not Limited In Size
•   Supports Extended Knowledge Base Information
•   Knowledge Base Supports File Attachments
•   User Definable Exclude Words To Improve Searching

Defect / Bug Tracking

• Customizable Bug Database

• End User Input/Access To Follow up
• End Users Can Submit Bugs/Product Suggestions

Database Support

• Supports Open Database Architecture (ODBC Compliant)

•   Customizable At The Database Level
•   Supports MS-Access, Oracle, SQL Server, MY-SQL, Sybase etc.
•   External Source Data Import / Export

User Customizable Features

• Database Fields Can Be Added / Modified / Deleted

•   Screen Layouts
•   Screen Colors
•   On Screen Field Widths / Captions
•   Field Types, i.e. Text Boxes / Drop-down Boxes
•   System Drop-down-box List Items
•   All Grid / Table Views
•   Default Data Sort Order

Reporting

• Supports Crystal Reports

•   Includes Management Reports
•   Includes Integrated HTML Report Writer
•   Reports Can Include Manual Input Parameters