wmp202
10-15-2007, 10:17 PM
The following is a comprehensive list of key features provided by Accliptic Support.
Miscellaneous/Global
* Simple to install and administer.
* Utilizes readily available, industry standard free and open-source software for back-end functionality.
* Attractive default user interface.
* Easy to integrate into your existing web site design.
* Define your own <HEAD></HEAD> tag contents - META tags, cascading style sheets, Javascript, etc.
* Themes separate software logic from presentation, allowing for the creation of a drastically different support system experience (see note #1, below).
* Theme overrides allow for the selective modification of the default theme without the need to write and maintain a new theme.
* Many UI elements can be collapsed and expanded, allowing you to maximize screen space and focus only on portions that are being used.
* User contact information manager.
* Fully-featured user account search engine.
* Searchable user history.
* Automated lost password retrieval.
* Competitive pricing.
Inquiries (customer)
* Inquiry receipt via web-based form or email.
* Optional custom questions & answers during form-based inquiry submission.
* Optional account creation during form-based inquiry submission.
* Optional ability to create tickets - or not - during form-based inquiry submission.
* Email confirmation of inquiry submission.
* Direct inquiry submission to different "paths" (ie. billing, sales).
Entries (customer support rep.)
* Inquiry triage with customizable labels.
* Assign inquiries to different technicians.
* Fully customizable email confirmations.
* Technician-specific and shared prewritten/commonly used responses.
* Technician-specific monitored queue display settings.
* Technician-specific signatures (unlimited).
* Contextual display of path answer types - ie. pass results to Google, internal web applications, etc.
* Entry search engine with contextual result display, fuzzy full text search, etc.
* At-a-glance tally of unresolved inquiries.
* Inquiry locking, with lock manager, to prevent duplicate responses.
* Multiple entry types (inquiry, outgoing message, phone, in-person visit)
* Ticketing system with fully functional ticket manager, history, etc.
* Customer-specific graphical flags (fully customizable), history, and notes.
Mail (customer support rep.)
* Incoming and sent message display.
* You can send messages to multiple recipients.
* Persistent new mail message display anywhere in Accliptic Support.
* Message content styling, quoting, image embedding, links, etc.
Forum
* Multiple, defineable forum areas.
* Message display by thread.
* Admins and CSRs can edit or delete posts and threads.
* Message content styling, quoting, image embedding, links, etc.
* Special thread toggle, so that they always appear on top of list.
* Restrict access to forum areas based on levels (Levels include admin, CSR, user, and "everyone").
Knowledge
* Easy to navigate hierarchical structure.
* Unlimited knowledge base articles and categories.
* Articles can be mirrored within multiple categories.
* Each category has fully editable description, with full styling (color, image, links, etc) support.
* Each article has editable synopsis and description, with full styling (color, image, links, etc) support.
* Optional category and article comments, providing a means for customers to provide feedback and/or annotate knowledge base documents.
* Article ratings by customers, letting you know what needs to be improved.
* Restrict access to articles and categories based on levels (Levels include admin, CSR, user, and "everyone").
* Set unfinished articles and categories to draft status, hiding them from view until they are complete.
* Knowledge article search engine with contextual result display, fuzzy full text search, etc.
Notices
* Provide customers and non-customers alike with updates and current information via your web site.
* Display notices based on access levels (levels include admin, CSR, user and "everyone").
* Each notice has a definable priority (very low, low, normal, high and very high).
Demo: Accliptic Technologies - Providing help-desk software, CRM software, online education software, etc. (http://www.accliptic.com/products/as/demo/)
Download:
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Miscellaneous/Global
* Simple to install and administer.
* Utilizes readily available, industry standard free and open-source software for back-end functionality.
* Attractive default user interface.
* Easy to integrate into your existing web site design.
* Define your own <HEAD></HEAD> tag contents - META tags, cascading style sheets, Javascript, etc.
* Themes separate software logic from presentation, allowing for the creation of a drastically different support system experience (see note #1, below).
* Theme overrides allow for the selective modification of the default theme without the need to write and maintain a new theme.
* Many UI elements can be collapsed and expanded, allowing you to maximize screen space and focus only on portions that are being used.
* User contact information manager.
* Fully-featured user account search engine.
* Searchable user history.
* Automated lost password retrieval.
* Competitive pricing.
Inquiries (customer)
* Inquiry receipt via web-based form or email.
* Optional custom questions & answers during form-based inquiry submission.
* Optional account creation during form-based inquiry submission.
* Optional ability to create tickets - or not - during form-based inquiry submission.
* Email confirmation of inquiry submission.
* Direct inquiry submission to different "paths" (ie. billing, sales).
Entries (customer support rep.)
* Inquiry triage with customizable labels.
* Assign inquiries to different technicians.
* Fully customizable email confirmations.
* Technician-specific and shared prewritten/commonly used responses.
* Technician-specific monitored queue display settings.
* Technician-specific signatures (unlimited).
* Contextual display of path answer types - ie. pass results to Google, internal web applications, etc.
* Entry search engine with contextual result display, fuzzy full text search, etc.
* At-a-glance tally of unresolved inquiries.
* Inquiry locking, with lock manager, to prevent duplicate responses.
* Multiple entry types (inquiry, outgoing message, phone, in-person visit)
* Ticketing system with fully functional ticket manager, history, etc.
* Customer-specific graphical flags (fully customizable), history, and notes.
Mail (customer support rep.)
* Incoming and sent message display.
* You can send messages to multiple recipients.
* Persistent new mail message display anywhere in Accliptic Support.
* Message content styling, quoting, image embedding, links, etc.
Forum
* Multiple, defineable forum areas.
* Message display by thread.
* Admins and CSRs can edit or delete posts and threads.
* Message content styling, quoting, image embedding, links, etc.
* Special thread toggle, so that they always appear on top of list.
* Restrict access to forum areas based on levels (Levels include admin, CSR, user, and "everyone").
Knowledge
* Easy to navigate hierarchical structure.
* Unlimited knowledge base articles and categories.
* Articles can be mirrored within multiple categories.
* Each category has fully editable description, with full styling (color, image, links, etc) support.
* Each article has editable synopsis and description, with full styling (color, image, links, etc) support.
* Optional category and article comments, providing a means for customers to provide feedback and/or annotate knowledge base documents.
* Article ratings by customers, letting you know what needs to be improved.
* Restrict access to articles and categories based on levels (Levels include admin, CSR, user, and "everyone").
* Set unfinished articles and categories to draft status, hiding them from view until they are complete.
* Knowledge article search engine with contextual result display, fuzzy full text search, etc.
Notices
* Provide customers and non-customers alike with updates and current information via your web site.
* Display notices based on access levels (levels include admin, CSR, user and "everyone").
* Each notice has a definable priority (very low, low, normal, high and very high).
Demo: Accliptic Technologies - Providing help-desk software, CRM software, online education software, etc. (http://www.accliptic.com/products/as/demo/)
Download:
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