| General
Support Suite Features |
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General |
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| 100% Web Based |
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| Industry
Standard Architecture |
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| Customizable
Look & Feel |
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| In-House
& Hosted Editions |
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| Easy
Configuration & Fast Implementation |
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| Customizable
Admin Dashboard |
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Email
Related |
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| Auto
Email Notifications |
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Auto
Email to Ticket Creation within the Help Desk
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Optional
Module |
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Search
Capabilities |
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| Basic & Advanced
Search (HD & KB) |
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| Search
Result Relevancy |
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| Search
Filters (Categories) |
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| Natural
Language & Thesaurus Engine |
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| Full
Text Search in File Attachments (MS Office and PDF files)
(KB) |
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| External
File System Directory Search (KB) |
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Authentication |
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| Built
in Administrative Users |
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| Built
in End Users |
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| Active
Directory Integration |
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Optional
Module |
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Security
& User Roles |
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| Single
Level User Security |
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| Flexible,
Security Groups & User Roles |
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| Multi-Team
Permission Groups |
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| Article
Access Levels |
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Reporting |
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| Analytical
& Trend Reports |
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| Aggregate
Time Trends |
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| Report
Filters |
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| Articles
by Team, Author, Usage, etc. |
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| Metrics
On Demand Charts/Graphs |
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Customer/End
User Support Portal |
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| End
User Ticket Submission |
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| Ticket
Updating |
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| Ticket
History |
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| End
User Knowledge Base Portal
Views (KB) |
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Work
Flow System |
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| Predefined
& "On the Fly" Work flow Tasks |
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Optional
Module |
| Completion/Approval
Paths |
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Optional
Module |
| Rules
Based Work Flow Assignment |
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Optional
Module |
| Auto
Task Email notifications |
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Optional
Module |
| Work
Flow Task "Queue" |
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Optional
Module |
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Internationalization |
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| Time
Zones |
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| Translation
Workflow |
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| Multi-Lingual
Support |
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| Help
Desk Features |
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 Misc.
Help Desk Features |
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| Time
Tracking |
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| Full
Text Ticket Search |
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| Configurable
Ticket Queue |
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| Ticket
Due Date |
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| File Attachments
(any file type) |
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| 2-Tiered
Accounts/Contacts |
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| Printer
Friendly Views |
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| Define
Business Hours and Holidays |
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| Copy,
Memorize & Schedule Recurring Tickets |
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| Create Custom Ticket Templates |
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 Ticket
Categorization |
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| Status
& Priority Levels |
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| Products |
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| Categories/Sub-Categories |
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| User
Defined Fields |
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Custom
Business Rules |
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| Flexible
Business Rules |
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| Multiple
AND/OR Conditions & Actions |
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SLA/Ticket
Escalation |
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| Associate
End Users To Service Level Groups |
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| Define
Service Level Related Business Rules |
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| Set
Auto Email Escalations & Notifications To Meet SLA Defined
Settings |
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| Report & Chart SLA
Performance |
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| Knowledge
Base Features |
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Misc. Knowledge Base Features |
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| Email
Articles |
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| Copy/Move/Re-arrange Articles/Sections |
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 Content
Editing Features |
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| Robust, Easy to Use
WYSIWYG HTML Editor |
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| Spell
Check |
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| Content Image
& Flash File Manager |
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| Online Forms Creation |
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| Article
Templates |
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| Tables, Links and More |
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| Article
Classifications |
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| Easy
to View, Tree Based Left Navigation |
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| Auto
FAQ (most popular articles) |
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| Categories
& Content Types |
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| User
Defined Fields |
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| Quality
Control Features |
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| Single
Level
Routing/Approval |
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| Article
Review Dates |
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| Automatic
Article Archiving/Version Control |
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| Article Subscriptions |
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| Work
Flow System (Flexible, Work Flows Approval
Tasks) |
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Optional
Module |
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| User
Feedback Mechanisms |
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| Article
Hit Tracking |
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| Article
Voting/Rating System |
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| Search
Phrase Logging |
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| Submit A Question |
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 Additional
Modules Available |
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| Novo
Asset Manager |
Optional
Module |
Optional
Module |
| PC
Software/Hardware Inventory |
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Optional
Module |
| Import/Conversion |
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Optional
Module |
| Web
Services API |
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Optional
Module |
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Contact
Us for more information about our Customer Support
Suite Software. (888) 316-4559 USA
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