customer-support-suite

• Customer Support Suite | Screenshot Tour

  

• Admin Dashboard

  Fully customizable portal dashboard for at-a-glance viewing of lists and managing reports. Drag and drop components allow you to quickly and easily arrange and sort the dashboard to each administrator's personal preferences.
  

• Manage Requests - End User

  Allows customers to review request status, add notes and attachments and close requests
  

• Flexible Security & User Roles

  User Roles Management: allows customizable user roles so you can define what your users can and cannot do.
  

• Robust, Easily Configurable Request Queue

  Flexible Request Queue - Easily enable/disable columns to display. Priorities are associated with a color making prioritization quick and easy. Each user can define their own preferred view of the requests by applying multiple filters
  

• Workflow Tasks

  Knowledge Base articles that have been added or changed require multiple people in various departments to approve the new or changed article. The Novo Work Flow System provides a flexible method for automating AND keeping track of these approval tasks.
  

• Help Desk Workflow

  Many requests require multiple people in various departments to approve the request. The Novo Work Flow System provides a flexible method for automating AND keeping track of these tasks resulting in improvement in quality and control of information systems.
  

• User Defined Fields

  Empowers managers with the ability to customize fields available in a ticket request form to their specific needs.
  

• Custom Business Rules

  Flexible Business Rules for auto assignment of tickets, auto notifications, etc.
  

• Active Directory/LDAP Integration

  Maps Active Directory Groups to Departments and Roles - providing single sign on and easier user knowledge base administration.
  

• SLA - Request Management

  Associate end users/customers into service level groups (account types).
  

• Ticket Templates

  Create custom Ticket Templates, allowing you to create simple to complex ticket entry forms.
  

• Automatic Email Notifications

  Confirmation Receipt To Customers/End Users - an email is sent back to the customer/end user that submitted the request to confirm its receipt.
  

• Time Management

  Punch In/Punch Out Request Time Tracking - The software tracks cumulative time spent on a request.
  

• Knowledge Base - Table of Contents

  Easy to view drill down left navigation tree to easily find the information you are looking for.
  

• Reporting

  Robust predefined and user defined reporting available.
  

• Internationalization

  Supports the ability to add/manage customer support requests in different languages. Utilizes the same system for providing global customer support.