vTicket Support System

"Add a vTicket Support System To Your Web Site and Take Customer Support & Communications to a New Level"

vTicket Support is an online Help Desk Software solution to enable you to stream line customer support requests and communications. It will keep track of all customer requests and provide you with a means to effectively communicate with customers even if multiple people (your support staff) are helping customers. You or your support staff will always know exactly what the exact status is of any communications requested by customers even if you or your organization are dealing with tens, hundreds or thousands of customers at a time. This high degree of organization ensures that communications are done effectively resulting in large time-savings which has the potential to improve production dramatically.

It is a fact that in this modern age effective customer communications are vital to the success of any organization. Effectively communicating with your customer will improve sales, productivity, help you build a better company and create 'good will' towards your customers which can be thought of a secret ingredient for any successful business - especially if your organization is online based.

vTicket Support Main Features:
Keeps You Updated on Events - You or your support staff will always know the exact status of any customer communications and any history related to requests from your customers. vTicket Support will track all communications and keep you or the support staff members updated with any communications taking place.

Eliminate Spam - vTicket Support will eliminate Email spam when dealing with customer communications. Never again will you have to deal with email related spam or email spam filters flagging real email as spam resulting in large communication delays.

Extremely Customizable - The end-user interface vTicket Support provides is 100% customizable. This means that you can customize and 'Brand' the Control Panels that your customers/visitors will use to fit the look and feel of your Web Site. The customization options allows you to literally implement any layout or design.

Group Support - vTicket Support has been designed with group support in mind. This means that multiple people can provide support and communications to customers and be up to date even if multiple support staff members helped the same customer previously.

Knowledge Base Functionality - vTicket Support also comes with Knowledge Base functionality where the contents of resolutions to support tickets can be copied directly into the Knowledge Base. The knowledge base can also be browsed and searched by your customers and can be invaluable in providing solutions to existing customers.

Listed below is an overview of the features of vTicket Support The online Demo's may give you a good feel of what vTicket Support has to offer you. vTicket Support also comes with extensive documentation that explains all features and options in detail and in simple to understand terms.

Support Staff / Administrator Features

User friendly Control Panel Interface - Designed to be clear, self explanatory and easy to use.

Multiple Definable Categories - Customers requesting support may choose a category when posting a support ticket.

Access Levels - You may assign access levels to staff members. Access levels can be set for access to specified parts of the control panel.

Unlimited Users (Staff Members) - Supports an unlimited number of staff members. (There are no limits.

Unlimited Customer Accounts - Supports an unlimited number of customer accounts. (Customers requesting support)

Easy Support History / Tracking - Support staff members may easily log into a customer's account to view support history of previous tickets or support requests.

Ticket Limiting - The number of support tickets customers may open are configurable.

Email Notification/Subscription - Staff members can subscribe to categories to receive an email message of anything posted in the categories of their choice. This also helps the lead technician or manager to effectively track exactly what is taking place when staff members are providing support to customers.

Customizable Autoresponders - Categories may have configurable autoresponders that is sent to customers requesting support. (You may have different autoresponder emails sent depending on the category where the ticket has been opened.)

Powerful Search Functions - All support tickets can be searched. The search also contains advanced search functionality.

Ticket Priority - All support tickets indicates the priority and the age of the ticket. Tickets are sorted from oldest to latest so that the older tickets will always receive priority. ActivDesk will always indicate when there is action required from support staff members by placing tickets in the 'Open Ticket Que'.

Powerful Support Category Management Functions - The Administrator or 'Super User' can create/edit/delete any support categories.

Comprehensive Knowledge Base Functionality - Comes with Knowledge Base functionality with many comprehensive features. See the knowledge base features below.

User Account Admin Functions - Comes with a 'User manager' where customer accounts can be searched/deleted or viewed.

End User Displays Extremely Customizable - Comes with a comprehensive template system to customize the templates/skins of the customer control panel and knowledge base.
Many other comprehensive features.

Customer (person requesting support from you) Control Panel Features

Comprehensive Customer Control Panels - The Control Panel makes it easy for your customers to post support tickets. Customers can also view the history of any support tickets they have posted in the past.

Extremely Customizable - The customer control panel can be completely customized. You may add your own logo, graphics and/or use your own layout.

Customizable Autoresponse Emails - Customers are kept informed via autoresponder emails (configurable) to their support requests each step of the way. Customers also receive email when a support staff member posts a reply to their support request. The email contains a link that will log the customer directly into his control panel to view the reply to their request.

Quick and easy customer sign-up - It will take your customers less than 1 minutes to open a support account

No password required. Only Validation of Support Ticket No and Email ID

Many other comprehensive features.

Knowledge Base Features

Knowledge Base Integration with Support Tickets - Support tickets can be copied to the knowledge base. The entries copied to the knowledge base may be edited before it is inserted into the knowledge base.

Knowledge Base Categories - Supports multiple categories so that knowledge base entries can be categorized.

Powerful Search Functions - All entries can be searched. Also comes with advanced search options. Specified categories can also be searched.

Powerful Management Functions - Easily edit/add/delete knowledge base categories.

Knowledge Base Comments - Knowledge base entries may receive comments from visitors browsing the knowledge base. The comments can be approved by staff members before it will be included with knowledge base entries.

Customer View

Staff View

Staff Ticket View

Administrator View

Administrator View