World class online customer support business application.

Help desk with support ticketing, knowledge base, FAQ and customer testimonials.

eSupport is a robustly featured help desk solution equipped with ticket support system, knowledge base, FAQ and customer testimonial manager.

Support tickets are a great way to organize your incoming support request and visitor inquires.

Have you ever had to dig through your inbox to remind yourself what the history of correspondence was for a particular email?

The eSupport help desk automatically groups all correspondence into a single page for easy reference.

Have you ever had to respond to an email and ask for a better explanation or more information, or simply what the person was referring to in the first place?

Have you ever answered the same question twice?

Why not convert a frequently asked question into a knowledge base article or FAQ? The eSupport help desk software / script allows you to convert support ticket dialogue into a knowledge base article, FAQ, or if something happens to say something nice about your company eSupport will let you convert it into a testimonial.

FEATURES

• Create Tickets From Emails
  Our help desk software allows you to create help desk tickets from pop3 email accounts. Therefore, your clients can either fill out your online web form or send an email if they require support.

• Real-Time Chat
  eSupport enables you to engage in real-time chat with your website visitors. Your web site visitors will be shown an icon and know if there are available staff from the selected department be able to easily request help from the selected department.

• Pro-Active Chat
  eSuport enables staff members to request chat conversations from web site visitors using a number of methods. First, staff members can pop-open a chat box on the visitor’s browser. Another option allows staff members to engage visitors with an image that invites the visitor to chat. Finally, staff members can engage visitors with a floating icon that will scroll across the visitor’s browser.

• Ajax Chat Interface
  eSuport chat uses AJAX (Technology pioneered by Google and used in GMail, Google Maps and other Google Applications). Using this technology allows the eSupport chat experience to work more efficiently.

• No Special Download Required for Live Chat
  eSupport Ajax chat interface does not require clients to download any special plug-in before they chat with your staff.

• Customizable Help Desk
  eSupport includes an advance help desk component that allows visitors to add support tickets via email or help form. Once the ticket is entered, all staff members from the selected department are notified and the staff member can reply via the help desk area or email. Also, the administrator can customize the help desk submit form to collect additional information from users.

• Powerful Knowledgebase
  eSupport includes an advance knowledgebase with very powerful features including unlimited categories and sub-categories, internal only knowledgebase, glossary, advance searching, attachments, comments and more.

• Intuitive Troubleshooter
  The troubleshooter section will allow users to follow a series of questions to find answers to common problems. When you add a topic, you can add unlimited questions and answers under the topic. In addition, you can even create additional topics under a specific topic.

• Enhanced Document Manager
  eSupport includes an optional Document Manager that allows you to make documents available to users of your help desk. This option could be used if you have documents or software upgrades that you have to make available to specific users. You may limit access to specific interest groups.

• Staff Calendar / Address Book
  eSupport includes an optional calendar available to all staff members where staff members can post to-do items for themselves or other staff members. They can also setup to receive email reminders. In addition eSupport includes a separate address book where staff members can post information and make that information available to all or selected staff members.

• Staff Internal Mail System
  eSupport includes an optional internal mail system. Through our internal mail system staff members can easily communicate and send attachments that are only viewable from the eSupport system.

• Detail Reports
  eSupport comes with a set of detail reports that allows you to view information such as web site traffic, referrers, user details, staff reports, visitor transcripts, user chat reports, staff events, knowledgebase reports, and survey reports. This is only a sampling of the reports offered by eSupport.

• Search Engine Integration
  eSupport allows you to view which search engines your web site visitors are coming from and the key words used to reach your site.

• Third-Party Login API (TPLA)
  eSupport comes with an API to allow you to integrate with other software applications so that when you create login accounts with third-party applications you can automatically create accounts within your eSupport.

• Optional Windows Sys-tray Application
  eSupport includes a system tray windows application that allows staff members to minimize the monitor window to the system tray instead of the task bar. Therefore, the monitor window cannot accidentally be closed. This is an optional feature.