Support Center PHP 2.2.2

Major Features:

1. Canned (Predefined) Messages
   • Canned Messages are used for you to quickly insert messages that you frequently type into the mails. Canned messages module is integrated with Knowledge base module, so you can profit from fast and easy to use company knowledge located on one place. Together with predefined messages you can define also predefined attachments. If you need to attach often any file to mails, just upload it once to predefined internal knowledge. Later you just add this knowledge easily to mail body and you don't need to wait until file will be uploaded to server.
2. Escalation Rules
   • Escalation Rules will help you automatically monitor status of all your tickets. Example of use is, that system will change automatically tickets with status "Awaiting reply" into Resolved in case customer will not reply e.g. within 5 days. Another example can be, that spam tickets will be deleted after 7 days in case they are in queue Spam automatically. Escalation rules gives you also a power to control your agents, if every ticket was answered on time, regarding your SLA.
3. Knowledgebase powerfull suggestion algorithm
   • Knowledge base is the most important module in each help desk software. It helps you to resolve tickets before they are submitted by your customers. The knowledge base module has powerful suggestion algorithm offering to users best matching entries from knowledge base to their support request and is optimized for search engines to increase your site ranking.
4. Custom fields
   • Custom fields allow you to define custom information to be stored and attached to either support ticket or email address of a user. No need to browse old tickets for missing information - with custom fields you can have important data always at hand.
5. Custom Statuses and Custom Priorities
   • Customize Statuses and Priorities to fit needs of your organization. Define own statuses, colors and icons of statuses. Add new levels of priorities if you need fine tune this to your needs.
6. Bi-Directional Mail Gateway
   • Every ticket can be easily answered also by common Mail Client like Outlook, Outlook Express, Thunderbird, PDA mail client or any other.
7. Every agent can define multiple conditions of mail Gateway.
   • Mails passed gateway conditions will be forwarded to his personal mailbox if he plan to answer them by other mail client.
8. Ticket Changes Notifications
   • Every Agent or customer can be instantly notified about ticket changes by email.
9. It is up to your agents, if they want to be notified and when.
   • Every agent can define own notifications, own conditions and own content of notification mail.
10. The system doesnt make any limits of needs of your agents.
    • Administrator can create global notifications, where can be notified about changes in tickets also your customers.
11. Powerful Mail Parser
    • SupportCenter contains powerful and robust mail parser, which can process any type of mail following all internet standards. Most important parameter of every help desk software is, how much mails can process per minute. It means, that with SupportCenter you can receive about 700 000 mails every day from different POP3 mail accounts.
12. Real Time Reports
    • Display statistic of your agents, their performance, time spent logged in application and other parameters. You can see in every minute what does your agents, who is online, who is reading or answering ticket and more. Protects your agents against answering of same ticket in same time and notifies them if any other agent is replying same ticket.
13. Ticket Filters
    • SupportCenter offers to your agents quick view on tickets they want to see. Every agent can setup own filter on tickets and save it as predefined filter.
14. Multilingual
    • SupportCenter can handle your customers mails in all types of languages and encodings. All mails are converted to UTF-8 encoding, so it allows your agents to read and answer mails in same application in English, Russian, Japanese, Chinese or any other languages. User interface of SupportCenter can be translated to any language by translating of one file, so every of your international customers or support agents can work in user interface translated to his mother language.
15. Security and resistance against hacker attacks
    • Mail communication with your customers and their contacts are the most sensitive value of every internet company. Therefore highest possible security, which could offer web application was one of the main requirements in SupportCenter specification. Every possible way of attack was reviewed and minimized by a design of application core.
16. High Performance Helpdesk Software
    • High performance help desk software is a MUST for all types of internet business. All features of SupportCenter are optimized for higher possible performance results. This is a first time, when limits are defined by hardware of your server and not by your help desk software.
17. Ajax Based Client-Server Architecture
    • SupportCenter As Web 2.0 application offers to your support staff rich user interface functions, which makes work faster, smarter and more efficient. Between clients browser and server are transmitted just clean data and rendering to HTML is covered by rich client software.

Requirements: none