|
Home > Solutions > Digital Enterprise > HelpDesk Solutions
SupportWizard
 |
ISC’s SupportWizard is a HelpDesk System, which is a pure Web-based, robust yet easy-to-use customer interaction package. It offers the following features: |
Rapid Implementation
SupportWizard turns your company Web site into an interactive help desk overnight. It works right “out of the box”, and can easily be tailored to meet your specific needs. Staff training can be completed in under an hour, and customers can begin using it immediately.
Transparent User Interface
SupportWizard employs a user-friendly interface similar to that of popular Web search engines, allowing your customers to quickly find the answers they want and to submit their own reports. Users can download files from the system and also upload their own files for evaluation. Full on-line help is provided.
Flexibility
SupportWizard is fully customizable to meet the requirements of your company, and gives you complete control over the information flow at your site. You can collect customer input on products under development and also provide technical support for products on the market. Your administrator can precisely define access permissions for user groups and easily customize fields, escalation rules, choices, footnotes, groups, and displays.
Competitive Pricing and Money Back Guarantee
SupportWizard is the most cost-effective solution available in the industry today. We offer licensing for unlimited support staff and end users, so you will not be hit with additional costs as your business grows. All purchases include 90 days of free support and upgrades, and a 30-day full-refund unconditional guarantee.
Supportwizard Features
(Please visit Web site www.SupportWizard.com to see a complete list of features and specifications )
- Server Platforms
Windows NT 4.0+ / 2000, Linux, HP-UX, Solaris, Free BSD (available soon). All major Web servers.
- Client Platforms
Any platform that supports a standard Web browser.
- Customization
SupportWizard is fully customizable. Customization can be performed while SupportWizard is online without interrupting your 24/7 service.
- Scripting
User-defined scripts can be executed whenever a record is added, modified, or deleted.
- Messaging
Full support for standard mail protocols.
- ASCII Import / Export
Full database import and export functions are supported.
- Attached Files
Any kind of file may be attached to a database record for easy downloading.
- Security and Customer Access
Security is based on SSL (in case SupportWizard is installed on Apache SSL server) and password encryption where automatic login scripts are used. Users can be allowed to self-register from a hotlink at your Web site. Access is controlled by customizable group permissions.
- User Search via Web
Users may be allowed to search the database for solutions to their problems, using either a simple full-text search or a multi-variable, power search.
- User Submission, Upload and Download via Web
Users may be allowed to submit problem reports, to upload and attach files to their report, and to download patches, updates, or other files.
- Staff and Administration Access via Web
Staff and administrative functions can be executed from anywhere with Web access and a browser.
- Problem Tracking and Management
Each problem is tracked by a user-defined set of criteria. Priority levels are unlimited. When solutions are added, relevant files may be attached. The problems and solutions can then be made accessible to other users.
- Report Threading and Linking
Reports for similar problems can be linked so solutions are added only once. All responses to a report are automatically linked to it in a thread.
- Alerts and Escalation
Supervisors and/or staff can be notified of newly submitted reports or particular situations, such as response times exceeding specified limits or new reports assigned to them. Escalation rules are unlimited and easily customized.
|
