Features
infinetSoftware Smart Support is a full featured help desk script with a knowledge base and ticketing system. The software provides many features for efficiently managing your web based support needs. Following are just a few of the features and benefits of the Smart Support customer support softwware.
Knowledge Base
Smart Support features knowledgebase management to publish articles and
answers to frequently asked questions (FAQs). The knowledge base enables
you to publish answers to common questions on your website to help your
users and reduce support requests. Further, the knowledgebase can be used
to provide your staff with the training and answers they need to do their
job.
Tickets
Web based ticketing replaces email as your method of communicating with users.
Tickets allow for a discussion between staff and visitors that is more
centralized and convenient than email.
Categories
Smart Support allows you to use unlimited, nested categories to better
organize your knowledge base. Users can then browse the categories to
find the topics they are looking for. Similarly, you can create ticket
categories to direct questions to the proper staff.
Searching
Full text searching is provided for tickets and knowledgebase articles. This
makes finding answers much quicker for both visitors and staff.
Rich Knowledgebase Articles
A WYSIWYG editor is included for publishing knowledge base articles featuring
HTML formatting, links, and lists.
Operators
Operators are staff members assigned to creating articles and answering
customer questions. Operators do not have the same amount of authority
as the admin user, so they can manage support without risk of making
changes to the site. Operators are assigned to "Zones" or ticket categories
to direct customer questions to the right staff.
Unlimited Operators, Users, Articles, and Tickets
Smart Support does not place any arbitrary restrictions on the number of
operators you need or users you help. Use as many operators,
users, articles, and tickets as you need.
Articles RSS and Sitemaps
Autopublishing RSS feeds are provided of recently created knowledgebase
articles. Visitorsor staff can subscribe to these feeds to follow new content.
The feeds can also be "pinged" to RSS sites to get your public content listed.
Similarly, a live sitemap script is included that can be submitted to search
engines to get your content indexed.
Visitor Accounts
Visitors are attached to their email address to group support requests by
user. This is useful for staff to see if the user has had other questions.
This also allows for visitors to login using their email address to access
all the tickets they have started.
Admin Area
The admin area is the place for managing your Smart Support installation
as well as operators, articles, and tickets. The admin area provides an easy
to use interface to manage many settings and to oversee support activity.
Email Templates
The admin area allows you to customize email templates easily from web based
forms. This allows you to easily manage the responses the software sends
when emailing staff and visitors.
Operator Management
The operator management features in the admin area allow you to create
and update operator accounts as well as monitor activity on a per operator
basis. The admin can see operator activity relating to articles created
and tickets in which the operator is participating.
Operator Area
The operator area is the place where staff login to manage articles
and answer customer questions. The operator area is a "paired down"
version of the admin area to restrict staff to support tasks
only. Tickets are routed by categories so an operator will only
see tickets to areas they have been assigned.
New Ticket Notification
Operators can choose to be notified by email when new tickets are submitted
to areas they manage. This alerts staff to new questions when they arrive.
Ticket Reply Notification
Operators can choose to recieve emails when there is a reply to a ticket they
are following. This alerts staff to new details posted to questions in which
they are involved.
Email Parsing
With email parsing enabled, the software will periodically check an email
address for email replies to tickets for when someone replies to a
notification email.
Tickets RSS Feed
Operators can subscribe to an RSS feed of recent tickets. Like email
notifications, this alerts staff to new questions that need attention.
Operator Security
The operator area is secured by login. Operators can only access this staff
area by logging in with the credentials you create as the admin. Even
ticket RSS feeds are secured by login.
Unencoded PHP
The software is designed to be flexible and custimizable. There is
no encoding used, meaning you can alter the software as you need.
White Label
Because the code is not encoded or obfuscated, you can edit the
header, footer, CSS, and general design of Smart Support to match the look
of your site.
Security
Smart Support employs many security checks to restrict access where
appropriate. The software also validates and sanitizes data to combat
exploits like XSS and SQL injection.
Centralized Language File
infinetSoftware Smart Support uses a central language file named "lang.php"
for all text. This means you can translate all the text in the program
to your site's language simply by editing a single file rather than hundreds.