SupportQueue | Features

Helpdesk & customer support management application

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System Requirements

Features

General

Built on a solid, reliable industry standard framework - Microsoft ASP.NET 2.0 to allow greater scalability and inter connectivity down the line.
Utilizes AJAX enabled (Technology pioneered by Google and used in GMail, Google Maps) Interface allowing you to work smarter and efficiently.
All our software interfaces are web-based, meaning your support staff or customers can access your helpdesk from anywhere in the world at any time.
Using our simple step by step guide and setup wizards makes installing and configuring SupportQueue easy.
Flexible & affordable pricing options for any size business.

Ticketing

Service Level Agreements allow you to define a set of rules and conditions for when a ticket is due. This helps guarantee a response to your clients within the allocated time frame. You can even extend it further and create a set of Escalation rules that make sure that the ticket flows from one level of organization to another if the SLA was not met.
File attachments can be made to a ticket by either the staff or the customer at any stage ensuring both parties have all the information they need.
Automated e-mail notifications can be sent to both the staff member or the customer whenever the ticket is updated.
E-mail messages can be automatically imported into SupportQueue as a new ticket (or a reply to an existing one) through the SupportQueue Gateway Service (see below).

Knowledge Base

The Knowledge Base can be used as a customer self-help resource, anyone can search or browse the knowledge base to find the answers to their questions before logging a ticket - saving on unnecessary ticket creation.
'Smart look-ups' are performed when a customer logs a new ticket, SupportQueue is then able to automatically suggest any knowledge base documents which may help them with their problem - prior to the ticket being logged.

Gateway Service

The SupportQueue Gateway Service is a Windows service which runs in the background and acts as a gateway between e-mail messages and SupportQueue's ticketing system.
Automated e-mail notifications can be sent to both the staff member or the customer whenever the ticket is updated.
E-mail messages can be automatically imported from any standard POP3 mailbox(es) into SupportQueue as a new ticket (or a reply to an existing one).