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Feature overview - Support Center Module

See also the General Features

The support center is an add-on module for VisionProject and its web based portal works as an entry point for all your customers and end users that need support. The support center gives you a clearly defined channel through which you can communicate with your customers and end users. The support center portal can be adjusted to fit into your existing company web site in a seamless fashion.

The Support Center allows you to manage your support emails, online issues, online chats and issues received by phone in a simple and efficient manner. The entire system has been designed to improve productivity and to make it easy for you to give your customers and end users support 24/7.

One of the many benefits with the support center is that you can give your users support all hours of the day even though you do not have support personnel available. Through the support center the users can help themselves and each other within the user community using the knowledge base, online documents and discussion forums.


Automate your support email management

The most common way to manage support issues are through regular emails. As you can see in the diagram below, by using the VisionProject support center this is very easy. All you have to do is to configure the support center to fetch emails from you support mailbox using either IMAP or POP3, issues are then fetched and converted into support issues in VisionProject every other minute.

Other ways to use the support center may include:

  • Handle and log support phone calls
  • Help and discuss with users using the online discussion forums
  • Build an extensive knowledge base where users can find answers to frequently asked questions
  • Include online documentation using the file archive to publish documents
  • Inform users about news an important events through the support portal start page
  • And so on...

 

Main benefits


Professional looking and feature packed web based support portal
Treat all support emails as quickly and easily as phone calls
 Minimize the risk that issues are forgotten
 All emails can be handle all emails through one common web based interface
 Complete traceability and history on all discussions regarding a support issue
 Users can get help even when you can't answer support phone calls
 Users can help themselves and each other thereby reducing the workload from your support staff
 Your customers can follow the status of their support issues in the online issue list in their account at any time
 The support staff could be working in different locations all over the globe, such as in different time zones
 Clean and simple overview over all support issues
 Use one support center per project in VisionProject or one common support center for all your projects
Link/Transfer issues between projects with complete traceability (such as from your support project and one of your internal bug tracking project for a certain product)
 

Very competitive pricing, see here for more information
Key features

With a rich and easy to use web based interface and unmatched features you can be assured that your support  issues are handled in a timely and efficient manner. Some key features of the support center module include:

All features in the standard base version of VisionProject is included, see here for more information
Web based support portal
  • You can add a support center/helpdesk as low-cost add-on feature for your all your projects
  • Enables you to give your customers and end-users help and support 24/7
  • Very easy to integrate in your existing web site
  • Easy to customize
  • The support center make it easy for you to publish these elements to your customers and end users:
    • Knowledge Base
    • Discussion forums
    • Document/file archive
    • Issue tracking
E-mail ticket system
  • Your customers can create issues (tickets) via e-mail or reply back to responses received from your support team
  • VisionProject monitors a specified e-mail account
  • For every new message a new issue will be created or if there is an existing ticket id in the mail subject a comment will be appended to the existing issue
  • Replies can be customized
  • Automatic reply to all support email with a ticket id making follow-ups and issue tracing easy
  • Create standard answers (predefined templates) that can be used to reply to can be used for handling frequently asked questions in an effective way. 
     
 Support issue management
  • Handle all issues in a common fashion weather they are created from an email or are manually created or originate from a phone call.
  • The issue page contains several different views for your issues where you can sort, filter, create report of current view, etc, etc.
  • A complete history log of all changes on an issue gives you complete traceability of the changes and who has done what
  • You can easily create links between issues. For example, you could create a link between a support issue and a bug in two different projects.
  • Quick access to issues by issue key identifier
  • Reply and distribute support issues with attachments
  • Complete support for attachments
  • Powerful report/search engine makes it easy to find issues
  • Link/Transfer issues between projects with complete traceability (such as from your support project and one of your internal bug tracking project for a certain product)
 


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