Expinion Help Desk 6.5

Operating systemsOS : Windows
Program licensingScript Licensing : Commercial License - Single Installation ($175.00)
CreatedCreated : Jan 19, 2009
Size downloadDownloads : 5
Program licensing
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It allows providing the site visitors, employees or ...

It allows providing the site visitors, employees or clients with fast and efficient answers to their questions.
Customer support representatives receive email notification (on their PDA if desired) or they can simply login from any online browser to work on issues in their category of expertise. Service reps can be mobile and still empowered with all the tools they need to provide excellent customer support.
It is an affordable software for businesses or sites that receive lots of questions (issues or tickets), or if more than one agent responds to support issues.
Most important functions of Expinion Help Desk by Expinion.net:
Security & Privacy:
• Admin login requires username & password.
• Set agent access rights, in detail.
• Agent only memo for each issue.
• Issues can be in KB, or not!
• Per agent view preferences.
Representative (Agent) Functions:
add/List/Edit/Delete/Relate issues
• Prioritize issues (5 levels)
• Reassign issue/categories/reps
• View issue summary
• View automatic issue history
• Change status of issue at any time
• View customer's system configuration
• Automatic URL and email recognition
• Look-up & copy previous solution
• Add or look-up & copy draft reply
• Enable secondary email address (Cell, Pager, PDF capable)
• Mark issue as 'max exposure'
• Modify issue listing columns shown
• WYSIWYG editor
• Write draft responses for faq & KB (Can be reapplied to new issues. ) Include custom signatures, etc.
Tools for any level agent:
• Sort & search issues
• Paging for fast navigation
• Built-in To-Do Manager
• Built-in Address Book
Tools for Administrators:
• Add 5 optional text fields to issue submit forms
• Add custom fields of 'other' types.
• Customize security levels per agent, per task
• List/Add/Edit/Disable/Delete representatives
• List/Add/Disable/Delete categories
• Add/Edit/Disable/Delete category announcements
• View category overview report
• View user overview report
• View representative (agent) overview report
• View detailed agent activity logs
• Send internal 'customer-service' emails
• Send mass emails to all clients
• Set 'related' issues (further organization)
• View help desk statistics
• View / sort client issues report (Who is submitting the most issues? )
• View /sort client comments report (What do your visitors have to say? )
• View average reply times (Which agents are most efficient? )
• Customize autogenerated outgoing emails
• Assign to-do's to other agents
• Set number of open issues per agent
• Enable/disable activity logs per agent
• Check for recent Help Desk version update
• Suggest features for the next HD release
Easy to use:
• No need to register
• Paging for easy navigation
• Intuitive user interface
• Always accessible
Find answers & offer opinions:
• View/search/sort categorized FAQs
• Launch convenient Browser Toolbar
• View related issues list
• View category announcements
• Bookmark favorite issues
• Quickly view most important issues
• Vote on quality of issue resolution
• Leave comment on each issue
• Email selected issues to a friend
• Print issues
Ask questions or raise issues:
• Convenient Suggested Solutions list after submitting new question title (Saves time)
• Submit new issue(s)
• Update your unresolved questions
• View personally submitted questions list
• View personally submitted question details - private or public (except internal memo)
• Reopen a previous issue
• Request a list of all usernames and passwords used with your email address
• Check status of your issues
• Automatic email when issue resolved
• Receive email when issue submitted for you (Includes assigned username and password. )
News in the current Expinion Help Desk 6.5 version:
• Image verification (captcha) in the online question submission form, submit. asp. This is an effective deterent against automated submissions. (Spam. )
• Image verification (captcha) in the comments portion of the view KB article form (issue_view. asp). Much like the issue submission captcha, this is for the purpose of reducing automated submissions.
• An %EMAIL% token was added for use in the Update Issue - Agent email template. Now you can include the client's email address as part of that email's content, so the agent can respond directly via email if desired.
• Various additional links and conveniences. (Examples: A password retrieval link added to client submission form. A Related Issues link area was added to the client's private issues viewing area. . . )

Expinion Help Desk 6.5 scripting tags: add, knowledgebase, view, issue, knowledgebase system, faq, online support, email, questions, agent, expinion help desk, issues. What is new in Expinion Help Desk 6.5 software script? - Unable to find Expinion Help Desk 6.5 news. What is improvements are expecting? Newly-made Expinion Help Desk 6.6 will be downloaded from here. You may download directly. Please write the reviews of the Expinion Help Desk. License limitations are unspecified.