User Guide
Templates
Templates A template is a predefined format that you can use.Support provides you with the following types of templates: E-mail templates Ticket templates E-mail Templates E-mail templates are predefined formats that you can use to create e-mail ...
Article Associates
Add Comment You can add comments as notes to provide any technical information to the agents related to the article in itself. You can leave multiple comments for an article. To add a comment, do the following: Select an article from the Help ...
Add Article
The Help Center module is an online knowledge base to contain solution articles for addressing various issues. You can group the solution articles under suitable custom sections for ease of reference. You can also import articles from an external ...
Customization
Customize Support as per your business requirements. You can edit and customize the layout of the page. Ticket Statuses Support allows you to assign each ticket with a status, to know how many tickets your team has resolved and how many are ...
Personal Settings
Support allows you to personalize your account. You can add the information about your agents, specify a name format, add a signature and manage your accounts. Adding Information You can add the following information about your agents: Name: Enter ...
Tasks
Sometimes, a ticket might involve multiple technician work. In that case, the ticket can be divided into several tasks and each task can be assigned to a technician/group. For example, consider a scenario where a new employee joins the organization. ...
Accounts
You can maintain complete database of your customers in this Accounts Module. You can add every minute details of the particular account and can associate Contacts, Contracts and Products for the corresponding Account. Also, if you have the accounts ...
Contacts
Contacts are the people with whom the organization can communicate for an account. A single account can have multiple contact points. You can enter every minute details about the contact. Also, you can easy import your complete database of contacts ...
Live Chat Integration
Welcome to Live Chat in Support. The Live Chat adds up as a channel of communication with your customers, wherein you could interact with them in real time over text chat. But that's not all! Each chat session will be converted into a ticket with ...
Setting up Community Forums
Empower your customers with an online community using Support. Customers can initiate discussions, post questions and get support - all from a single unified platform. Setting up a community is very straight forward. But before that, let us learn a ...
Knowledge Base (aka) Help Center
Support enables you to build rich knowledgebase, a collection of solution articles that can be used for future reference. With the knowledgebase, your support staff can provide consistent support to customers besides, your customers themselves ...
Customer Portal
The Customer Portal of Support plays an important role in helping customers resolve their issues by themselves. You can customize this portal according to your requirements and give your customers access to it. For example, you can customize the ...
Ticket Management
Customer-support centers receive a lot of tickets everyday. Customers send tickets using e-mail, call because they have a ticket or fill up forms on the Web which are sent to customer-support centers. It is important that customer-support centers ...
Setting Up Your Email Channel
Setting Up Your Email Channel Emails are the most widely used and an indispensable mode of communication for helping customers with their problems, in a helpdesk. Support upped the ante with its unique functionality of converting emails into tickets ...
Getting Started
Process of Replying to and Closing Tickets Create customer support tickets from telephone, e-mail, customer portal, web form, discussion forum, Twitter & Facebook. The e-mails sent to your support address are automatically converted as tickets in ...
Overview
Support is an online, Web-based helpdesk software application. It enables you to support your customers effectively. All tickets that are sent through e-mails or received over the telephone are converted or logged as tickets. You can assign tickets ...