The key features of the software are :

There are basically three different users of this system -

1. End User , who seeks solution for his/her queries from the support team of the company.
2. Support Executive, who answers users' queries.
3. and Administrator, who manages the complete system.

• Users can submit his problem / query in any of the category administrator has already created.
• User can even attach the files (.gif/.jpg/.doc/.txt) with the problem to show some screenshots to the support executive.
• System allows user to track a problem posted by him on the site by showing him the summery of the problem and solution with the attachments (if any).
• User can go to the site where ADC eSupport is hosted and enter the ticket number and the Key to see the complete history of the ticket.
• If user has forgot the key for the ticket, he can enter the ticket number and the key associated with that ticket is automatically sent to his email address.
• Whenever user submits the ticket the summary for the same is automatically emailed to him as well as all the support executives who are associated with that category.
• User can re-open the closed ticket by replying to the ticket.
• User can navigate through the knowledge base (FAQ).

• Support executives are associated with the specific 'problem category' in a company by an administrator.
• Every support execute has his own username and password.
• Support executive can login to his control panel by entering this username and password.
• Once logged in they automatically see all the pending tickets for them (tickets posted by the user in a category which is associated with this support executive).
• Support executive sees all the problems / queries posted by the end user for his associated category.
• Support executive can then select the query (ticket) and posts an answer to that problem.
• While posting the reply to the ticket, support executive can even attach the files if required. Files can be only of .gif/.jpg/.doc/.txt file extensions.
• Auto generated mail is sent to the user when support executive answers his problem.

• Admin can create / edit / delete support categories.
• Admin can create / edit / delete support executives and assign them the support categories.
• Admin can add / edit / delete questions in FAQ section
• Admin can activate / deactivate, delete any support ticket, any customer and any support executive.
• Admin can see the detailed report between any given dates to find out how many tickets are open, which support executive has answered most ticket, which support executive is not answering the tickets etc.

[ ^ Top ]