Highlights of Expinion.net Web Based Help Desk and Knowledge Base Software, written in asp.
Solutions are suggested before the public may submit a trouble ticket. (May also be disabled.)
Files can be uploaded and attached to trouble tickets or KB articles (issues) by Help Desk users or agents.
Supports ASPemails, CDONTS, JMail, Dundas, CDONTS, CDOSYS, etc.
Unlimited number of customer support representatives and issues.
Electronic version of admin guide and user's guide included.
Full open source code included.
Rebrandable! (You can remove the Expinion logo from the footer.)
No DLLs or Active X to install.
Convert POP3 emails into help desk tickets with Addon.
Developed in ASP.
Administrator & Technician Features in Expinion's Web Based Help Desk Software.
Security & Privacy
 Admin login requires username
& password.
Set customer service technician's
access rights, in detail.
Agent only memo for each ticket.
Issues can be in KB, or not!
Viewing preferences can be set
per technician.
IT Technicians Functions
(Representatives / Agents)
Add/List/Edit/Delete/Relate issues
Prioritize tickets (5 levels)
Reassign issue/categories/reps
View trouble ticket summary
View automatic ticket history
Change status of tickets any time
View customer's system
configuration
Automatic URL & email recognition
Look-up & copy previous solution
Add or look-up & copy draft reply
Enable secondary email address
(Cell, Pager, PDF capable)
Mark KB article as Important
Modify issue listing columns shown
WYSIWYG editor
Write draft responses for tickets
(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 trouble ticket submit forms
Add custom fields of 'other' types.
Customize security levels per technician, 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 technician (agent) overview report
View detailed technician 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 technicians
Set number of open issues per technician
Enable/disable activity logs per technician
Check for recent Help Desk version update
Suggest features for the next HelpDesk release
|
Client / Visitor Features of Expinion Web Based HelpDesk Software
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 KB Articles list
View category announcements
Bookmark favorite issues
Quickly view most important issues
Vote on quality of issue resolution
Leave comment on each KB article
Email selected KB article to a friend
Print KB Articles
|
Ask questions or submit help desk trouble tickets
Convenient Suggested Solutions list after
submitting new question title (Saves time)
Submit new tickets(s)
Update your unresolved tickets
View personally submitted tickets list
View personally submitted ticket details -
private or public (except internal memo)
Reopen a previous ticket
Request a list of all usernames and passwords
used with your email address
Check status of your tickets
Automatic email when ticket resolved
Receive email when ticket submitted for you
(Includes assigned username and password.)
|
HOME
Fantastic! Thank you once again for a great application and service. You guys are the best! ... 
Demo our Web Based Help Desk Software
