A fully customizable ticketed support system offering comprehensive components to manage your website.
From integrated email ticketing and FAQs to testimonials and a custom field system, this product can be adapted easily to fit your website and your business to offer your customers an excellent service.
Each support request is raised as a ticket by your customer, they don't have to be logged in to your website to do this - the email address they supply will be issued with a password which they can then use to track the progress of their ticket.
Tickets can be automatically directed to handlers based on department, product or category.
All areas of the support process are entirely customizable to ensure you can have the best fit - from products and departments to the status of a ticket and it's priority, you decide.
The initial support request from a user can be submitted via email and will generate a ticket to ensure it is tracked and replied to.
Settings you choose will provide users and handlers with email notifications each time a ticket is created or an action is taken. The email templates are WYSIWYG editable so can be changed easily to stay up to date with your business.
Users and handlers can either reply to tickets via email or by logging in to your website.
Tickets can be listed in the way you prefer, based on the fields you have set within it. Fields can be turned or or off to be included in search functions, enabling ticket handlers to perform searches on any relevant information field within a ticket.
Assign your ticket handlers with which product, department and category tickets they can deal with. This will determine how the system distributes tickets to handlers. Tickets can be forwarded to other departments, handlers or users as required.
Other features include full audit trail available for every ticket raised and private comments can be added to a ticket by a handler which the user will not see.
Tickets are fully customizable, with unlimited fields for information display or input available.
Custom field permissions are assigned by you, allowing user see and edit, user see handler edit or only handler see and edit options.
An easy plugin system is available to create your own custome field types.
Freestyle Support Portal has the following technical requirements:
For parts of the system, certain php modules need to be enabled. These are as follows:
php_imap). Note: This library is required even if you are only checking a POP3 mail account.
Recommended PHP Modules:
php_mbstring). Note: The product full works without this library, enabling it ensures full compatability with non ASCII strings.