Customer Self-Service Features

• Integrated online user forum
• Support Ticketing System
• Tickets can be opened by agent through Web interface
• Provides seachable Frequently Asked Questions (FAQ) datebase for each product
• Allows closed tickets to be turned into FAQs, Known Issues, or searchable articles in Knowledgebase
• Ticket update and solutions can be automatically eMailed to customer
• Resolved ticket report
• Agents autiomatically directed to open tickets at log-in
• Emails articles to a friend on public FAQ interface (screenshot)
• FAQ proactively emailed to customer at activation
• Optionally survey customer when agents close tickets