Miscellaneous/Global
- Simple to install and administer.
- Utilizes readily available, industry standard free and open-source software for back-end functionality.
- Attractive default user interface.
- Easy to integrate into your existing web site design.
- Define your own <HEAD></HEAD> tag contents - META tags, cascading style sheets, Javascript, etc.
- Themes separate software logic from presentation, allowing for the creation of a drastically different support system experience (see note #1, below).
- Theme overrides allow for the selective modification of the default theme without the need to write and maintain a new theme.
- Many UI elements can be collapsed and expanded, allowing you to maximize screen space and focus only on portions that are being used.
- User contact information manager.
- Fully-featured user account search engine.
- Searchable user history.
- Automated lost password retrieval.
- Competitive pricing.
- Inquiry receipt via web-based form or email.
- Optional custom questions & answers during form-based inquiry submission.
- Optional account creation during form-based inquiry submission.
- Optional ability to create tickets - or not - during form-based inquiry submission.
- Email confirmation of inquiry submission.
- Direct inquiry submission to different "paths" (ie. billing, sales).
- Inquiry triage with customizable labels.
- Assign inquiries to different technicians.
- Fully customizable email confirmations.
- Technician-specific and shared prewritten/commonly used responses.
- Technician-specific monitored queue display settings.
- Technician-specific signatures (unlimited).
- Contextual display of path answer types - ie. pass results to Google, internal web applications, etc.
- Entry search engine with contextual result display, fuzzy full text search, etc.
- At-a-glance tally of unresolved inquiries.
- Inquiry locking, with lock manager, to prevent duplicate responses.
- Multiple entry types (inquiry, outgoing message, phone, in-person visit)
- Ticketing system with fully functional ticket manager, history, etc.
- Customer-specific graphical flags (fully customizable), history, and notes.
- Incoming and sent message display.
- You can send messages to multiple recipients.
- Persistent new mail message display anywhere in Accliptic Support.
- Message content styling, quoting, image embedding, links, etc.
- Multiple, defineable forum areas.
- Message display by thread.
- Admins and CSRs can edit or delete posts and threads.
- Message content styling, quoting, image embedding, links, etc.
- Special thread toggle, so that they always appear on top of list.
- Restrict access to forum areas based on levels (Levels include admin, CSR, user, and "everyone").
- Easy to navigate hierarchical structure.
- Unlimited knowledge base articles and categories.
- Articles can be mirrored within multiple categories.
- Each category has fully editable description, with full styling (color, image, links, etc) support.
- Each article has editable synopsis and description, with full styling (color, image, links, etc) support.
- Optional category and article comments, providing a means for customers to provide feedback and/or annotate knowledge base documents.
- Article ratings by customers, letting you know what needs to be improved.
- Restrict access to articles and categories based on levels (Levels include admin, CSR, user, and "everyone").
- Set unfinished articles and categories to draft status, hiding them from view until they are complete.
- Knowledge article search engine with contextual result display, fuzzy full text search, etc.
- Provide customers and non-customers alike with updates and current information via your web site.
- Display notices based on access levels (levels include admin, CSR, user and "everyone").
- Each notice has a definable priority (very low, low, normal, high and very high).
