Knowledge base articles can be marked as private to make the inaccessible to customers if needed. Support personnel can even enter text phrases to search historical tickets for solutions 3. Additional functionality allows users to search for text phrases in historical tickets for solutions on previously reported problems. Melinda sees a record of the correspondence between other tech support personnel and the customer. She does a text search through past tickets for the modem type and quickly finds the solution to the customer s problem.
Managers can see which tickets support personnel are working on and for how long.
In addition they can keep an eye on overdue tickets. We want to shrink wrap the process of being an on-line service provider, said Bruce Kim, Chief Executive Officer at Inovaware Corporation. Moreover, by letting our customers capture and use customer information more effectively, our clients are able to serve existing subscribers better and mitigate churn. This is extremely powerful feature that can extend system functionality well beyond the traditional Help Desk application. Database platforms supported are Oracle and SQL Server.