What customers are saying about A1 Support: A1 Support - Tools to Help You Help Your Customers Special offer extended: FREE A1 Support Installation!
Overview Feature Comparisions Installation, Admin & Use Server Requirements Release Notes   Purchase!			A1 Support is a customer support package which runs on your web server. It: assigns support tickets to new support cases keeps track of individual support tickets in single discussion threads provides an immediate "at a glance" status of the support queue (seeing which cases are open and which need replies) lets customers attach images to replies (screen shots) for quicker problem resolution gives tech support personnel the ability to search the database for similar support issues previously handled Additional features of A1 Support Pro: assign support cases to specific support personnel assign priorities to support cases sort the queue by case reference number or priority support personnel can readily email other support personnel with comments (unseen to customers) provides a popup menu of commonly used references for fast replies to customers What this means to your business and support personnel is: no hunting down email messages in order to figure out what was previously discussed immediate identification of cases which in the queue are still open, and which require customer support replies clear identification of documentation or product deficiencies which should be corrected to reduce support load more effective customer support more pleased customers! A1 Support Support Queue Case Ref Date Opened Product Name Subject July 5, 2002 Alpha 1 James Marshall Need Installation Help July 5, 2002 Beta 1 Cindy Jones Site License July 6, 2002 Alpha 1 Karl Mueller Feature Request July 6, 2002 Beta 1 Paul Miller Lost Registration Key July 6, 2002 Beta 1 Phillip Marks Bug Report July 7, 2002 Alpha 1 Karen Daniels Reinstallation Question An example A1 Support Queue. Row entries which have a red Date Opened entry are items which are needing a support response. (customer has responded, it is now our turn to reply). Other entries are open support cases. The complete discussion thread of any support queue item can be obtained by simply clicking on the Subject link. A1 Support Pro Support Queue Case Ref Date Opened Assigned To: Priority: Product Name Subject July 5, 2002 John S. 5 Alpha 1 James Marshall Need Installation Help July 5, 2002 Sara 5 Beta 1 Cindy Jones Site License July 6, 2002 John P. 4 Alpha 1 Karl Mueller Feature Request July 6, 2002 John P. 3 Beta 1 Paul Miller Lost Registration Key July 6, 2002 Karl 2 Beta 1 Phillip Marks Bug Report July 7, 2002 Not Assigned 2 Alpha 1 Karen Daniels Reinstallation Question An example A1 Support Pro Queue. In addition to the fields in the A1 Support Queue, the Pro version also supports assigning support personnel to individual cases and assigning priorities to cases. A user's privileges can be set to permit him/her to examine the entire Queue or only see those items assigned to him/her. Each customer support reply is delivered via email to the customer. This may be the end of the case if the customer is satisfied with the response. If, however, the customer desires to respond, the email contains a unique link through which the customer can further reply to the support case through their browser. This keeps all correspondence in a very easy to follow thread. A1 Support can be setup to handle support for dozens of customer support agents, located around the globe. IP address filtering assures that only authorized support personnel have access to the main A1 Support Queue. A1 Support is built upon MySQL and Perl, standard components for solid web applications. A1 Support starts at $69.95 for 2 support personnel logins, $129.95 for 5 support personnel logins. A1 Support Pro starts at $149.95 for 5 support logins, $199.95 for 10 support logins, and $299.95 for 25 support logins.