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Inout
Support Desk Manager is the most powerful, affordable, flexible, feature rich, customizable customer collaboration software available on the Internet. It is the one of the best softwares available for you to manage your clients and their projects. Its unique ability to manage custom projects of your clients, makes it very easy to monetize from your clients along with you support them. It also allows your staffs to communicate between each other, sending private messages and notes. Basically, Inout Support Desk Manager is a collaboration software for your clients, your staffs, projects and support system. Inout Support Desk Manager can be presented in multiple languages and themes which helps you to provide a global service. The entire system is template driven, which helps you to easily modify the look and feel of pages to match your website.
Gmail Like Interface: Inout Support Desk Manager has designed in such a way that you can manage support desk tickets and projects, as simply as you manage your emails. It helps you to identify your active, inactive and closed tickets very easily. You can optionally STAR tickets, projects and custom messages for future references and follow up responses.
Custom Projects: Too often (depends on your services and products) you may need to discuss about custom projects, while you are supporting your clients. Inout Support Desk Manager has a separate division to manage these projects. It allows your clients to post a project, providing its details and your staffs(based on their permissions) can respond to it. It also allows you and your staffs to send invoices to your clients for these projects.
Private message: Inout Support Desk Manager allows your staffs to communicate between each other directly from their staff area. Your staffs can send quick messages, reminders and alerts to their colleagues. Private messages can also be viewed in an Email interface and can be managed easily.
Notes: A staff can tag a note to a post in support tickets or projects, for their fellow staffs to see it. These notes will be visible to those privileged staffs along with the post to which it is tagged. Notes are very useful, when you need to give a specific message related to a single post.
Attachments: Along with support tickets and project posts, clients and staffs can upload their attachments. Your may configure the attachment types to be allowed, from your admin area.
Staff Privileges: Staffs can be given different privileges for support ticket and project sections separately by the administrator while adding/managing a staff. Administrator can specify the support privileges of a staff from his admin area. He may also specify the communitions, management and payment privileges for projects.
Signatures for posts: Staffs can set signatures for support tickets, custom projects and private messages. They can even optionally put separate signatures for support tickets, projects and private messages. Clients can also configure their signature from their client area.
Ticket Ratings: Clients can rate support tickets, while closing them. The rating and review posted by the client will be then visible to all the privileged staffs of that ticket.
Unlimited Products: Administrator can add unlimited number of products, on which your clients can post tickets/projects.
Question Bank: Do you find too many clients asking very similar questions? Then you may add one of those tickets to the Question Bank. This ticket will be then visible to the public.
Knowledge base: Knowledge Base in an area where you can add any number of articles related to your product or services. You can create unlimited number of categories, sub categories and articles from your admin area. These categories and articles will be then visible to the public.
FCK editor: The world's most popular WYSIWYG editor is integrated into the software which allows you to manage the article content, as you manage simple word documents.
Article - Image Uploads: Along with each article in knowledgebase, you may upload up to four images related to your article. You may also specify the positions where you want to place your images inside the article.
Article - Keyword Tagging: To help you for a better user navigation and search engine visibility, Inout Support Desk Manager allows you to tag unlimited number of keywords to your articles. These keywords will be then visible as links along with articles.
Ticket/Project Starring: Both your client support staff and your clients can mark tickets and projects as starred, as like in Gmail. It helps them to track these tickets for future references and follow up communications.
Email Alerts: The email alert system make sure both your staffs and your clients never miss any important activity related to their tickets/projects. Our automated, configurable email alert system will send immediate emails for all important activities related to ticket, projects and payments.
Multiple Languages: Inout Support Desk Manager allows your visitors and staffs to choose the languages in which they want to use your services. Inout Support Desk Manager is preloaded with 3 languages. You may easily add/manage more languages from your admin area. It helps you to provide a global service irrespective of language boundaries.
Themes: Themes allow you to manage the look and feel of the client and staff area directly from your admin area. A theme can be easily managed, modifying its corresponding CSS directly from the admin area. You may create any number of themes separately for staff area and client area. Your clients and staffs then can choose their desired theme from their client area and staff area respectively.
Detailed Statistics: Detailed statistics allows you to track the entire support system. You may view statistics based on tickets, projects, clients, staffs and payments over a specific time period.
Point System: We have introduced an optional staff point system which can be managed by the administrator. The point system, gives points to the staffs for their activities. It will help you to reward your staffs based on their efforts and quality of work.
Client/Staff Logs: Never miss an activity of your clients or your staffs. You may monitor the activities of your staffs and your clients very easily watching the operation logs. It will be very helpful for future references and to resolve disputes and complaints.
Open source code: All files except a few library files and controllers (Which you never need to modify) are open source and you may do code level customization even in the admin area.
Free Copyright Removal: You are free to remove the copyright notice in the page footer in the public pages of the script. You may remove the powered by link also if you do not want to join our affiliate program. You may do it just by modifying a simple HTML file.
PHP development with MVC(Model-View-Controller) framework: Inout Support Desk Manager is using the professional MVC style of PHP development, which enables you to extend/customize the software adding any new feature you want, with minimal maintenance/customization cost.
Easily customizable: Template driven pages allow you to create your own look and feel or easily integrate the site into a design template you already have.
Click here to see what our clients say about Inout Support Desk Manager.
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Inout Support Desk Manager General Features
- Unlimited support tickets
- Gmail like interface to manage tickets easily
- Unlimited members/clients
- Unlimited client support staffs
- Unlimited products
- Custom privileges to staffs
- Product based staff access permissions
- Default ticket handler for each and every ticket
- Handler can transfer his responsibility to another staff of equal rights
- Both your clients and staffs can search on tickets
- Different ticket status(active, on hold and closed)
- Both staffs and your clients can star tickets as like in Gmail
- Clients can rate a ticket for support received, and post a review
- Upload attachments along with ticket posts
- Email alerts help both your staffs and your clients to be alert on important ticket activities
- Clients can register themselves or you may add a new client from your admin area
- Manage custom projects for your clients, while you are supporting them
- Clients can post a project, submitting all the necessary details
- Project Developers, Support staffs can view and manage these projects from their staff area
- Custom privileges to the staffs (communication, project and payment)
- Privileges are based on the nature of work (work type) and products
- Privileged staffs can edit project details
- Privileged staffs can send invoices to your clients
- Privileged staffs can participate in project discussion
- Attachments can be posted with each and every discussion post
- Different status for projects(on discussion, active, closed and cancelled)
- Your clients can track the status of their projects easily
- Your clients can pay for invoices, using the automated PayPal payment gateway integrated
- Clients can view their payment history and pending invoices in separate sections
- Email alerts on all important activities related each and every projects
- Your staffs can communicate between each other using private messages
- Staffs can manage private messages as easy as they manage Emails
- Staffs can star a private message for future references
- Staffs can reply to tickets or forward ticket
- Staffs can delete unwanted private messages
- The inbox, sent items folder helps staffs to track all the communications
- When a client post a rating for a ticket, the software automatically generates a private message for the privileged staffs
- A staff can tag a note to a post in ticket or project
- Staffs can configure note visibility permissions
- These notes will be then displayed along with the posts where it was tagged
- Notes are useful when you need to send specific messages related to a post (eg: a manager can appreciate a staff for his response
- You may add frequently asked tickets to the question bank
- Privileged staffs can also manage the question bank
- A public user or your client can search on these tickets in question bank
- Question bank reduces your efforts on repeated answering for similar questions
- Knowledge base area for public
- You may add unlimited number of articles to the knowledge base
- These articles can be categorized into any number of categories
- You may add upto four images inside articles
- Manage articles with world's most popular WYSIWYG editor FCK Editor
- Unlimited number of keywords can be tagged to each and every articles
- Tagged keywords are shown as links along with the articles
- Search engine friendly URLs
- Public can rate articles
- Public can search on knowledge base
- You may create any number of display themes
- Create themes separately for your clients and your staffs
- Themes can be easily added and managed from the admin area
- Themes are based on CSS which helps you to make easy modifications
- You may add any number of languages from your admin
- You may add languages separately for clients and staffs
- By default along with the package we provide 3 languages(English, Spanish, French)
- Your clients and staffs can choose the language they prefer from their account area
- Your clients and staffs can configure signatures for their posts
- Staffs can configure separate signatures for tickets, projects and private messages
- Both staffs and your clients can specify the display theme and language they prefer
- They can change their profile, change password and retrieve the password if necessary
- Point system for staffs
- Administrator can configure the point system settings for different staff activities
- Points help you to identify your best performing staffs and rewarding them
Key Admin Features
- Add a new client
- Manage all clients
- Add a new staff
- Manage all staffs
- Specify support ticket and project privileges for staffs
- Configure support, communication, project and payment privileges separately for each product
- View and manage support tickets
- Manage question bank
- Search on support tickets
- View and manage all projects
- Add a new product
- Manage existing products
- Add and manage project work types
- Create and manage invoices for your clients
- Track ticket and project status
- View project payment history
- View and manage private messages
- Compose a new message for a staff
- Delete private messages
- Create and manage themes
- Manage themes separately for clients and staffs
- Add and manage languages
- Maintain languages separately for clients and staffs
- Manage knowledgebase
- Add and manage any number of articles in knowledgebase
- Maintain categories for knowledgebase
- Manage staff point system
- Configure ticket point system and project point system separately
- View detailed system statistics
- View support ticket statistics
- View project statistics
- View Payment statistics
- View client logs
- View staff logs
- Configure system, operation, display and email settings
Other important features
- Easy installation
- Developed on MVC framework
- Search Engine Friendly URL
- Quick tutorial
- 100% template driven and fully customizable
- Open source code. You may even modify the programming logic of each page including member pages
- Easy advertising, integrating your google adsense and other affiliate banner/text ads
- Free Copyright Removal
Installation and Support
- Easy install (Free installation offered)
- 1 year FREE updates
- 1 year FREE support
Features and Requirements | Demo | Testimonials
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