Support Suite Features

SupportAxis

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Features

With the present scenario of demanding business environments where clients expect their problems to be solved in less time and providing them with a exhilarating experience thus buying customer loyalty, SoftAxis has meticulously designed their SupportAxis - TicketAxis to meet your customer’s expectations and make your support personnel’s everyday tasks a lot more easier thus saving on time and controlling costs. SupportAxis - TicketAxis comes rich with features. A few of the features are:

User Interface

	User Friendly Interface
	An user friendly interface which is graphical, easy-to-use, easy-to-follow with descriptive prompts strategically placed ensures that the user has a smooth navigation throughout the application .........more

Non javascript enabled browser compatibility

One of the main features of this application is that it doesnt depend on the user's browser settings to define it. Users sometimes disable javascripts to make sure that annoying popups and malicious code do not execute.Since the javascript code executes on the client's computer, different browsers executes it differently whereas server side scripts always produce the same effects. So certain applications lose their functionality due to this. We have taken care to avoid this pitfall and ensure that the integrity of the application is maintained..........more

Forms

	Form Factory
	This is where the administrator creates the ticketing form(s) to suit his company' requirements. This is the site where visual perception becomes virtual reality. .........more

	Form Preview
	A sneak peek is provided to the administrator of the ticketing form before the implementation takes place on the website. Saves the administrator on implementation time and on toggling between the administrator section and the website section to view the changes implemented. .........more

	Flexibility of creating different type of ticketing forms
	Ticketing Forms to suit each department's functionality can be created by the administrator rather than have a single common form having all the various department's functionalities embedded in it. .........more

	Search Functionality
	The search functionality has been incorporated to cut down the time for a customer/administrator to find a record/set of records based on certain criteria. It saves time on laboriously sifting through all the records to find the correct record..........more

Tickets

	Highlighting priority jobs
	Jobs that have fallen into "High Priority" are spotlit and details displayed so that it comes into the administrator's or support personnel's view to prevent nth hour haste and mistakes. .........more

	History of a ticket
	A track record of each ticket and the information added to it is maintained thus recording detailed information about a ticket as it goes through the different processes and personnel. This history of data can be used by the succeeding personel in trouble shooting the issue. Also it can be used as a reference for a repeat ticket..........more

	Customer presence or status in the application.
	As the administrator, you can view the number of customers or staff online. This is a base for further features to be added later onto this application. .........more

	Faster response time on problem resolution
	This customer-centric application helps in improving operational efficiency and effectiveness of the business. Escalation of faster resolution of customer grievances in turn leads to customer satisfaction, higher revenue and lower operating costs.........more

	Advanced Search functionality on tickets
	In addition to the general searches placed in the application,advanced searches are embedded into the application to enable the support personnel to get specific and more useful results thus cutting down on search time. .........more

Configuration and Content management

	Highly Customizable settings
	This Product has the flexibility to accept settings based.........more

	Customizable mail settings
	In the settings page the administrator can just enter in the.........more

	Mail Server information
	The administrator can set the mail server name that is to be used by the.........more

	Mail attachment configuration
	The admin can set the individual file size that can be uploaded with.........more

	Mail Messages Configuration
	Another feature of SA is the mail message configuration .........more

SLA

	Setting up Schedules
	Schedules constitute the heart of the SLA. Schedules consist of daily helpdsk hours, working days, unavailable hours etc. The admin can create different schedules based on departmental work schedules and implement them as required. .........more

	Setting up plans
	This application take into consideration that support personnel view only relevant data to their roles or departments. Personnel are categorized into the varous departments they belong to and the roles they play within the departments. Based on this information, information can be either made visible to the users or hidden from them .........more

Hierarchy and Workflow

	Departments
	As roles that personnel play within an organization allow for delegated administration, this application also takes this into account and functionality has been built into the system to tread the same path. The administrator can create roles and allow or deny ceratin permissions to a role .The administartor can then allocate personel into these roles. .........more

	Roles of the personnel
	Reports bearing certain functionalities have been incorporated to enable users to quickly search for their tickets based on certain criteria thus cutting down on search time. ........more

Transparency of a ticket

Transparency of a ticket is what makes your client see all the results, details of the various processes that their tickets had gone through. This increased visibility helps you in gaining the client's trust as they can see how and when you are working on their jobs,what processes their jobs go through before it is being completed and delivered. Also tickets transparency within a department makes sure
........more

	Reports
	Reports use this instead of previous one: Reports bearing certain functionalities have been incorporated to enable users to staty on top of their tickets thus enabling them to quickly search for their tickets based on certain criteria thus cutting down on search time. ........more

	Scalability of the application.
	This application has been built on 3-tier architecture. The key characteristic of this application is that additional functionality implementations only require minimal coding changes rather than extensive modification of the application itself. ........more

Feature Rich

	User Friendly Interface
	Form Factory
	Search Functionality
	History
	Mail Configuration
	SLA
	Reports
	Departments
	Roles
	Platform Independent
	Scalability of the Application
	Scalability of the Application
	Presence and Status
	More

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Testimonials

....when I am searching for a ticketing system, I come to this solution!! This is exactly the solution I am currently looking for.....

Michael Einar Reynis
IT Manager
www.miracas.net