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ActivDesk is a help desk software solution that you install on your web site. Customer communication is handled with ActivDesk's ticketing system. Customers post support tickets from your web site via ActivDesk. You or your support staff are then informed about new support tickets by email. Clicking on the link in the email takes you to the ActivDesk control panel where replies can be posted. All support tickets provides you with detailed information of customer tickets and previous tickets. Replying is easy as everything needed to send an effective response is there. No sifting through previous emails or correspondence because everything is there in one place. Having all this information available also makes it easy when multiple people needs to serve a single customer as everything needed to send effective responses are there.
The high degree of organization provided by ActivDesk provides a streamlined, easy flow of information & communication - even if you are dealing with hundreds, thousands or tens of thousands of customers at a time.
Support Tickets that has been resolved can be copied to the built-in knowledge base. The knowledge base can then provide solutions to your customers from your web site that has already been addressed.
ActivDesk Key Features: • Eliminate Spam - FOREVER! - ActivDesk will eliminate Email spam permanently and forever when dealing with customers. Never again will you have to deal with email related spam or email spam filters flagging real email as spam resulting in large communication delays. • Keeps You Updated on Events - You or your support staff will always know the exact status of any customer communications and any history related to requests from your customers. ActivDesk will track all communications and keep you or your support staff updated with any communications taking place. • Extremely Customizable - The end user interface ActivDesk provides is 100% customizable. This means that you can customize or 're-brand' the customer Control Panels to fit the exact look and feel of your Web Site. The customization options allows you to literally implement any layout or design. • Team Support - ActivDesk has been designed with group or team support in mind. This means that multiple people can provide communications and support to customers. Mutliple people can help a single customer for example and still know the exact status of the current state the customer request is in. • Knowledge Base Functionality - ActivDesk also comes with Knowledge Base functionality where the contents of resolutions to support tickets can be copied directly into the Knowledge Base. The knowledge base can also be browsed and searched by your customers and can be invaluable in providing solutions to existing customers.
Support Staff / Administrator Key Features: • User friendly Control Panel Interface - Designed to be clear, self explanatory and easy to use. • Support Categories - Create as many categories as required. Support tickets are posted in categories by end users. • Access Levels - You may assign access levels to staff/team members. Access levels can be set for access to specified parts of the control panel. • Unlimited Users (Staff or Team Members) - Supports an unlimited number of staff/team members. (There are no limits.) • Unlimited Customer Accounts - Supports an unlimited number of customer accounts. (Customers requesting support) • Easy Support History / Tracking - Support staff members may easily log into a customer's account to view support history of previous tickets or support requests. • Ticket Limiting - The number of support tickets customers may open are configurable. • Email Notification/Subscription - Staff/team members can subscribe to categories to receive an email message of tickets or replies to tickets posted in the categories of their choice. This also helps the lead technician or manager to effectively track exactly what is taking place when staff/team members are providing support to customers and when customers post new tickets. • Customizable Autoresponders - Categories may have configurable autoresponders that is sent to customers when tickets and replies are posted by customers. (You may have different autoresponder emails sent depending on the category where the ticket has been opened.) • Extra Data Fields for User Accounts - You may define extra fields to capture extra information from customers when they create a support account. • Powerful Search Functions - All support tickets can be searched. The search also contains advanced search functionality. • Ticket Priority - All support tickets indicates the priority and the age of the ticket. Tickets are sorted from oldest to latest so that the older tickets will always receive priority. ActivDesk will always indicate when there is action required from support staff members by placing tickets in the 'Open Ticket Que'. • Powerful Support Category Management Functions - The Administrator or 'Super User' can create/edit/delete any support categories. • Comprehensive Knowledge Base Functionality - Comes with Knowledge Base functionality with many comprehensive features. See the knowledge base features below. • User Account Admin Functions - Comes with a 'User manager' where customer accounts can be searched/deleted or viewed. • End User Displays are Extremely Customizable - Comes with a comprehensive template system to customize the templates/skins of the customer control panel and knowledge base.