SupportPortal

It can be used to set up both internal and external help desks, call centers, contact centers or Web portals.

It allows any business or work group to assign ticket and issues, manage incoming and outgoing e-mails, streamline workflow, provide live chat, build knowledge base, manage access to shared binaries, and deliver newsletters through one single point of access.

Features:

• Core features:
• Browser-based interface
• Multilanguage
• Permissions based access
• Public or private site
• LDAP/Active Directory integration
• Extended Reporting Set
• Simplified Installation
• Powerful administration
• Integrate into your website look and feel
• Custom Layout Themes
• Empowered Search - Ranking functionality
• Search Feedback
• IMAP support
• Built-in Modules
• Ticket and E-mail Management:
• Create and submit new tickets
• Convert all incoming e-mail messages
• Shared Outbox
• Windows LiveAlert
• Routing
• Automatic escalations based on SLA rules
• Notifications
• Design e-mail templates and response messages
• User defined data fields
• Change history of a ticket is maintained to facilitate audit processes
• Classification
• Built-in Time tracking
• Relate ticket to a Knowledge Base article
• Canned Reply
• Private note
• Knowledge Base Management:
• Create HTML articles
• Article categories
• Permission-based group access
• Most popular and and most recent articles
• Powerful Search
• Search extensions
• Voting and Commenting
• Integrated Dictionary
• Live Help:
• Integrate live Chat button on your site
• Proactive chat
• Real-Time Visitor Monitoring
• Windows LiveAlert
• Call Transfer
• Insert Canned Replies
• Search chat archive
• Appear offline
• Customization and Branding
• "Party is typing" notification
• Sound Effects
• Support Forum:
• Track and display messages
• Create topics and categories
• Set permissions
• Image attachments
• Newsletters and Announcements:
• Create formatted news
• Manage newsletter subscriptions
• Multiple e-mail lists
• Choose target audiences
• Downloads and File Management:
• Product and Service Catalog
• Store essential files
• Instant access to binaries
• Rate, Comment, and E-mail
• Track download activity

Requirements:

• PHP 4.3 or above
• MySQL 4.1, 5.x
• ionCube Loader