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Edition Comparison

Choosing an Edition

Management Interface

 Feature Free 1ProEnterprise 
WhosOn
*NEW* Live monitoring of users on website
 
*NEW* Integrated with Live Chat for pushing and inviting of Live Chats
 
*NEW* Filtering of users on website
 
*NEW* Integrated with Events system for automated actions
 
Tickets
*NEW* Associate Tickets to Tickets and Live Chats
 
*NEW* Agent responses by email
 
*NEW* Define custom fields for Tickets
 
*NEW* Distribution method Cherry Picking
 
*NEW* Distribution method Round Robin
 
*NEW* Distribution method Service Oriented
 
*NEW* Automatic and Manual rebalancing of Ticket workload
 
*NEW* Auto-suggest relative Tickets
 
*NEW* Auto-suggest relative KB articles
 
*NEW* Comments and resolutions
 
*NEW* View / search ticket history
 
*NEW* Intelligent ticket routing
 
*NEW* Ticket preview pane
 
*NEW* Ticket status icons
 
*NEW* Email Signature
 
*NEW* Canned Replies
 
*NEW* Transfer Tickets (to agents, departments, and groups)
 
*NEW* Search previous Tickets
 
Live Chat
*NEW* Away from Keyboard options
 
*NEW* Automatic agent failover
 
*NEW* Co-chat with other agents
 
*NEW* Google Maps and Microsoft Virtual Earth integration
 
*NEW* Define custom fields for chats
 
*NEW* Manage chat queues
 
*NEW* Audible and visual alerts
 
*NEW* Chat idle time warning levels
 
*NEW* Administrator participation without transfer (coaching)
 
*NEW* Suggest relative KB articles
 
*NEW* Auto-detect associated ticket number
 
*NEW* Handle chats inline or as a popup
 
*NEW* Support for alternate agent avatars and identities (aliases)
 
*NEW* View / search chat history
 
*NEW* Search previous chats
 
*NEW* Transfer chats (to agents, departments, and groups)
 
*NEW* Automated responses
 
*NEW* Multiple chat session support
 
Events and Notifications
*NEW* Compatible with SmarterNotify real-time notifications
 
*NEW* Event-driven architecture
 
*NEW* Notification Profiles
 
*NEW* Assign actions to events (e.g. transfers, escalations, notifications)
 
*NEW* Service Level Agreement (SLA) compatible
 
Reporting
*NEW* STReportingFramework
 
*NEW* Summary Reports (17 system and 18 agent)
 
*NEW* Trend Reports (26 system and 18 agent)
 
*NEW* Define report favorites
 
*NEW* Scheduled and On-demand email reports
 
 
*NEW* Define custom reports
 
 
*NEW* Export reports to CSV and TAB formats
 
 
*NEW* View Cost Analysis reports
 
 
*NEW* View custom field reports
 
 
Administration
*NEW* Hidden departments
 
*NEW* Automate escalation with events
 
*NEW* Quality control
 
*NEW* Database optimized for large volumes
 
*NEW* Supervisor monitoring
 
*NEW* Real-time monitoring of Tickets
 
*NEW* Live monitoring of chats
 
*NEW* Define company structure
 
*NEW* Optional external providers
 
 
*NEW* Configurable access levels by role
 
Installation
*NEW* Native web server included
 
*NEW* Internet Information Server (IIS) 6.0+ supported / recommended
 
*NEW* Stand-alone install included
 
*NEW* Compatible with shared hosting environments
 
*NEW* Supports MySQL Server 5.0 and higher
 
*NEW* Supports SQL Server 2005 and higher
 
*NEW* Implementation in Microsoft .Net 3.5
 
Knowledge Base
*NEW* Embed document links (attachments) in KB articles and news items
 
*NEW* Embed flash files (.swf) in KB articles and news items
 
*NEW* Embed images in KB articles and news items
 
*NEW* Embed media files in KB articles and news items
 
*NEW* HTML tag stripping tool
 
*NEW* Code block auto-format
 
*NEW* Set stale dates for articles
 
*NEW* View unsuccessful queries
 
*NEW* Edit multiple KB articles concurrently
 
*NEW* Mark as reviewed
 
*NEW* Mark as needs to be reviewed
 
*NEW* View statistics of an article
 
Extensibility
*NEW* Define custom fields for Live Chats and Tickets
 
*NEW* Link to third-party databases via external providers
 
 
*NEW* Authenticate customer and agent logins via third-party sources
 
 
*NEW* Create canned replies for common questions/incidents
 
*NEW* Web services allow for integration into other applications
 
Web Interface
*NEW* STInterfaceFramework (standardized skinning and elegant navigation)
 
*NEW* Optimized AJAX controls provide desktop application performance
 
*NEW* Multi-language compatible
 
*NEW* Extensive use of snapping panes
 
*NEW* AJAX Spell-Check
 
*NEW* Rich text editing
 

- Feature included

Portal Interface

 Feature Free 1ProEnterprise 
Tickets
*NEW* Relative KB articles suggested when submitting a new ticket
 
*NEW* Capture visitor data (custom fields)
 
*NEW* Insert attachments (configurable)
 
*NEW* Submit Tickets through the Portal
 
*NEW* Submit Tickets through email
 
Live Chat
*NEW* Detect and recover from lost connection
 
*NEW* Embed chat links into website
 
*NEW* Customizable chat icons
 
*NEW* Print chats
 
*NEW* Typing indicator
 
*NEW* Online/Offline indication
 
*NEW* Push Web pages
 
*NEW* Capture visitor data (custom fields)
 
*NEW* Distribution method Cherry Picking
 
*NEW* Distribution method Round Robin
 
Knowledge Base
*NEW* SEO friendly article representation
 
*NEW* Organized by category
 
*NEW* Searchable (full natural search support)
 
*NEW* RSS feeds
 
*NEW* Private articles
 
*NEW* Social networking (e.g. digg it, reddit, etc.)
 
Security
*NEW* CAPTCHA support for ticket submission (optional)
 
*NEW* Anonymous / registered / authenticated user methods
 
News
*NEW* SEO friendly
 
*NEW* RSS feeds
 
Web Interface
*NEW* STInterfaceFramework (standardized skinning and elegant navigation)
 
*NEW* Customizable company logo
 
*NEW* Native .Net 3.5 support
 
*NEW* Compatible with most popular Web browsers
 
*NEW* Pages optimized for size
 

- Feature included

  1. The Free edition contains much of the same functionlity as Enterprise edition, but is limited to a single agent. This is to give you an opportunity to try all of the features out before making a decision on what product to purchase.
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