We are glad to announce eSupport, one of the most feature packed, robust and flexible support solutions available currently.

Some notable features:
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Complete Email Handling: eSupport features one of the most stable email handling, it can fetch mail using pipe (from qmail, sendmail, procmail etc), using in built PHP IMAP functions or even emulate the POP3 Protocol!, all replies are grouped into their respective tickets and a new ticket can be created by directly emailing to a specified address.
Ticket locking to prevent duplicate replies: One of the most requested features, eSupport automatically locks a ticket for 5 minutes whenever a staff member clicks on post reply button, when locked other staff members cannot post on the same ticket unless untill the lock expires or when the other staff member posts a reply.
No need for registration!: This too is one of the most requested of eSupport, users dont need to register to keep track of their tickets, every ticket is issued a unique key with which a user can get access to an interface where he can post replies, check the status of ticket or even close it
Attachments: You can also enable the ability to upload attachments, anytime anywhere, your customers or staff can upload attachments with either their replies or when they create a new ticket
Ultimate Ticket Handling: You can send Ticket Status suffixed to every ticket, enable/disable email sending, change the status or department anytime.
Staff Personlization: Each staff member has a personal "Calendar", "Address Book" and can even change certain things of eSupport to suit his/her needs
Multiple Emails can be redirected to departments: You can have 2, 3, any # of emails redirected to departments, you can have support@domain.com & queries@domain.com redirected to your Support department and billing@domain.com to your billing department
Staff Permissions: You can assign your staff members seperate departments and even seperate priorities
SMS & Email Forwards: eSupport also integrates with mobilemessagecentre.com service and can send ticket notifications to almost any cellular device on this planet, besides email forwards allow you to forward a copy of ticket and you can use it with a provider that supports Email->Pager gateway to send notifications directly to your pager
Template Based: Completely template based, eSupport uses a powerfull template engine which supports if statements, loops and even variables, you can customize almost every aspect of eSupport that is visible to your customers
Flexible FAQ system: A really flexible FAQ system with unlimited sub categories and questions
Easy to use interface: A professional designed interface that has everything neatly grouped into similar sections
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Price:
Original: $199 Yearly License, $349 Owned License
Limited Time Introductory Offer, Valid till 20th November: $149 Yearly license, $249 Owned License

More Information:
Kayako Web Solutions (http://www.kayako.com)

PS: I would like to thank some people on WHT for their ideas, even though i dont remember your names but the idea of no registration with unique key issued with every ticket and ticket status was picked up from this board, Thank You!

Update: Some people emailed me asking whether there was any restriction on copyright messages, the answer is no, eSupport doesnt require a user to place copyright messages, you can change the whole interface and its contents freely to whatever you want.

Another Update: Offer Extended till 23 November

Nice product. Only thing that caught my eye is the lightbulbs you used in:

http://www.kayako.com/ss/clientss4.gif

I remember seeing those in a default installation of UBB. I hope you didn't steal it from there since they are copyrighted images.

I took the bulbs off a site i dont remember which, could very well have been some UBB from.. those will be removed from the product asap, screenshots will be updated by tommorrow. thanks for telling.

Very cool calender feature

Joe

I thought i had seen it all! Till today when i found this thread.

I agree with teck very nice product indeed, one thing though.. could you make a way to archive the old tickets? like store them seperately, this is really needed because instead of deleting, one can move old tickets somewhere else, lets say another mysql table and restore them when needed.

Other than that i give this 8/10

nice feature suggestion, i have added it to my TODO list, it will definately be in the next version :)

Hey,

Why is it keep saying required field is missing
and do not process the ticket?

I did fill in all fields, not just required fields:confused:

Someone had setup the required fields in the setting area and not added the HTML to templates, therefore it said required fields were missing. I have removed them, but it is better if you test the software by directly emailing at demo@kayako.com because a lot of people try to change things that make the web based demo inaccessible for others.