I'm pleased to announce that ProSupport has finally been released with version 0.9.1. After more than a year of hard work and dedicated, we have produced a product that can greatly help in making your help desk and support line much more efficient.
ProSupport is a powerful script that enables clients to help themselves. Clients can browse through your Knowledge Base articles, download helpful utilities and tools, view company announcements in real time, or submit a trouble ticket to your support team.
ProSupport was built on several key features that are important to maintaining a good relationship with your clients. It is a tool to help you answer your clients' questions with ease and efficiency. Several important features such as email piping, complete ticket management, server scanning, per department registration requirements, template based design for easy customization, and an advanced activity alert program (ProAlert) are all included in the base package to enable you to serve your customers better and faster than ever before.
Several Major Features
1) Per department registration requirements. Gone are the days where either everyone had to register to use your help desk which turned into a big hassle, or when no one had to register at all and you received multitudes of spam in your ticket queue. You can now specify which departments require registration and which ones don't. This feature is particularly useful for sales/support department combinations where you don't want potential clients to go through the process of registering just to ask a simple question.
2) Pinned tickets. Pin a ticket to the top of a queue to keep an eye on it. By default, in most help desk applications tickets are moved to the end of the queue, but you can now make it stick to the top of the qeue. This feature is similar to the sticky threads feature you see in most forums.
3) Ticket Assignments. Each support agent is assigned tickets, which appear in a seperate queue from unassigned tickets or tickets assigned to others. This little feature greatly speeds along replies and updates to tickets as you don't have to sort through new/old tickets, and tickets that you aren't taking care of.
4) ProAlert Instant Notification System - This is one of most greatest features. ProAlert is a program that runs in your system tray and monitors your help desk (also has support for monitoring multiple help desks). It monitors your help desk for new tickets and replies. Once it detects new activity, it displays an alert similar to that of the "msn messenger" popup, instantly alerting you that there is a new ticket or update waiting in your queue. Not only is this feature very handy, but has statistically shown to improve reply times by over 300%.
Now that I have your attention, I would like to invite you to visit our website for a full feature list, demos, trials, and more information.
Originally posted by PTH Will there be a Live Chat add-on soon? I might consider buying it if it comes with the feature.
Yes, we do have a live chat feature planned for v1.0. However, this will be a seperate component, with options to integrate it into ProSupport.
We do have many more features planned for ProSupport, including native desktop integration (more on that later ) which I believe will set us far apart from the competition, but I can't leak any secrets right now.
The discount will most likely be running indefinately until the big "version 1.0" update.
A refugee special is a possibility, but not for a while, not until at least the end of the summer.
Moving a ticket from department to another is as easy as editing the details from the ticket details page.
If you purchase the unlimited license, there is no limit on how many email handlers you can add to the script, nor are there any limits on anything else. If you purchase the light version, you are restricted to 1 email handler. More information about the restrictions can be seen at http://www.propanelsystems.com/?order
Email piping is done in the same way as most other help desks. Setup forwarding so your emails get sent to the email parsing script, then setup a handler in ProSupport, and watch the emails come in. The only tricky part is getting the emails to go to the script properly with the files paths.
As for your last question, I assume you mean custom fields. This feature is already built in to ProSupport and currently supports text boxes, text areas, password boxes, select lists, check boxes, and radio buttons.
eMax: Thanks. You should have your order details shortly.
Originally posted by lonea when is v1.0 schdule to be released?
I can't promise anything right as we've just started coding for this release. But, it will be a major update, which as it currently stands feature wise, will put us far ahead of the competition. I would imagine it to be released sometime around mid fall, early winter as the whole structure of the software is being recoded to allow for easier integration and modular developments.
Originally posted by tuwebfacil If I buy the owned unlimited, I am able to install in unlimited domains or not?
No, unlimited licenses only mean there are no restrictions to the number or departments, staff, email handlers, etc. Each license is for one domain only.
Originally posted by aingaran If you install the 30 day trial, can you upgrade to the unlimited owned version by simply updating the license? Or would I have to install it from scratch?
Yes, all you have to do is let us know that you are upgrading your license and wish to do so without reinstalling the application. Your new license is generated which is automatically updated, and all you have to is replace one file which will switch you over to the full version.
Originally posted by Gump How much of the source code is open for modification? We would like to implement a new helpdesk system into our billing area.
We'd like users to be logged into to their support account if they are already logged into our billing system.
We'd also like to pre-populate some of the text fields based on their account details supplied by our billing scripts.
Also you said there was some trickyness to the piping. Can you elaborate?
For example, which department does an inbound email default to?
Right now, most of the source code is encoded. But I can provide most of the source. Integration with an existing user base is fairly easy and can be done by only modifing a few lines of code of the existing login system users cookies or sessions.
The only trickyness with email piping are the regular things that all email piping systems have. The only hard part is just setting up a filter to pass the email to the script.
You set your own default department in the departments list, the email will go to that department.
Discounts for multiple licenses are available. Please contact us for a quote.
The big header was kind of bothering me initially because of its size, so I tried to optimize the image file as far as possible. But I do agree that it would be nice to have a way to hide the header. I'll see what I can throw in for the next revision.
Thanks for the kind comments guys. It really helps a new piece of software when it gets good reviews (and gives me an incentive to speed along the development of the next release. )
Originally posted by lonea please let me know when you decide to give a refugee discount, and ill be on it right away
Not trying to trash on anyone or anyone thread but with the price being $99 compared to 2 other ticket systems and their prices I don't see how he (Pheaton) could offer any more of a discount. The price is UNBEATABLE and well worth it. I have 2 licenses and will buy more in the future.