A lot of news - Free Version available and more!
We're excited and you will be too about the release of Escon Help Desk and Customer Support solutions 2.5.1 (applies to SupportPortal and LiveHelp):
- Windows liveAlert client
- LiveAlert is a desktop application for Microsoft Windows, which resides in your system tray and connects to your support server. LiveAlert will notify staff users as new tickets and ticket replies. Whenever a new ticket is submitted, or a client has made a reply to an existing ticket, an alert is issued. The alert comes in the form of a small pop-up screen displayed on the Windows desktop. A sound file can also be chosen to play when an alert is received for audible notification. Also, whenever a new Live Chat request from your customer through your web site is sent to a server, an alert is issued and sound file plays.
- LDAP/Active Directory user management integration
- If you are using LDAP (Lightweight Directory Access Protocol) in your networking environment for accessing directory service and locating your organizations and users, now you can integrate your LDAP database into a User management. There is no need to manually replicate user's attributes: email address, passwords and groups. The LDAP integration functionality uses directory service data (Microsoft's Active Directory, Novell's NetWare Directory, etc.) and automatically replicates all changes into a customer database.
- Install on shared servers without root permissions
- Since most of our users doesn't have ability to change PHP.INI file and to set short_open_tag to 'On', we've developed a deployment version without tag setting. One obvious advantage to this is if your web host restricts you to a set host's configuration files, you can still install the application on shared web servers.
- Empowered Search - Ranking functionality
- Although search engine is very fast in search response time, their effectiveness in finding useful and relevant documents at the top of the search hit list needs to be improved. We've built an advanced algorithm, which fetch all available databases (e.g. Knowledge Base, Downloads, News, and Users) and retrieve pages with keyword results ranking. Additionally we now support for search strings less then 4 characters in length.
- IMAP support
- For users that prefer to use IMAP protocol as a method of accessing electronic mail that are kept on a mail server, the IMAP support has been added.
- Integrating Knowledge Base with Dictionary
- The site administrators can organize dictionary with the most used terms. Every of defined terms is linked with the knowledge base articles and appears underlined in text, so a user can see tooltip with the term described in dictionary.
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