Customer Support : Helpdesk Software : eSupport

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eSupport
A feature packed helpdesk that not only helps you to serve your customers better but also puts your customers back in control and help themselves.
Web Site:	http://www.kayako.com/
Price:	$99.95
Requirements:	MySQL, PHP, Zend Optimizer
Platforms:	Unix, Linux, FreeBSD, Solaris, Windows
Hits:	1693
Rating:	0/5 (0 votes)
Reviews:	1
Last Updated:	2004-02-06
Details:	eSupport seamlessly integrates all tickets created via email with the web interface. Your clients can create tickets via email and check the status on the web. No longer do they need to go through cumbersome registration processes to ask a question, they just submit their problem. The software is easily customized via templates and supports multiple languages.

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Good Stuff - 2004-11-08

Reviewed by: Scott Schmitz - RealOrganized, Inc.

I have been using eSupport for about a year now and like it quite a bit. It is pretty fully featured. One of the things I like the most is the ability for people to send e-mail to support@domain.com and have the e-mail sucked directly into e-support. The customer gets an automated response with a list of keyword related answers from the knowledgebase. Furthe, the client can respond to the e-mails and they automatically go into the same job in eSupport. I have seen other products that do part of this, but none that do all of it in such a complete way.

Another thing that I really liked was the ability to send a torubleticket using eSupport web interface without having to create an "account" For our needs, we needed eSupport for pre-sales support as well as technical support and forcing our users to create an account woul dbe too much.

I do have one complaint however. The software was difficult to install due to piping. Technical support from eSupport is rater slow, whcih can be frustrating. What they should really do is create some kind of troubleshooter or better installer, as when the software fails you really have little indicatio as to where or how to fix.

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