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"Add a Help Desk Software Solution To Your Web Site and Take Customer Support & Communications to a New Level"

ActivDesk is an online Help Desk Software solution to enable you to stream line customer support requests and communications. It will keep track of all customer requests and provide you with a means to effectively communicate with customers even if multiple people (your support staff) are helping customers. You or your support staff will always know exactly what the exact status is of any communications requested by customers even if you or your organization are dealing with tens, hundreds or thousands of customers at a time. This high degree of organization ensures that communications are done effectively resulting in large time-savings which has the potential to improve production dramatically.

It is a fact that in this modern age effective customer communications are vital to the success of any organization. Effectively communicating with your customer will improve sales, productivity, help you build a better company and create 'good will' towards your customers which can be thought of a secret ingredient for any successful business - especially if your organization is online based.

 

ActivDesk Main Features:

Keeps You Updated on Events - You or your support staff will always know the exact status of any customer communications and any history related to requests from your customers. ActivDesk will track all communications and keep you or the support staff members updated with any communications taking place.

Eliminate Spam - ActivDesk will eliminate Email spam when dealing with customer communications. Never again will you have to deal with email related spam or email spam filters flagging real email as spam resulting in large communication delays.

Extremely Customizable - The end-user interface ActivDesk provides is 100% customizable. This means that you can customize and 'Brand' the Control Panels that your customers/visitors will use to fit the look and feel of your Web Site. The customization options allows you to literally implement any layout or design.

Group Support - ActivDesk has been designed with group support in mind. This means that multiple people can provide support and communications to customers and be up to date even if multiple support staff members helped the same customer previously.

Knowledge Base Functionality - ActivDesk also comes with Knowledge Base functionality where the contents of resolutions to support tickets can be copied directly into the Knowledge Base. The knowledge base can also be browsed and searched by your customers and can be invaluable in providing solutions to existing customers.

See the Demo's and explanations of more features below.

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ActivDesk Interactive Demo:

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Demo Instructions:

Step 1: Register an account by clicking here.

Step 2: After registering you will get the option to log into the customer control panel.

Step 3: Open a new support ticket.

Step 4: Log into the main Control Panel here: 
(User: demo / Password: demo) Note that you will be logged in as a staff member.

Step 5: Click on the 'Support Tickets' tab.

Step 6: Click on the 'Open Tickets' link in the category where you posted the support ticket in step 3.

Step 7: You will see your support ticket that you posted in step 3. You can identify it by the subject you typed for your support ticket in step 3. Click on the subject of the support ticket you opened to view it.

Step 8: Post a reply to your support ticket. The reply will be posted as a staff member.

End notes: You may also log into the customer control panel to post further replies on the ticket you opened.

How Does it Work?
An Explanation in a Nutshell

Your customers create support accounts. It will take them less than 2 minutes. This can also be a one step process where they post their support request/ticket and an account will be automatically created for them.

Customers can open a ticket in a specified support category that has been previously defined by you. They can also assign a priority to their ticket. Each ticket opened also receives a unique ticket number so that the request can be tracked with a unique number.

After a customer has posted a support ticket you and/or your support staff are notified by email. (Notification is optional for any support staff member) You or your support staff can then post replies to this support ticket. After the support staff replied, the customer is informed by mail and he/she can click directly from his/her email message to view the answer to his/her support ticket. Your customer can also log into his/her support account to view the status of his/her support request at any time. Previous support requests (history) are also available to the customer and the support staff.

ActivDesk completely cuts out email support that in turn cuts out the possibility of dealing with spam that is sent to an email address. In today's spam invested Internet an email address is never safe from spam. With ActivDesk your customers do not see your email address and you can provide support without using an email address. A message sent from a customer will never be lost and will always be available in ActivDesk for your attention or the attention of your support staff.

Completed support requests can be copied to a fully functional knowledge base where answers can be categorized and searched by your customers or support staff. You or your support staff can also search through support tickets to obtain answers that may have been answered previously. See the feature list below for more.


Online ActivDesk Demo's

Click on a screen shot below:

Log in as a customer
User: demo / Pass: demo

Log in as a support staff member
User: demo / Pass: demo


ActivDesk Features:

Listed below is an overview of the features of ActivDesk The online Demo's may give you a good feel of what ActivDesk has to offer you. ActivDesk also comes with extensive documentation that explains all features and options in detail and in simple to understand terms.
 

Support Staff / Administrator Features

  • User friendly Control Panel Interface - Designed to be clear, self explanatory and easy to use.
  • Multiple Definable Categories - Customers requesting support may choose a category when posting a support ticket.
  • Access Levels - You may assign access levels to staff members. Access levels can be set for access to specified parts of the control panel.
  • Unlimited Users (Staff Members) - Supports an unlimited number of staff members. (There are no limits.
  • Unlimited Customer Accounts - Supports an unlimited number of customer accounts. (Customers requesting support)
  • Easy Support History / Tracking - Support staff members may easily log into a customer's account to view support history of previous tickets or support requests.
  • Ticket Limiting - The number of support tickets customers may open are configurable.
  • Email Notification/Subscription - Staff members can subscribe to categories to receive an email message of anything posted in the categories of their choice. This also helps the lead technician or manager to effectively track exactly what is taking place when staff members are providing support to customers.
  • Customizable Autoresponders - Categories may have configurable autoresponders that is sent to customers requesting support. (You may have different autoresponder emails sent depending on the category where the ticket has been opened.)
  • Extra Fields for User Accounts - You may define extra fields to capture extra information from customers when they create a support account.
  • Powerful Search Functions - All support tickets can be searched. The search also contains advanced search functionality.
  • Ticket Priority - All support tickets indicates the priority and the age of the ticket. Tickets are sorted from oldest to latest so that the older tickets will always receive priority. ActivDesk will always indicate when there is action required from support staff members by placing tickets in the 'Open Ticket Que'.
  • Powerful Support Category Management Functions - The Administrator or 'Super User' can create/edit/delete any support categories.
  • Comprehensive Knowledge Base Functionality - Comes with Knowledge Base functionality with many comprehensive features. See the knowledge base features below.
  • User Account Admin Functions - Comes with a 'User manager' where customer accounts can be searched/deleted or viewed.
  • End User Displays Extremely Customizable - Comes with a comprehensive template system to customize the templates/skins of the customer control panel and knowledge base.

Many other comprehensive features.
See the Demo's below for more.

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Customer (person requesting support from you) Control Panel Features

  • Comprehensive Customer Control Panels - The Control Panel makes it easy for your customers to post support tickets. Customers can also view the history of any support tickets they have posted in the past.
  • Extremely Customizable - The customer control panel can be completely customized via templates/skins. You may add your own logo, graphics and/or use your own layout.
  • Language Friendly - You can offer the customer control panel to customers in any language of your choice. All text/html displayed to customers can be customized.
  • Customizable Autoresponse Emails - Customers are kept informed via autoresponder emails (configurable) to their support requests each step of the way. Customers also receive email when a support staff member posts a reply to their support request. The email contains a link that will log the customer directly into his control panel to view the reply to their request.
  • Quick and easy customer sign-up - It will take your customers less than 2 minutes to open a support account
  • Easy password retrieval.

Many other comprehensive features.
See the Demo's for more.

 

Knowledge Base Features

  • Knowledge Base Integration with Support Tickets - Support tickets can be copied to the knowledge base. The entries copied to the knowledge base may be edited before it is inserted into the knowledge base. 
  • Knowledge Base Categories - Supports multiple categories so that knowledge base entries can be categorized.
  • Powerful Search Functions - All entries can be searched. Also comes with advanced search options. Specified categories can also be searched. 
  • Extremely Customizable - The knowledge base works with templates/skins and all texts/html displayed to end-users can be customized. 
  • Language Friendly - You can create a knowledge base in any language. 
  • Powerful Management Functions - Easily edit/add/delete knowledge base categories. 
  • Knowledge Base Comments - Knowledge base entries may receive comments from visitors browsing the knowledge base. The comments can be approved by staff members before it will be included with knowledge base entries. 

Many other comprehensive
Knowledge Base features.

 


Web Hosting Requirements

  • Unix/Linux based web host
  • Standard cgi-bin access
  • Ftp access
  • MYSQL database.

ActivDesk Licensing Policy

  • A single license enables you to use this program for one domain. You will need a license for each domain you use the software on. You can install as many instances of the software on one domain as required, but multiple domains will require multiple licenses.  
  • Selling the code for this program without prior written consent from FocalMedia.Net is expressly forbidden. You may not redistribute this program in any shape or form.  
  • The source code may be edited for your own use but no part of the ActivDesk source code may be redistributed or resold.


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Purchase/Register ActivDesk:

If you have downloaded and installed the shareware version and you purchase ActivDesk then you may upgrade your existing installed shareware version to the commercial version. The upgrade to the commercial version should take you about 2 minutes and is a simple process. You can upgrade your current installation so that all your settings, templates, etc. stays in tact. No re-installation is required.
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Now Only $99
Was $199
  
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Act Now! Offer expires 31 May 2008


Purchase ActivDesk With Installation:

Choose this option to purchase ActivDesk and have it installed for you by us. You will be contacted by us shortly after your order for the installation details to do your installation.

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Now Only $124
Was $224

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Act Now! Offer expires 31 May 2008

 

Purchasing ActivDesk Includes:

  • You receive the complete ActivDesk Help Desk Software Package electronically.
  • Free support for the life-time of the current version. Our support team is geared to provide you with solutions and to ensure that you are satisfied with our product.  
  • You will receive free upgrades, updates, patches and add-on's for the lifetime of the current version. Upgrades is a very simple process and should take you less than 5 minutes.  
  • Special attention and priority email support will be given to new users of ActivDesk.   
  • There are no yearly renewal fees. You purchase ActivDesk once off and can use it for as long as you want. With major upgrades (usually once a year or once every two years there may be major updates or version jumps that will require a nominal fee. These upgrades will contain dozens of extras. You can keep on using your existing version of ActivDesk if you decide not to upgrade.

 

Pre-Sales Questions - Have a Question?

Please contact us for any questions you may have about ActivDesk. We will do our best to answer them as quickly as possible.

 

Download ActivDesk

Click here to download the test-drive version of ActivDesk.

 

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