Advanced Workflow
Send tickets to staff with appropriate skill levels and prioritize email based on critical decision criteria. Intuitive assigning, forwarding, commenting and other work related features.

Categorization
Organize stored text used to provide frequently used responses to questions and better segment to identify usage through reporting.

Canned Responses
Access stored frequently used pre-defined responses, improving productivity and decreasing email response times.

Email Format
View and respond to plain text and HTML-based emails.

Email Search
Find a completed email in order to check a status, add a note, or forward to another staff.

SLA
Implement service level agreements.

Notes
Each Staff member can write separate notes about the subject and attach the notes along with related documents to the email.

Issue tracking
To gain insight and context of the email, view the email history and related workflow processes.

Search (Knowledgebase)
Automatically or manually search Knowledgebase to obtain solutions to customer inquires. Staff can search across one or multiple knowledge bases then reply to the customer either in text or using hyperlinks, delivering the most accurate and up-to-date information.

Ticketing Reports
Generate powerful reports to get critical insights.

Content Authoring
Efficiently create, edit, and delete articles using a powerful relational database structure. Articles can be created online using WYSIWYG HTML Editor, allowing authors to spell-check content, insert images, and link to other articles. Images and Documents may be attached to an article.

Content Management
Staff can create, edit and publish articles. The article approval workflow is maintained through the application administration. Content can be scheduled to be public or private.

Self Service
Customers and employees can access the knowledge base via the online support portal.

Smart Search
Perform keyword searches using the auto-complete feature. The natural language search allows users to ask Natural Language questions and view the articles returned, based on the original query.

Category Classification
Create categories and subcategories to organize articles

User Feedback
Users can rate and comment on articles. The feedback process helps to improve the knowledgebase content.

Bulk Import/Export
Using the bulk import module, easily import mass amounts of legacy data directly into SupportMagic Knowledgebase. Use bulk export module to save the data in a CSV format.

KB Reports
Gauge the application success with powerful reports, gaining greater insight into beneficial content and what information is needed.

Real-time
Enable Real-time instant chat with your website visitors. Interact with your visitors to provide higher level of customer support, up-sell products, assist in purchase decisions.

Multiple Requests
Provide support with multiple support chat requests at the same time.

Staff Chat
Maximize productivity and efficiency with staff-to-staff chats, a powerful tool that allows free flow of communication in real-time between your staff.

Save & Search Transcripts
Chat conversation history is saved automatically as transcripts that are search-able.

Visitor Details
Capture visitor's IP, time, browser information, monitor information, pages they have visited, and other crucial data.

Canned Responses
Access stored frequently used pre-defined responses, improving productivity and decreasing response times.

Session Accept
Staff can receive preview information about the customer before accepting the chat. The system collects all the data from the site navigation, questionnaires, and accessible 3rd party data sources.

Chat Transfer
Transfer interactions to another agent for sales expertise or service escalation.

Customizable Interface
Without technical assistance, administrators can quickly and easily modify the end-customer's chat client interface that also works with all browser types. Customize options such as the color schemes, layout, and LOGO.

Chat Reports
Generate powerful reports to get critical insights.

Category Classification
Create categories and subcategories to organize steps.

Troubleshooting Management
Staff can create, edit and delete categories displaying a powerful tree structure.

Troubleshooting Steps
Staff can create step-by-step questions and answers to form a tree structure in respect to the particular category.

Problem Feedback
Users can use the problem feedback to show whether their problem has resolved or not.

Troubleshooter Reports
Generate easy-to-understand reports that provide insights into the troubleshooter effectiveness.