Web Based Customer Support, available Online or as intranet. Built on J2EE-JAVA runs on all systems that support Open Source. The Customer Support module include the following functionalities: Contact Management, KnowledgeBase, Customer Self-Service Portal, Case Tracking, Case Assignment, Support Team Control, Interaction History, email notification of cases, Notes and Attachments

EB Suite provides a Customer Service Help Desk module that help you track and service your Customers, manage Service Requests and Cases, publish Solutions and Knowledges. You can also setup a Customer Self-Service portal so that your customers can browse your knowledge base, raise requests, and participate in froums.

Customer and Contact management
At the heart of any good Customer Support and Help Desk software, is a strong customer contact repository. Our solution not only let you manage the customer contact entities, but also their relationships with you, and among themselves. You can see a '360-degree view' of your customer's contacts, including all the requests, the interaction histories, notes and attachements, recorded from the current or other application modules. Each customer has their own 'BBS-styled' forum, so that your team members can exchange and collaborate on ideas, company researches, documents, etc.

Features/Benefits include:
Service Requests - Your support agent can capture customer requests through phone calls and emails, and enter them as Cases. The Customer Self-Service Portal, provides 24x7 customer access. They can directly create their Cases.

Cases - Cases can be assigned by a 'central dispatcher' or our 'rules system' cases are directed to a technician assigned to a customer account or product, or category of expertise. Schedule appointments, assign tasks, create meetings related to cases. You can also attach Solutions or Knowledges. Track progresses and resolutions via email.

Knowledges and Solutions - You can publish knowledges and solutions either internally, or externally so that your customers can search for them in the Self-Service Portal. Organize and index your knowledges by product category and keywords, and attach them to issues and cases.

Automatic Email Notification - Increase speed and simplify communication between customers and support staff. Cases are automatically routed to pre-defined service representatives to facilitate optimial response.

Time Case Tracking - Track and report time spent on individual support cases.

LDAP Directory - Connect directly to an LDAP directory server. Provides synchornized support to server.

Automatic Notification - Notification of case reassignment of update to a case bya a customer or dispatcher or technician.

Case Tracking URL - Send a customer a secure URL, so they can track the status and/or update a case request.

Customer Satisfaction Survey - Automatically survey a customer to determine the level of support satisfaction. Survey is generated as the case is closed.

Contact Management - The best contact manager available, including: Appointment Calendar, Task List, Team Collaboration, Customer/Contact Interaction History, Document Library, easy Outlook and ACT data import, HTML Email Templates, Mobile Access Notification, Attachments & Notes History.

Calendar - Schedule appointments with Clients and Contacts. Organize internal meetings with email invitations. Setup and reserve your company resources like Projectors and Conference Rooms. All events are both recorded on your employees Calendar, and the related entities History list.