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Overview and BenefitsWhether you are a helpdesk technician or a helpdesk manager, you often need an alerting solution that will send you alert messages (via email, pager, fax or web browser) for events that happen in your helpdesk / customer support group. Here are a few examples of such events:
FrontSupport Alerts & Notifications solution uses a third party solution called KnowledgeSync to provide you such automated alert messages. By receiving such automated alert messages, you can take timely actions to resolve issues and keep the customers informed. This helps in streamlining the whole process of handling a helpdesk issue right from the time an issue is opened to the time it is closed.
How it works
FrontSupport uses MS Access as the backend database to store all your helpdesk / customer support data and KnowledgeSync monitors this MS Access database for specific conditions based on rules. When such conditions occur, an event is triggered to send alerts, to generate and deliver needed reports, and to execute any other site-specific response actions.
Frequently Asked Questions
What is KnowledgeSync? KnowledgeSync is an alert messaging product by Vineyardsoft Corporation. Using KnowledgeSync and FrontSupport, you can configure your site to receive alert messages (via email, pager or fax) for events that happen in your helpdesk / customer support group. For more information on KnowledgeSync, please visit http://www.vineyardsoft.com.
How does KnowledgeSync work with FrontSupport?
How will it be useful for our company? Every time an issue is opened or closed, notifications (by email, pager, fax etc.) can be sent to appropriate people. Whenever there is an overdue issue, you can send alerts to people by email. Moreover, all of these processes are automated and hence you can save lot of time instead of doing it manually.
Can I get alerts & notifications to my fax or pager? Yes, you can get alerts & notifications to your fax or pager directly.
What predefined events/alerts does FrontSupport Alerts EventPak have?
How much does FrontSupport EventPak cost? It's free. Click here to see step-by-step details on how to download and install the FrontSupport EventPak. However, you will need to buy the KnowledgeSync software.
Is there a trial version of KnowledgeSync that I can download and try before I buy it? Yes, you can certainly download the trial version of KnowledgeSync from http://www.vineyardsoft.com. In fact, we recommend you to download the trial version of KnowledgeSync, install it along with the FrontSupport EventPak and try it for some time before you buy it.
Where and how can I buy KnowledgeSync? You can buy KnowledgeSync directly from Vineyardsoft Corporation: Contact: Don Farber
How do I setup the FrontSupport Alerts and Notifications Solution? Click here to see the detailed step-by-step instructions.
If you have any further questions, email us at support@frontzone.com. KnowledgeSync is a registered trademark of Vineyardsoft Corporation. |
