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| Elementool Support Manager | ||
| What is the Elementool Support Manager: | ||
| The Elementool Support Manager helps you track, save and manage your customers' support calls directly from your web site. The Elementool Support Manager saves all the support calls in your Elementool account database so nothing gets lost or forgotten. The Elementool Support Manager integrates the support call database with the bug database, allowing a fast and easy way of fixing the bugs reported by your customers. Through the Elementool Support Manager, you can track your customers' support calls, reply to them directly from your Elementool account, track and save the replies sent to your customers via the Elementool Support Manager, generate different reports and much more. The Elementool Support Manager can be used for different purposes. It can be used for providing feedback and support, for beta programs and for any other interaction you may have with your customers. | ||
| How to use the Elementool Support Manager: | ||
| To activate your Elementool Support Manager , you should follow the following simple steps: | ||
| 1. Create an HTML code for your support form. | ||
| 2. Place the Support Form HTML code on your web site so that your customers can use it. | ||
| 3. Define your support group members in your Elementool account (Only Admin and Support group members are allowed to use the Elementool Support Manager.) | ||
| Creating an HTML code for your Support Form and placing it on your web site: | ||
| To allow your customers to submit support calls from your web site directly to your Elementool account, you should place a Support Form on your web site. This form is built into the Elementool Support Manager using the Edit Support Form tool. After the HTML code is created, it should be copied and placed on an HTML page on your web site (for example, you can integrate it with the Contact Us page on your web site). To create a Support Form follow these steps: | ||
| 1. Open the Edit Support Form page on your Elementool account. This page is available only to Admin group members. | ||
| 2. Edit the Support Form template: Select the fields you wish to display on your Support Form. You can change the name of the fields using the Edit Issue Form. The fields with a value list take their values from your Elementool account. To change their values, use the 'Edit Issue Form' tool. | ||
| 3. Enter confirm page URL: a confirm page that will be displayed after a customer has submitted a support call to you web site (for example, a page that displays a message 'Thank you for your feedback, one of our representatives will contact you soon.') | ||
| 4. Edit auto reply message. The auto reply is automatically sent to the customer after she has submitted a support call to your web site. You can select one of the three following options: | ||
| 4.1. Disable auto reply: No message will be sent to your customer after a support call has been submitted to your web site. | ||
| 4.2. Use default auto reply message: A default auto reply message will be sent to your customer. This message is a Elementool default message. | ||
| 4.3. Use customized auto reply message: Type your own auto reply message in the empty field. This message will be sent to your customers automatically every time they submit a support call to your web site. | ||
| 5. Your Support e-mail address: This is the e-mail address that will be listed on each support reply you send to your customers (both automatic and manual) using the Elementool Support Manager. Meaning, when the customer gets your reply message, the header of the message will display this e-mail address as the source of the reply message. If your customer replies to your message, his reply will be sent to this e-mail address. | ||
| 6. Copy the HTML code: After you populate and edit all the above-mentioned fields, click on the Update button. A new page will be displayed. On this page you will be able to preview your Support Form and the HTML code to copy to your web page. Copy the entire HTML code printed in the text box (use the 'Highlight All' button to select the code) and paste it on your web site. It is important to paste this code as is without altering any part of it. | ||
| Defining Support group members: | ||
| Admin and Support group members are the only ones who can use the Elementool Support Manager. A Support group member can open and edit support calls and is allowed to send replies to the customers using the Elementool Support Manager. To define Support group members, login as Admin, open the Edit user profiles page and add new members. When adding the new members, define their group name as Support. It is important to type in the Support members' e-mail addresses because an e-mail message is sent to the Support group members whenever a new support call is submitted to your Elementool account. | ||
