What Do I Want To Buy?

[jgm]

Hi,
I'm interested in purhasing a product that will handle a knowledgebase as well as support tickets but I'm pretty confused as to if I can purchase eSupport or need the whole SupportSuite. I can't find a feature comparison and so although I can see some of the additional features that are in SupportSuite (and that I don't need) I can't work out the exact feature list of eSupport. Added to that it sounds as if eSupport is an 'older' product and not being actively developed, but again that's just what I've picked up from the website and not stated anywhere (that I can find).

So, if I want a knowledgebase/trouble ticket system do I buy eSupport?

Cheers,
Jim.

[Digital Mayhem]

SupportSuite is exactly the same as eSupport only different is SupportSuite comes with the LiveResponse livechat application as eSupport doesn't...

[jgm]

Great; eSupport it is. Thanks for the quick response.

Cheers,
Jim.

[Digital Mayhem]

I also resell eSupport and offer Free Installation if interested.

[joshbaird]

Ok, so the ONLY difference is the LiveResponse? This means that you are paying $200 for the LiveChat function?

[Digital Mayhem]

Yes

SupportSuite = $499.95
eSupport = $299.95
LiveResponse = $199.95

[ALS]

I'm interested in eSupport...

[Digital Mayhem]

ALS I responded to your 2 PMs..

[ALS]

Ok thanx I replied back..

[myrebates411]

Originally Posted by XeSolutions

I also resell eSupport and offer Free Installation if interested.

We own a manufacturers rebate company we get a great deal of email. The difficulty is tracking the chain to be able to identify the user and have an audit trail of the emails to refer back to conversations. One big problem is that the mail can originate from different email accounts. It can also be sent by a wife for her husband, a father for his son etc.; however these emails still need to be linked to the same conversational thread. Our customer service department need to be able to view the entire chain to make proper responses. eSupport seems to be a very comprehensisve program but i cant seem to get my arms around it to undrstand if it will be usefull or not...or would i be better off having a custom program written. I am fairly computer savvy but i can't seem to locate a simple explanation of how this products functions in daily everday use. Can anyone help? I even had my computer staff in India look at it and they are having a difficult time as well. I am really surprises because it seems that a company selling a help program cant seem to provide enough of the right information to help itself. If i am missing something i hope someone can point it out.
thanks,
Bob