Finally a solution for people that support their products, and their customers

People that support their products or provide service for a living have long asked for a robust, yet simple helpdesk solution to keep track of their customer service, that functions entirely within Act!

To deliver on that demand, we're pleased to announce the introduction of act4support, the first Act! addon-on that becomes part of your database, and is accessible from where ever your team is at.

Act4support is right for you if...

• you have a service department that provides support on a pay-as-you-play, warranty, or contract basis


• You provide remote technical support to your customers


• Your service technicians provide depot or onsite service


• You have one or more technicians supporting your products


• You have a support manager that needs visibility on the progress of all the company's support tickets


• Customers email you support requests and you want to convert those emails into support tickets with a click of the mouse


• You want to capture more billable revenue from your service department, and stop letting billable labour slip through the cracks


• You want to be more accountable to your support customers


 

Act4support is the first helpdesk Act! tool that functions fully within Act! and operates in both a Local Area Network and a Wide Area Network environment. Act4support is designed to help companies better support their customers by providing a global support dashboard, Outlook integration, and tracking support tickets by status, billable/warranty, and by support agent.

Act4support Dashboard provides global view of all support activity	Support Ticket	Create a ticket from an email	Seamless Outlook integration allows you to jump directly to a contact from an email

Act4support features include

• Link tickets directly to Act! Contacts.


• Automatically generate unique sequential numeric ticket numbers from anywhere with Internet access


• Automatically generate a unique LogMeIn rescue session code which can be provided to the customer to begin a remote support session. (Requires LogMeIn Rescue subscription)


• View all tickets for a given Contact or Technician.


• Filter ticket list by status, date, billable, and billed fields.


• Export your current ticket list to Excel with a click of a button.


• Create graphs to illustrate support agent workload


• Easily navigate to the Contact linked with the ticket by clicking the “Go To Contact” button.


• Assign tickets to one or more technicians.


• Easily create a follow-up activity with the customer from within the ticket.


• Create and send Outlook email messages from predefined templates. For example, a ticket summary.


• Using Topline Designer, easily create and manage support contract records. When a ticket is created for a Contact, Act 4 Support will automatically look for active support contracts. If one is found, the user is presented with the option to link the ticket to the contract. As the user updates the total on the ticket, this total is automatically deducted from the support contract’s “Remaining Time” field.


• Control common preferences easily from one place which allows syncing of preferences for both local and remote users. These settings may only be modified by an Administrator.


• Optionally, an Outlook plugin is also provided which provides the following features:
  
  
  • Quickly navigate to the Act! Contact with a click of a button after selecting an email message.
  
  
  • Create a ticket directly from an email message.
  
  
   


• Act4Support includes free license of Topline Designer (a $99 USD value)


 

Add columns to your dashboard	Admin settings	More admin settings	Even more admin settings

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  # of Activations	Software Price	UMS*
  1	$249	$89.95
  2-4	$224.95	$80.95
  5-9	$212.95	$76.95
  10+	$199.95	$71.95

   
  
  
  • All Pricing listed is in USD
  
  
  • UMS is “Upgrades, Maintenance, and Support” (120 minutes of support per term)
  
  
  • Quantity Discounts available
  
  
  • 20% Discounts available if Topline Designer not required with purchase (must be current version).
  
  
  • Includes 1-month Upgrade-Maintenance-Support (UMS) with purchase.
  
  
  • Discounted UMS available within 30-days of purchase.
  
  
  • Compatible with Act! v16 or higher (sold separately)