KnowledgeBase

SupportTrio allows you to block tickets from being submitted by individual e-mail addresses, by entire domain names, or by IP addresses.Individual e-mail addresses can be easily blocked from any ticket page by selecting "Block E-mail" from the Options list and clicking submit.. You can manage your...
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An admin user in SupportTrio is anyone who has access to the administrative side of the software, where tickets are answered. While there is no limit to the number of public users who may post support requests, your SupportTrio license may limit the number of admin users you are allowed.A lite...
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Non-admin, or public, users can only access the public area of your support center. This includes the knowledge base, troubleshooters, the option to submit and view their own tickets, and any other options you may allows them access to.You can add new public users as well as view and edit the...
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A satellite desk is a separate public face for your support center. When you create a new satellite desk, SupportTrio makes a complete copy of its public template files into a new directory. This allows you to provide multiple customized helpdesk interfaces for seperate areas of your site. Each...
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SupportTrio provides a variety of statistics and reports, which are accessible from the Reports menu. All of the report sections can be narrowed to a specific date or a date range by entering these values into the sidebar.The General Reports provide information about your helpdesk as a whole,...
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SupportTrio's standard File Library module allows you to make files available for download. You can organize your files into any number of categories and subcategories. When setting up satellite desks, you may limit the desk's file library to include only those categories which are appropriate.You...
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A non-admin user account exists for regular contributors to your SupportTrio system. For example, if you worked in a software firm, your Q/A testers might be non-admin users, since they regularly issue trouble tickets, while your developers might be admin users, since they resolve them. The...
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Admins can log into /supporttrio/admin/mobile using their cell phones in order to view and respond to tickets from anywhere.
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Only one SupportTrio installation can be installed in one database. Also, for licensing issues, only one copy of SupportTrio in your filesystem can use only one database. Public side of SupportTrio can be accessed using any URL, but the admin section is limited to the location where it is...
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Simply put, Sender Policy Framework (“SPF”) records allow you to determine which computers can send email on behalf of your domain. Adding a SPF record to your domain name's TXT entry, while not required, can help improve email delivery rates by reducing the chance that the emails you...
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For common problems that are easily understood and solved, SupportTrio allows you to create Troubleshooters which walk your clients through a custom decision-tree in order to arrive at an appropriate solution. In this way your users can bypass the need to directly interact with your support team,...
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Split Ticket is a feature that allows you to take a ticket and split it into two after any post within that ticket. This is a useful feature when you consider that your end user may be using a previous ticket email confirmation to add posts until the ticket becomes an enormous to the point where...
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