When enabled flood control safeguards your system from being flooded with tickets from the same user or same ticket. Flood control is a preventative measure against ticket flooding or inbox flooding through email parsing.
The following are conditions under in which tickets are removed:
1) ... 0.00
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Piping is a method of getting emails from your mail server into our products. Unlike the POP account functionality, where the product will periodically check your mail server for new emails, the PIPE functionality will cause your server to forward the emails as soon at it receives them. To... 0.00
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First, ensure that your web server meets all the necessary requirements to run SupportTrio.
Once this is done, you will need:
FTP access to your live web directory
Your MySQL host name, database name, username, and password
Your SupportTrio serial number
Once you have downloaded the... 0.00
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You may find that your support staff is dealing with many of the same questions and problems over and over. SupportTrio's Instant Response feature automatically shows users related knowledge base articles and TroubleShooters before submitting the ticket.Your visitor is presented with a list of the... 0.00
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SupportTrio comes equipped with an advanced spam filtering system which can be enabled with a single click. To fine-tune your spam filtering settings, follow the "Settings" link which you will find in parentheses beside the "Enable Spam Filtering" option.SupportTrio uses its mojo to determine the... 0.00
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"Require registration before users can submit tickets"
SupportTrio allows you the option of requiring users to register for an account in your support center before allowing them to submit tickets. This enables you to ensure that you've collected the additional information that may assist... 0.00
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Typos and misspellings frequently mar your business communications. SupportTrio's spellchecking facility uses the ASpell PHP library to enable more accurate and professional interaction through your helpdesk.To find out if your server's PHP installation is equipped with ASpell capability, or to... 0.00
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In order to send e-mail notifications, SupportTrio will have to know what methods of sending e-mail your server supports. The default method, PHP's mail() function, uses the default Mail Transfer Agent that your server administrator has set up. However, some servers do not support this function. In... 0.00
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In addition to the default Not Viewed, Viewed, Responded, Closed, Resolved, and Re-Opened statuses, SupportTrio also allows you to specify an unlimited number of custom statuses by which your support tickets may be categorized. Statuses you add will be added to the Change Status dropdown on all... 0.00
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Many helpdesk administrators find it useful to collect extra information from their users at the time of registration. SupportTrio allows you to set up an unlimited number of custom registration fields which will be automatically added to your registration form.These fields can be plain text... 0.00
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Organizing your helpdesk into departments can greatly improve the efficiency of your support operations. If you have a Lite license of SupportTrio, you may have up to 5 departments. With a Full license, you may set up an unlimited number of departments. Departments can be added by clicking the Add... 0.00
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SupportTrio's powerful e-mail parsing capabilities extend the organizational strengths of this full-featured helpdesk system to include your e-mail based communications as well.Under Settings->Email Parser, you can enter access information for as many individual POP e-mail accounts as you would... 0.00
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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... 0.00
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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... 0.00
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SupportTrio allows you to easily modify the options listed on the main public area, shown below, through the admin interface under Settings->Template Options. Additionally, you can add custom options if you would like to link to any other pages.The default options are Register/Login, Submit Ticket,... 0.00
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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... 0.00
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If, for any reason, you are thinking about switching to a different server, please do the following: - Download current release from your old server- Upload that release to your new server - Create a backup dump of your existing database - Create a database if you don't have it already and restore... 0.00
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Every PHP configuration has settings for sendmail, which is used in internal mail() function. However, if your server admin disabled the mail() function, 1-2-All can still use PHP's settings to find a path to the sendmail application and call it directly to attempt to send an email. Basically, it... 0.00
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In order to integrate SupportTrio and TrioLive, both products must be installed into the same database. Once SupportTrio and TrioLive are installed in the same database, the integration will occur automatically, and no further action on your part will be necessary. Instructions for integrating... 0.00
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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,... 0.00
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