The SupportPRO Support System is an integrated system for managing the
customer inquiries, answers and communications resulting from such queries
and related problems with the help of an array of tools and facilities
clustered around the ticket management system like the knowledge base
system, reminder system, mailing and messaging system to mention a few.
The potential users of the system are users (customers), staffs (technicians),
and administrators.
Users/Customers communicate with the system to get their problems and
questions solved. They usually look up in the relevant FAQ section to see
whether a similar problem (and solution) is listed there already. If the user
is not able to find a matching one, s/he posts a ticket with the necessary
details. The staffs (technicians) respond to the tickets with a predefined
reply or a newly created one, according to the situation. The main
functionality of the system is this to and fro communication between the
user and staff. In the case a staff is unable to resolve a problem s/he can
escalate the problem to the administrator.