FX-OAS: Online Assisted Support

FX-OAS is our basic web based customer support system. The FX-OAS system is an ASP based system that uses SQL server (or other ODBC data sources) to track customer support issues, and allows multiple "agents" to provide support on open tickets using a threaded history system.

The Process

  1. User has a support issue and goes to the FX-OAS support page.
  2. User enters their name and email address, picks a support issue category (as defined by you when you setup the system), enters a subject line and then a full description of their support issue. [Sample]
  3. The system replies letting them know their Ticket number, and also emails them providing them with a web link to track their ticket progress. The email also lets them know that they will get a follow up email when a support agent replies to their support issue.
  4. Your support agents can see open support tickets in real time via the FX-OAS Admin web pages [Sample]. You can have the agents see all open tickets (those needing a response) for all issue categories, or they can view only tickets withing their issue specialty [Sample].
  5. Support Agent clicks on an open ticket, gets all the information provided by the User, and also see's any additional correspondence between the User and any other support agents. [Sample]
  6. Support Agent replies as required, including the ability to close the ticket. Once a reply is entered, the User automatically gets an email letting them know there has been activity on their ticket, and provides them a link to view the current status (including all history on the ticket). [Sample]