CRMdesk is a highly efficient cutting edge technology solution that will dramatically improve quality and reduce costs of Internet-based customer support. It combines powerful features with an elegant user interface, allowing seamless integration with customer's website. CRMdesk consists from two Web-based applications: Customer Desk and Support Desk.

Customer Desk

Customer Desk is a Web-based application specially designed and developed for customers. It combines powerful features with an elegant user interface, allowing seamless integration with customer website.

Site includes knowledge base of frequently asked questions. Customers may search this knowledge base to find answer to their questions or solutions to their problem. If there is no suitable answer, the customer may submit a question or request. All customer requests are grouped and organized to allow easy review and dialog with support staff.

Customer Desk has the following basic features:

Features	Standard Edition	Professional Edition
Summary Description	Entry level solution for small businesses.	A complete, turnkey solution for complex businesses.
Highly customizable: Ability to change Customer Desk appearance.
Integration with your website: Application is specially designed and developed to allow fast and complete integration with existing customer's website.
Multilingual user interface: English, Spanish, French, Swedish, Dutch, Traditional and Simplified Chinese and Japanese user interfaces. More languages will be available soon.
Requests Submission: Customers are able to ask, review or update questions to the support staff.
Automatic email notifications: The system automatically generates email notifications when issues are resolved or updated by the support staff.
Frequently Asked Questions: Searchable Knowledge base of frequently asked questions helps to find answers to related problems or questions.
SSL security option: Secure customer communication through the Customer Desk site using 128-bit encryption.
FAQ access restriction: Access to certain FAQ topics may be restricted for each customer individually.
E-mail Interface: Allows customers to submit requests via email. Attachments will be linked to the request.

Various customer registration control options are available:

Option	Standard Edition	Professional Edition
Self registering: To submit requests customers need to register for the first time to create a separate password-protected account.
Simplified: Seamless registration while submitting requests with e-mail and name only.
Restricted: Customers are created and provided with login info by support staff only.
Custom Registration Integration: Ability to customize registration to allow possible integration with customer's own registration form.
Mixed mode: Combines self registering with automatic registration/login from any third-party site/application.

Customer Desk pages are browser-independent. Each Web page contains detailed instructions on how to navigate through the site and how to use any particular feature. Customer Desk pages may be completely customized to have your corporate Website look and feel.

Support Desk

Support Desk is an easy to use Web-based application that allows customer support staff to handle customers' questions and requests. Support Desk also gives an easy way for creating and updating FAQ Knowledge Base.

Support Desk has the following basic features:

Features	Standard Edition	Professional Edition
Summary Description	Entry level solution for small businesses.	A complete, turnkey solution for complex businesses.
Web-based: All the functionality is accessible through the Web.
Staff Management: Ability to create, update and delete support staff records.
Product/Area Management: Ability to create, update and delete your company's support site products/areas.
Customer Questions Management: Ability to resolve or update customers' questions as well as searching through a questions database for a related answer.
FAQ Knowledgebase Management: Customer support staff has an easy way to create and update the FAQ Knowledge base records or to search through FAQ database for a related answer.
Automatic email notification: The system automatically notifies support staff when the new request has been sent or when the existing issue information was updated by the customer.
Security: The site is secured by a unique user Id / password combination to prevent unauthorized access to the site.
Easy Customization: All features may be customized through easy to navigate web-based forms.
Newsletters wizard: Allows sending newsletters to customers.
Assignment Rules: The system allows setting rules for automatic questions assignment to customer service representatives according to the product, company or domain.
Role-based permission: Ability to manage user access rights for "Knowledge Base", "Questions", "Customers" and "Reports" tabs in Support Desk.
Reports: Build-in reports to gather statistical informational with optional charts.
Spell Checker: Checks spelling online in customer support replies.
SSL security option: Secure support staff communication through the Support Desk site using 128-bit encryption.
Mail Integration: Allows customers to submit help desk requests via email. Attachments will be linked to the request.
Mail Rules: Ability to assign certain products/areas for different groups of questions coming through email interface.
Custom Fields: Ability to create custom fields for the user registration and request forms.
Escalation Rules: Ability to set rules for automatic escalation of customer request according to the time, status, product and other criteria.
Response Templates: Ability to create typical response templates to streamline support staff answers.
Third-party Software Integration: CRMdesk can be integrated with BUGtrack - bug tracking and project management software.
Web-Query: Ability to create web-query to the CRMdesk database. Query result is available in the XML or HTML format.