For client portals, product and user guides, help desk, training & more.
Client.Wiki lets you build a white-labeled client portal. A wiki of information and training courses for your clients, and helps you track questions, issues and forms. Manage your wiki through approval workflow.
Create your own home page and wiki to provide user guides, reference material, FAQs, & more. With change approval workflow, security and search.
A comprehensive Ticket System to track client and staff forms & questions with project management and full email integration.
Create training courses, exams and certification tracking for both your clients and staff. Lock Wiki pages until users pass tests, to create full training programs.
Real-time chat with customers or staff - whether on tickets, integrated into company web sites, or for casual chat in one of our Lounge rooms.
Your Company Intranet and Client Portal
Provide easy access to knowledge for your staff and your clients
Wiki and Home Page
Your Client.Wiki site will be the primary source for your staff and clients to get information about your company. Use the power of wiki editing to quickly create content for your staff and clients to peruse, and create training programs with quizzes.
Store policies and procedures, and send them to staff to read and acknowledge with e-ink signatures. Or use the same technology to send agreements to clients.
You can even turn tickets that pertain to frequently asked questions into content in your wiki so all your customers can benefit from your answer: Turn your customer support into content-building!
With our ticket system, you'll have one central place for all client and staff communications. Ensure you never miss any important message, with automatic escalation if an issue isn't tended to in a timely manner. Keep staff email addresses hidden, and ensure all those who need to work on a client issue can see everything they need. With clear visibility of all issues, SLA processing to ensure goals are met, project and task management, form integration (eg. Service Request, Incident Report) to ensure all information that is required is provided, integrated billing and invoicing, and much, much more.
Easily create multiple-choice quizzes and attestation to re-enforce learning of the content in your wiki, with automatic marking.
Enforce retake intervals if they fail, for example letting them only retake an exam once per month.
Lock exams based on earned certifications or subscriptions.
By creating both a wiki for training material and quizzes to test knowledge, you can build certification programs for both your clients and your staff.
Everything Your Clients Need, In One Wiki
Create product guides, service guides, FAQs, or any kind of knowledge base
Create a product guide, policy and procedures manuals and more
With Client.Wiki you can provide a professional looking, fully searchable employee or product guide, FAQ or other help pages with sections, subsections, inline images. With Google-like search. Easy to update without any technical skills.
Approval workflow to manage and track changes
Enforce approval workflow for any updates to your wiki or just to a particular section. Specify multi-level approval to ensure all stakeholders are aware of what is being posted. Assign staff to work on particular pages and get notifications of all approvals, rejections and work completion.
Publish tickets to the Wiki for everyone to see
Turn your support work into content building for your product and services. With a click of a button you can convert a ticket, and the conversation below it, into an anonymized wiki page, so that others can benefit from the answer you provide without compromising any confidentiality.
Client document and download area
Give your clients a private location to share documents and other files with you that nobody else can see, and vice-versa. Combine this with public files that everyone can access, but that nobody can modify except your own staff. Centralize documents so nothing ever gets lost.
Let clients & staff suggest updates to your articles
Have your clients or staff help you keep your documentation up to date and easy to read by offering wiki features that let them easily suggest updates. Updates will be retained for approval before being applied, ensuring your content is never compromised.
Post wiki page updates to social networks, such as Twitter and Facebook, with one click
Keep the conversation going: Every page in your wiki will have buttons at the top to share those updates with different social networks, including Facebook and Twitter.
Fully searchable with Google-like search
Let your clients find exactly what they're looking for with a built-in search engine, similar to the way Google search works. Search results intelligently rank results based on relevancy, age and importance.
Provide a weekly subscribable newsletter
Client.Wiki automatically provides subscriptions to either weekly or monthly newsletters that it generates automatically based on a digest of all changes made to your wiki.
Client research and knowledge base
Client.Wiki provides a private, searchable research and knowledge base area under each organization so you can store internal information about prospects and clients in one central location.
How Can a Ticket System Help You?
Streamline your client and staff communications
Centralize business email
Rather than having important customer emails lost in private email boxes, Client.Wiki ensures that all your business email is centralized in one place, accessible to whomever needs to see it. By seeing exactly which tickets are answered by staff and which are not, you'll never let a client request fall between the cracks again.
Never lose track of any business email
Every email received will start a new ticket. It'll highlight until you respond or assign it to someone to respond, and you can get daily reminders of any open tickets - so you'll never lose track of them. Or just CC the ticket system and it will record that email against a specific ticket, so you can keep all important information in one place.
Customers can easily sign-up on the customer portal website
When your customers visit your Client.Wiki Customer Portal site, they'll immediately be able to access your landing page, user guide, and more. If they click to submit a ticket, then it'll offer to take their email address and sign them up immediately. We make the customer experience smooth and seamless.
Service Level Agreements (SLA) management for each client
By setting up a Service Level Agreement for a client, when they open a ticket the system will automatically calculate what the expected response time should be based on that agreement. If the expected time comes close, the ticket will be highlighted so it can be escalated.
Easily add forms to tickets to ensure all required information is collected
If you need specific information from the end-user during the conversation, you can send a form for them to fill out. You can even start the form for them. And Client.Wiki comes with a bunch of really useful forms built in, or you can add your own (Pro edition only).
Send bulk emails to customers, leads or prospects
With filtering you can easily select multiple accounts or subscribers, whether customers, leads or prospects, and send them all an email with just one click. Use this feature for special announcements, promotions, holiday wishes - anything you like.
See More Features...
Real-time commenting on a ticket, "chat-style"
Rather than waiting for emails or refreshing a web page, Client.Wiki lets you see comment updates in real-time - you'll see them pop-up as soon as someone comments, no refresh required. That makes commenting act just like your favorite messaging app.
Request multi-level Approvers for a comment or form, to get internal approval (eg. for a change)
You can mark any comment you make as needing approval by one or more staff. You can even request multi-level approval, so that one level approves before the next. Once they're all approved, you'll be notified.
Protect company security and liability by routing all requests through Client.Wiki
Keep all customer communications centralized, and transparently shared with those who need to be informed. That way you can better protect your company against unnecessary liability, giving you recourse for customer complaints, and letting you step in when things get out of hand or if there is any inappropriate divulging of confidential information.
ClientWiki can be used from email alone
With full email integration, your ClientWiki Customer Portal can be used through email alone - clients don't ever need to visit your website. They can just reply to tickets and the system will automatically pick up the reply, file it against the ticket, and send updates to whoever is participating in the ticket.
Web chat that can be integrated into any website
If you have any kind of external or internal web sites or web applications where you would like to have your users be able to raise tickets and discuss issues with support engineers, easily integrate our web chat window by just adding a few lines of HTML. Whatever they enter there will be created as a regular ticket in ClientWiki, with routing, escalation and all the features you've come to love.
Automatically escalate tickets based on conditions
Ticket been open too long without resolution? Want to get senior engineers involved for an urgent request? Or if someone important submits a ticket? With our escalation feature you can make sure that critical issues get into the right hands at the right time, with notifications by email, SMS, phone, messaging and more.
Easily assign tickets to workers
Have tickets automatically assign to a worker, or have a supervisor field the tickets and assign them, so you can work collaboratively as a team. Workers can be set to only tickets assigned to them.
Hide worker emails from clients, to avoid direct communication
Client emails can be a distraction. Having clients send issues to the wrong staff member can be disastrous. With Client.Wiki clients only email the ticket system, so worker emails are never exposed.
Track emails by client
Easily see what client each ticket is from, with sorting and filtering. Create bookmarks to always have a button that will show you the tickets for important clients.
See your response times to client requests
Client.Wiki automatically calculates how long it took your staff to respond to a client's request, so you can easily see the quality of service your organization is providing.
Segregate emails by department
Client.Wiki gives you an email address for each department, which staff only in that department can view in one central location. Managers and others can see multiple departments, to get the Big Picture of what's happening in your organization.
Automatically assign emails based on department
When a new ticket comes into a department, Client.Wiki can automatically assign one or more people to review it. They can then assign it to others, or respond themselves.
Keep all issue conversations in one place
When understanding an issue it's critical to have all the information at your fingertips. By having all conversation and emails stored under one single ticket, you can be sure you won't miss a thing.
Customize your own forms that can be added to tickets
Client.Wiki provides some very useful built in forms, but with the Professional edition you can easily add your own forms, with your own layout, workflow, calculations, sub-forms. And all forms will be mobile-optimized for easy use on-the-go.
Guide end-users in filling out forms
Is your client having trouble filling out a form? Do you want to help the get started? You can easily do this using Cilent.Wiki - you can start the form, fill it out and send it to them to finish.
Easily add or remove participants from tickets, to keep people in-the-know
You can easily invite new users to a ticket, and from then on every comment made on the ticket will be seen by them also - unless they choose to unsubscribe. Or just CC someone in the email and they'll be added to the ticket also.
Add secure forms in tickets to transfer sensitive information securely
Sending sensitive information like passwords or IDs over email can be a security risk, and in some cases can even be illegal. Client.Wiki provides a special "Secure Information form" that can be used in the ticket conversation that hides the information from view, encrypts it and then deletes it once it's read - ensuring no trace of that information is left behind. This gives your clients the confidence that you respect their confidentiality.
Incident report forms, to ensure that all information related to the incident is collected
Keep a record of important incidents, with a form that collects all the necessary information. This can be useful for security reasons, and lets you store all the investigation info in one place.
Service request forms, filled-out by the engineer or end-user, and completed by staff
Sometimes a ticket from a client involves a request to fix something or provide a service. With Client.Wiki you can turn any request into a Service Request form, collecting all the fields that you need to assign it to someone and complete the work.
Change request forms, with built-in approval workflow
The Change Request form is used to get internal approval before making a change to a system. This ensures you have a record of all changes made, and know for sure those changes were scheduled and properly authorized.
Trackable document request forms, when specific documentation is requested of a client
Need a specific document from your client? Request it using the Document Request form, and once submitted it will automatically be lodged in the client Document Library for easy reference in the future.
Automatic customizable survey forms sent to users when a ticket is closed
Check how well you're doing. When a ticket is closed, there's a checkbox you can set that will have the system automatically send out a feedback form. These can be compiled into a weekly report so you can keep on top of your department's performance.
Link tickets that are related
When issues or projects are so big they involve multiple tickets, maybe in multiple departments, you'll want to know that they are related. That's why we let you easily link tickets both ways - in a list right below the ticket details.
Appointment booking and confirmation, with calendar integration
Maybe you need to go visit a client. Or maybe you need to book a room or tool. With FormTrack you can do that right from within the ticket. And when it's booked, a calendar invite will be sent out from the ticket automatically so it'll go right into your personal calendar.
Tasks and sub-tasks can be added to a ticket, assigned to, and only seen by, staff
When you're working on tickets, you'll often need to break down the work, and maybe even assign it to different workers. Client.Wiki lets you do that through tasks that you can add to a ticket - with task dependencies, and many project management features. All of this happens without the client seeing a thing.
Specify a follow-up date for closed tickets
When you finish providing your service, you often need to follow-up with them later to check something or just see if everything is OK. Client.Wiki lets you do this as you close a ticket, and it'll notify the client and send you a reminder when the follow-up date comes about.
Add reminders to tickets, which will send you a reminder when the date comes about
Sometimes you need to wait for a specific date before you can work on a ticket, or you just want to wait a few days before asking something. For that you can use reminders, which you can easily set on a ticket that will send you an email reminder when the date comes about.
Provide link to users to easily unsubscribe to a ticket
For every message that is sent to a user, Client.Wiki will always add a link for the user to easily unsubscribe from that particular ticket. After they click it, they won't receive any more comments.
Merge one ticket with another, if you realize they are on the same topic
If you realize that one ticket is actually on the same topic as another by the same client, you can easily merge the tickets together. Just click Merge and select the target ticket. It'll add all comments and all participants to the other ticket. Just another way to get organized.
Approvals can be signed with e-ink signatures
Any approvals that are made in the system can be signed-off with an e-ink signature, which you can do from any touch device such as a smart phone. This provides an extra level of authenticity and evidence to the approval.
Split a ticket into a new ticket if it goes onto a new topic relevant to a different department
How often do emails get off topic from the subject line? With Client.Wiki when a ticket switches to a different topic then you can easily click a comment and move all the comments on the new topic to a new ticket. You can even send it to a different department if, for example, a technical issue discussion moves into a sales discussion. This helps you keep all your tickets organized, and the appropriate people involved.
Clients only see tickets they raised
Any clients that sign up on your customer portal will only see the tickets they've raised. If you have a manager or supervisor at a client, they can be configured to see all the tickets raised by their organization. We take security very seriously to ensure that all sensitive information is kept confidential and secure.
Set up staff so they can see their own tickets, or one or more departments' tickets
Your staff can be configured to either see only the tickets assigned to them by a supervisor, or they can be configured to see all tickets for one or more departments.
Mark comments as needing a response, so it's clear who tickets are waiting on
By letting the system know you waiting for a response, reminders can be sent automatically if no response is given.
Mark comments as Internal Only, so only staff will see and not your clients
When talking to a client, sometimes you need to have a side conversation with other staff members only. The internal flag on a comment does this, sending only to staff on the ticket and hidden entirely from your client.
Email templates, to save time crafting responses to clients
For emails you seem to send regularly, Client.Wiki lets you create templates that you can easily select to save you retyping the email over and over again.
Set auto-reply to ensure clients know you received their email
When a new ticket is created through email, Client.Wiki can automatically send a customizable acknowledgement email, so your client knows their inquiry is important to you.
All tickets have a unique ticket number assigned for easy tracking
Every ticket created in Client.Wiki is assigned a unique number for easy tracking and reference. What's more, the numbers are not consecutive so clients aren't exposed to how busy you are.
Forward emails to a ticket, to keep everything in one place
Sometimes even when you try your best to go through the ticket system, people will still email you directly. But that's fine with Client.Wiki because you can just forward that email to the ticket and itll be filed just as if they sent it to the ticket system themselves.
Get customers to sign documents electronically
When agreements have to be signed remotely it can be tedious with scanning, printing and faxing. With Client.Wiki you can sign any document digitally and it'll all be recorded in the ticket.
Stop low-level staff communicating with clients
By setting a flag Internal Only on a staff member's user account, any time they comment it will be marked as internal and will not be conveyed to the client, only visible to other staff members. This can be useful for new employees or low-level staff who you may not yet trust to send messages to clients.
Convert any comment into a task
When a client makes a comment that you know you'll need to work on, you can just click "Add Task" on the comment and it'll let you create a task from the comment and assign it to someone. Other options like waiting for other tasks, setting progress percentage and due dates make it a great tool for project management.
Get customer sign off with e-ink signatures when closing a ticket
Want to make sure a customer is satisfied with the work that was done? Have them physically sign off on the ticket with an e-ink signature from their phone when it's closed, so you have verifiable evidence that it was completed to their satisfaction.
Manually escalate tickets
When working on a ticket, you may decide that the ticket needs to be escalated. Perhaps you determine that it relates to a security breach, or the customer is getting irate and you need the help of someone more senior. With Client.Wiki you can manually escalate a ticket to someone more senior - and have the system SMS or even call the person itself, bringing the ticket to their attention.
Calendar view shows you what tickets need to be answered and when
By seeing a calendar of which tickets need to be responded to on which date, you can more easily prioritize your work, and quickly be alerted to tickets that are overdue.
Create QR code shortcuts for pre-filled tickets
Help your customers submit incident reports or service requests pre-filled with the location or asset, to save time, make their entries more accurate and just make it more convenient for them, increasing the likelihood they'll inform you if they find something wrong. Client.Wiki provides a quick QR-code creator icon in the corner of every screen and every form so you can create and print a QR code with a single click.
Staff time tracking
Client.Wiki also has features to help you manage your staff's time and pay. Let your staff easily record when they arrive for work and when they leave, for those staff who are paid by the hour.
Add scheduled tasks per client
Have recurring billing that needs to be tracked? Or just monthly "see how they're getting on" emails? You can set all this up to be tracked using the account's scheduled tasks area. Repeat tasks per week, month or year.
Training Programs and Certification
Create quizzes, exams and other forms of certification to test knowledge
Create assessments for your staff
Regularly training and testing your staff will ensure that they are qualified to be doing their work. This can be especially important for security and safety, as well as maintaining the quality of service that your organization and clients demand.
Create certification for your clients
If you provide products, customer training certification can be an important complementary service you'll offer. Certification can help your clients' staff prove to their company they have completed the training satisfactorily, and also provide a great feeling of achievement.
Enforce retake intervals
If the user fails, you can specify how frequently they can retake the quiz. For example you may want a user to review the training again, rather than just keep retrying with different answers until they get them all correct.
Go Pro And Take It To The Next Level
The Enterprise Edition is totally customizable using WorkflowFirst
Installed on your own network, the Enterprise Edition lets you completely white-label the application, with your own logo, own colors, own tabs. Add your own functionality using WorkflowFirst, such as adding your own forms to tickets, or building your own reports. With SQL Server, IIS and Active Directory integration.