Features

Sky Blue Support is a fully featured customer relations management application that puts you and your staff in control by providing all the tools required by a busy support centre. The Help Desk Support software is presented in an easy to use, highly configurable tabbed document interface that enables users to quickly switch between the various displays provided. 

Pro vs Lite

Sky Blue Support is avaliable in two Licence options Lite and Pro the main diffrences are laid out in the table below. Sky Blue Support Lite is offered as a partialy restricted free application, Sky Blue Support Pro is fully un-restricted. Both versions include all avaliable functions as listed below in the features section.

Features	Lite	Pro
Multi user connections	Restricted to 5 users	Unlimited (System dependent)
Call creation	Restricted to 1000 calls	Unlimited Call creation
Customer creation	Restricted to 500 customers	Unlimited customer creation
Knowledge Base	Unrestricted use of the KB	Unrestricted use of the KB
Reports Wizard	Unrestricted use of Reports	Unrestricted use of Reports
Statistics	Unrestricted use of Statistics	Unrestricted use of Statistics
Software Support	Limited Email support	Full Email based support
Price	Free	$300 (£160) per user per year

Legend:

Restricted Feature

Unlimited Feature

Customer Data

Sky Blue Support software allows you to quickly locate specific customers from the customers list via a powerful and intuitive search filter. Specific customer details are stored on the customer tab including multiple contacts within a single customer and a products section which can be configured with groups of products specific to your business.

Each customers call history can also be tracked on this tab, and you can also attach documents to a customer and create association links between the customer and a call, knowledge base article or even another customer. Sky Blue Support also provides you with the flexibility to create bespoke data fields for you customers, enabling you to store information against each customer that is relevant to your business.

Call Logging

Once the identity of a customer has been ascertained and located in the customers list a call can be created against this customer either direct from the customers list or from the customer tab. A call heading and description can be stored along with more bespoke data fields that you can define to store information that is relevant to your business. A customer contact can be selected from those set up for that customer, their contact details are displayed for easy access.

Logging details shows which analyst logged the call and its current status / severity and assignment details shows the group and analyst that the call is currently assigned to, along with the total call time and Service Level Agreement details.

Issues and issue groups can also be defined so if a call fits into a particular issue category the issue group and issue can be selected from a list that you configure. This allows you to create reports on specific issues to highlight problem areas.

The call notes section allows multiple notes to be created against the call as it flows through your support process to call resolution. Call history is also available showing all previous calls for the customer. Attach documents to the call and create association links between the call and a customer, knowledge base article or even another call.

Knowledge Base

The Sky Blue Support software knowledge base feature allows analysts to create, store and search help articles, so for example if there are a set of common or regular steps required for a particular customer problem, a knowledge base article can be created for all analysts to access when dealing with that particular problem.

Each knowledge article is opened in a separate tab that can be viewed in conjunction with any other tab in the support environment. Knowledge articles can have attachments to external files and can also be linked to a specific call or customer and even another Knowledge article.

Reports Wizard

The reports wizard is a flexible tool that allows you to create bespoke reports at a very low level of granularity. There are a number of pre-configured reports including Call summary, customers,Calls assigned by group and analyst calls logged by issue. Each report can be refined using various sort parameters to provide you with just the information you need.

Stats

The stats page gives you an instant heads up on the current status of calls in your support centre. The page initially loads showing the status of calls open, logged and closed for today sorted by analyst group. You can quickly switch views between analyst group, analysts, issue groups and issue details. Also select the date range you wish to view from the date picker, or select one of the pre-configured options today, yesterday, last week, previous week, last month, previous month. You can also quickly view a list of the calls assigned to a particular group, analyst, issue group or issue detail for the date range selected by clicking the numbers displayed.

Admin Options

The admin options screen gives administrators all the control they need over all areas of the system. Here you can set up users and group them together in user groups, create issues and issue groups that can be assigned to each call to define a more specific problem for each call, create products and product groups relevant to your business then analysts can assign products to customers.