Parature Editions

Parature's Online Customer Service Software & Solutions

No matter what your customer support needs are, Parature has a world-class solution for you. Designed to meet the unique requirements of your company, Parature is available in multiple editions to better match the size of your team and the level of customization and integration you require. Parature’s ease of use and fast deployments ensure that whatever solution you chose will exceed your customers' expectations.

Expand all Collapse all

Professional

Enterprise

Knowledgebase Reduce your volume of support requests with Parature's fully searchable knowledge base.

Public and Private Knowledge Base Offering you multiple layers of security and types of knowledge that can be stored, Parature provides public knowledge bases that are accessible by your end users, and private knowledge bases that are accessible by only your CSRs.
Built-in Spell Checker To ensure correct spelling within your knowledge base articles, Parature offers an automatic spell-checking tool to scan your articles as part of the publishing process.
Advanced Search Tools Enhancing the ability to find answers to your questions, Parature offers advanced search tools such as keyword, natural language, and Boolean searches to assist in locating knowledge base articles.
Article Expiration Management Keep your knowledge base articles up-to-date with Parature's expiration management tool, which allows you to set expiration dates to signify articles as expired after a specified period of time.
Articles Audit Trail Management To ensure HIPAA and Sarbanes – Oxley compliance, utilize Parature’s knowledge base article auditing tool to track and report on all actions related to each article.
Articles Subscription Management Allow your end users to subscribe to articles on specific topics to keep them updated on changes and developments in the areas that interest them most.
User Group Views Enforce your service level agreements with the help of Parature's user group view technology, which allows you to assign your end users a specific access level for viewing your knowledge base articles.
Alternate Keyword Association Optimize article searching by associating alternate keywords with your knowledge base keywords. For example, if you configure *car* as an alternate keyword for *automobile*, a search for articles containing the word *car* will return all articles containing the word *automobile*.
Customizable Publishing Workflow Ensure the quality of the information in your growing knowledge base by customizing a multi-tiered, automated review process for creating, editing, and publishing articles to your knowledge base.

Download Save time managing document distribution with Parature's file management solution.

Multiple File Format Storage Store different types of documents (Word and excel), images (JPG and GIF), sound files (MP3 and WAV), PDF, ZIP files, drivers, video files (Windows Media files and Quick Time), and even your own proprietary software formats for your end users to download 24/7.
Knowledge Base and Ticket Attachment Enhance your end users support experience by attaching files, such as images or videos, to tickets or knowledge base articles as added resources for resolving their ticket.
License Agreement Heighten your document security by creating license agreements for end users to accept prior to downloading your files.
Download History Analyze the areas that need support by tracking and reporting on end user download activity.
User Group Views Enforce your service level agreements with the help of Parature's user group view technology, which allows you to assign end users a specific access level for viewing files in your download area.

Ticket Effective management of end user issues with Parature's ticketing system.

Standard Ticket Assignment Workflow Easy to use standard procedures for opening, assigning, and solving tickets to get you up and running immediately.
Ticket History and Audit Trail Gain immediate insight into specific tickets with Parature's ticket history technology, which gives you an at-a-glance view of all actions and communication involved with the ticket.
Fast Forward Quickly solve tickets by utilizing Parature's Fast Forward function to easily search and automatically insert knowledge base articles, images, files, or contacts into a ticket for easy consistent resolution of tickets.
Customized Email Notifications Customize the look and feel of emails sent to end users when tickets are created, managed, and resolved.
Time Trigger Alert Systems Automate your ticket process with Parature's time sensitive alerts, receive notification if a ticket is left idle, alter a ticket status, route or escalate the ticket to a different CSR.
Automatic End User Updates Keep your end users informed of the status of their ticket automatically through their My Support section of your support portal. There they will be able to view the current status of their ticket, review all correspondence regarding the ticket, and post additional notes if needed.
Resolution Time Tracker Monitor the efficiencies of your ticket resolution process by tracking the amount of time spent resolving each ticket.
Customizable Ticket Views Streamline your ticket resolution process by customizing your ticket views to organize tickets based on specific criteria.
Email to Ticket Integration Transform your email communication from your end users automatically into support tickets with Parature's powerful Email to Ticket technology.
Customizable Ticket Workflow Customize your own set of procedures to better suit your ticket resolution requirements.
Field Dependency System Configure your ticket forms with dependent fields to ensure that your end users are selecting relevant field values when submitting a ticket.
Ticket Routing Streamline your support process with custom ticket routing rules to automatically route tickets to specific queues and/or CSRs depending on the ticket content.
Ticket Escalation Management Automate your ticket assignment process with escalating rules that reassign tickets to CSRs or managers based on time limits or skill sets required.
Multiple Ticket Queues Manage your tickets by setting up multiple ticket queues for specific CSRs to handle.
Mass Action Ticket Management Save time on managing tickets one-by-one by simultaneously performing an action on multiple tickets at once.

Portal Enhance your end users experience with Parature's easy to navigate customized support portal.

Customizable Self-Service Portal Design Modify the look-and-feel of your Support Portal to help direct your end users to the information they need.
Public and Private Portals Offer general public access or require a login and password.
Personalized "My Support" Tab Provide personalized support by enabling your end users to create, manage, and view their own support history in the My Support Tab of your support portal.
Advanced Search Functionalities Allow end users to quickly find the answers to their questions through natural language, exact phrase or Boolean search capabilities.
Knowledge Base Article Subscriptions Proactively support your end users by allowing them to subscribe to knowledge base articles, which notifies them on new developments in the areas they consider most relevant.
Knowledge Base Articles Rating System Improve your knowledge base content by enabling your end users to rate whether a knowledge article was helpful or not.
Auto-Ranking Knowledge Base Articles Quickly support your end users with relevant information automatically with Parature's auto ranking system, which organizes knowledge base articles in order of most frequently viewed.
Submit and Track Web Tickets Enable your end users to submit trouble tickets online, and monitor their tickets throughout the support process.
Ticket Attachments Facilitate clear communication when explaining a support issue by allowing your end user to attach files, screenshots, documents, or error logs to tickets.
Troubleshooter Wizard Simplify the self-support process by guiding your first time end users through your knowledge base step by step to help them find the answer they are looking for.
Ticket Deflector Decrease your inbound ticket load by redirecting your end users to relevant knowledge base articles prior to submitting their ticket.
Pass-Through User Authentication System Eliminate the need for repetitive logins for your end users by integrating multiple applications with your support portal login system.
DNS Masking Provide a consistent company look and feel by customizing the URL for your support portal.
Tailored Support Portal Design Improve the look and feel of your support portal with the help of Parature's dedicated design team.
Multiple Branded Portal Support Provide personalized support by creating individual support portals tailored to the needs of specific end user groups.
Customer Feedback System Measure and improve your end user satisfaction by giving your end users the ability to submit feedback regarding your services.
Product Self-Registration Streamline your product registration process by enabling your customers to self-register their purchased products on your support portal.
Product Based Views Quickly support your end users by providing access to content regarding only the products they have purchased.

Contact Gain instant visibility into all interactions with end users via Parature's contact management tool.

Account and Contact Repository Gain an in depth view of your end users based on customized contact fields that match your unique requirements.
Account to Contact Hierarchy Easily manage the relationships between accounts and contacts through maintaining a comprehensive list of your account and/or contact records in one system.
Integrated Account History Quickly capture an instant view of all support activities for each account or contact, including a full record of tickets, emails, notes, call logs, last visit to support portal and more.
Custom Contact Views Research and track critical end user data by creating custom contact views, which display end user information based on specific criteria you set.
Email Management System Keep a running history of all correspondence between accounts and contacts by utilizing Parature's email management system, which fully integrates with your support solution to store each correspondence in the appropriate contact's history.

Activity Better organize your tasks and events with Parature's scheduling module.

Event Scheduler and Alerts Facilitate collaboration amongst your team by allowing them to schedule and invite other team members to events.
Task Assignment and Reminders Manage your daily activities with Parature's Activity module, which allows you to set up task assignments and schedule reminders.
Activity Collaboration Promote cooperation amongst your support team by permitting individuals to assign tasks for other team members.
Calendar System Easily arrange team meetings by providing both personal and shared team calendars to help you schedule meetings and manage activity details.
Activity History Gain insight on your productivity by maintaining past personal and team calendar information on events and tasks.

Report Measuring the effectiveness of your overall support organization with Parature's report tool.

50+ Report Templates Quickly measure the health of your support organization through Parature's 50+ commonly used reports.
Multiple Report Views Make immediate real-time assessments of critical support metrics by viewing information in multiple report views, such as a list, chart or matrix view.
Employee Metrics Keep your employees accountable by tracking their performance based on metrics, such as, average response time, ticket backlog, tickets assigned and many more.
Portal Metrics Quantify your Return On Investment by tracking your end user support portal usage.
Knowledge Base Metrics Improve your knowledge base by monitoring metrics, such as the amount of views and helpful rating of each article.
Ticket Metrics Ensure your team is meeting service level agreements by tracking ticket metrics such as, ticket backlog, average resolution time, average response time, and many more.
Chat Metrics Improve your real-time chat availability by monitoring metrics such as total chat sessions, average chat duration, total No Support Reps available, and much more.
Data Export For additional analysis or integration with external information, easily export reports to a CSV or Microsoft Excel document.
Custom Report Builder Create your own custom reports to find, track, and measure data based on your specific business requirements.

Forum Enable end users to support each other with Parature's online discussion forum module.

Discussion Moderation System Ensure the quality and relevancy of all posts by activating the discussion moderation system, which filters all new posts and replies into a Pending Discussion Queue to be approved by a moderator before being posted for public viewing.
Trust Points System Ensure your forum contains the most useful content by enabling your end users to assign trust points to author's posts.
Email Notifcations Stay up to date on current discussions in your forum by subscribing to receive an email notification whenever a reply is posted to specific discussions.
Daily Digest Keep end users coming to your forum by allowing them to sign up to receive a daily email digest to keep informed on all new discussions in the categories that concern them most.
Members Only Discussions Construct a controlled forum environment by creating member-based user groups to ensure only relevant users participate in certain discussions.
Search and Browse Capabilities Quickly find relevant discussions by browsing forum categories or utilize the search engine to locate existing discussions in the forum.

Chat Effectively support end users by engaging in live online dialogs with Parature's real-time chat module.

Customizable Chat Interface Provide personalized chat sessions by customizing the look-and-feel of your chat interface.
Real-Time Monitor Gain a better understanding of your visitors before engaging them in a chat session by viewing their history in the Real-time monitor system.
Chat Invitations Proactively support your end users by easily sending invitations to chat in real-time, as a way to effectively follow up on a support request.
Canned Responses Save time and present consistent messages to your end users by configuring *canned* responses that can be quickly inserted into your chat sessions with a click of a button.
Page Pushing Capability Enhance communication with your end user by sending web pages when engaged in a live chat session to help resolve issues quickly.
Chat Transfer Better serve your end users by giving your support team the ability to transfer or route specific questions to more knowledgeable support representatives.
Chat Transcripts Document all chat sessions for your records with Parature's automatic chat transcript technology, which allows you to store or send entire chat transcripts to your end user after the session ends.

Asset Standardize and streamline your IT equipment support process with Parature's asset management tool.

IT Asset Catalog Better manage the location, cost and support requirements, or any other customized attribute of your assets by simply creating and maintaining a comprehensive asset list within Parature.
Asset Workflow Quickly provide an accurate account of all IT assets by building a configurable workflow to track the status of your business assets.
Asset Audit Trail Provide company-wide insight into your asset set backs by keeping an audit trail of comments, trouble tickets, and other key information for each asset.
Employee Association Ensure the accountability of your equipment by associating assets with employee records to indicate the asset type and quantity owned by your employees.
Asset Attachments Easily locate asset documentation by uploading and attaching files containing diagrams or user manuals associated with each asset.

Product Reduce overall volume of product-specific support requests with Parature's product focused support tool.

Product Catalog Gain insight into which of your product lines best serve the market, by creating and maintaining a comprehensive list of the products and services sold by your business.
Product Registration Management Assign appropriate service level agreements to your end users by determining the suitable level of support based on the product that was purchased.
Product Based Security Heighten the security of confidential information by eliminating access to information regarding products your end users have not purchased.

Survey Proactively obtain input from end users worldwide with Parature's survey module.

Survey Templates Quickly kick-off campaigns by selecting from pre-built designs, sample question sets, and invitation emails.
Multiple Question Type Support Enable end users to easily respond to surveys by selecting from Parature's range of question types, including multiple choice, text fields, drop-down fields, and many more.
Customer Exit Surveys Maintain your branding by matching your survey designs to your organizations look and feel with our Design Builder or choose to edit your HTML for absolute control.
Anonymous or Identified Responses Facilitate candid responses to your surveys by allowing your end users to submit surveys anonymously, or for more detailed user information select the Identified Response option.
Automated Survey Delivery Automate the delivery of your surveys by setting up customized rules to send surveys immediately after specific tasks are completed, such as a trouble ticket being closed.
Advanced Reporting Gain immediate insight from your surveys through built in reports, or easily export survey data to Microsoft Excel for additional analysis or integration with external analysis tools.

Customization	Professional	Enterprise
Tailor Parature to meet the needs of your organization with Parature's customization tools.
Customizable Field Editor Control the type of data stored in your support solution by creating an unlimited amount of custom fields across all product modules.
Customizable Notification Emails Pro-actively alert your end users about updates by establishing rules to automate your email notifications process.
Customizable Tabs Better reflect your industry or solution requirements by customizing the name of the tabs within your Parature Service Desk.
Customizable Workflow Control the way you support your end users by customizing the Parature workflow procedures to match your unique support process.
Integration and Administration	Professional	Enterprise
Connect support with several lines of your business with Parature's integrating features.
Fully Web-Based and No Downloads Get up and running, quickly and easily with Parature's fully web based solution, a technology that does not require downloadable plug ins.
Import and Export Utilities Extend Parature to meet your unique requirements by easily importing and exporting data into other applications.
Custom Links Gain quick access to relevant information by creating and embedding web link shortcuts to other web based applications.
Globalization	Professional	Enterprise
Provide world wide support with Parature's globalization tools.
Multi-Time Zone and Location Support Assign appropriate time zones and time formats according to the locations of your global support team.
Multi-Language Support Offer global support with Parature's multiple language capabilities, including English, Spanish, French, German, Italian, Japanese, Chinese and more.
Deployment	Professional	Enterprise
Departments Additional licenses you can purchase to integrate with your primary license.
Support Plans Your service level agreement with Parature.	Standard	Standard (Platinum opt.)