To better assist our customers Duoserve has added a knowledge base located at http://support.duoserve.com. The new Knowledge Base will allow customers to issue tickets and will provide How To..., Support, and common problem resolution documentation. The information can be searched by "relevancy to keywords" or in a "browse by topic" format.  All documentation will be prioritized by the most commonly viewed articles. In an effort to better assist our customers we have chosen to replace our forum format with the revamped and more easily searchable knowledge base.

The new ticket system is one of the many advantages of using the new Knowledge Base over the forum approach. The system allows both Duoserve and users to keep track of open issues.  This format for communication is further leveraged by providing email support. Prior to this new implementation users would communicate through different channels.  Paid Phone Support customers would inquire by phone, while most customers would ask questions by email or post to the forum.  The separate venues are now unified by the new ticketing model which creates a ticket for requests regardless of the communication method used.  How does this help?

Customers who call about a problem can review their issue on the knowledge base or by receiving email notifications on status changes. Previously customers who chose not to purchase phone support plans would have to check at regular intervals for updates instead of receiving an email notification or logging in to view their ticket status.

A unified communication model is a win-win situation for both Duoserve and its customers. Customers can reduce their wait time while Duoserve can also more efficiently serve its customers both enhancing support and reducing over all products costs for its user base.