Quark launches self-service support portal

The Quark Knowledge Base is designed to allow customers to access technical articles that offer solutions to commonly encountered problems, explanations for application behaviours, and answers to frequently asked questions. More than just a list of issues that customers may encounter, each Quark solution featured on the Knowledge Base includes a background section where an in-depth technical analysis is given for specific software behaviour.

Now customers and partners have access to even more functionality:

• Users can conduct searches in English, German, French, and Japanese;
  
• Searches can be conducted by product or subject;
  
• Search results can be sorted by date, subject, and user-rating;
  
• The top 10 articles about the subject or product being searched are made available automatically to help customers find information quickly;
  
• All articles can be viewed online, printed, or shared via email.

Self service

The Knowledge Base is also integrated with a self-service portal where customers and partners can log and track issues, communicate with the Quark support team, and access the latest product information, such as software updates and new releases.

The self-service portal is designed to allow users to customise a profile page where they can report technical issues, attach files, and provide comments about their issue. Quark customer support will view and respond to the issues directly within the profile. All the activity within the profiles is saved and can be accessed by the customer or Quark support at any time.

Quark partners and third-party support vendors can also create profiles on behalf of their users and can communicate with Quark support through the Knowledge Base profiles. The profiles can be accessed by users, partners, and Quark support 24/7 and are monitored by the Quark support team 24 hours a day, 5 days a week.

"The Knowledge Base is a comprehensive, easy-to-use, and always-on support resource for our users. Now, by offering the ability to create individual user profiles, we are making it even easier for users to log issues, get answers, and track their interaction with Quark customer support," said Kanwar Singh, director of global customer support for Quark. "The Knowledge Base is offered in addition to other technical support options, including phone, chat, and email."

To access the Quark Knowledge Base go to support.quark.com/en/knowledgebase and to access the Quark self-service support portal go to support.quark.com/en/SSP/.