Overview

Since 1994, Media Net Link has been developing high quality web-based applications for the business community. Over the years, we have built many tools for our own use while working on projects for our clients. AthenaRMS is such a tool. We developed Athena to help us provide Level One support for Hewlett-Packard's reseller channel. HP still uses Athena for this purpose and has expanded its use to provide customer support in other support functions.

Realizing that AthenaRMS is a powerful tool, we spent the time making it ready for commercial use. Our new Athena 5.1 is now available, more powerful and easier to use than ever.

In its basic configuration, AthenaRMS is an issue management system, comprised of an initial request, or ticket, a response, and a small set of attributes associated with the ticket, such as submitter's information, owner of ticket, status, priority, date submitted, date modified, and date closed. Requests can be submitted through both email and the web, and forms can be customized to blend seamlessly into your existing web site.

The entire system can be extended in minutes by adding custom fields and grouping them into features such as pull down menus, yes/no questions, or multiple choice responses. In addition, AthenaRMS was designed to treat customers individually or in groups based on common tickets and request types.

Email responses, either template or custom, can be sent to a single end user, or to a group of users based on simple grouping of search results.

Tickets can be closed individually, or in mass if responding to a common issue. All email between the support staff and the end-user is maintained as part of the ticket ensuring a complete audit trail.

AthenaRMS is a powerful end-user support system that can be deployed in minutes and used for as little as $35 per month. This service is available 24 hours a day, 7 days a week.