System to provide integrated on-line support

Abstract

An on-line support system providing a persistent chat system and a database of knowledge articles organized in a tree-based hierarchy. The on-line support system merges the utility of a communication system with a knowledge navigation system. Knowledge can be accumulated through text, voice and image communications by a user in a common environment, and these communications are preserved and organized for future reference.

1 . A method comprising:
 providing a user interface to view a post within a compendium of posts from a remote server;   automatically selecting a local image in response to a discrete user input while viewing the post, the local image being captured by a user device through which the user is accessing the remote server; and   uploading the image and automatically linking it to the post.   
     
     
         2 . The method of  claim 1  further comprising:
 allowing a user to specify an image source from a plurality of image sources. 
 
     
     
         3 . The method of  claim 1  further comprising:
 requiring confirmation prior to uploading the selected local image. 
 
     
     
         4 . The method of  claim 1  wherein automatically selecting selects N local images, where N is an integer greater than 1. 
     
     
         5 . The method of  claim 1  wherein automatically selecting comprises:
 selecting a frame from a video source. 
 
     
     
         6 . The method of  claim 1  further comprising:
 uploading associated local text information. 
 
     
     
         7 . The method of  claim 1  wherein the post is at least one of a chat session and a knowledge article in a technical support system.