| Streamline support desk management and improve communication with automated email notifications when an issue is: |
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Submitted |
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Assigned |
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Updated |
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Closed |
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Approaching a promise date |
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Been in the queue too long |
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| Track critical business and customer issues by searching and reporting on issues based on: |
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Who reported the issue |
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Who is working on the issue |
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Client, department, and/or project |
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Issue status such as open, in progress, closed, etc. |
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Issue type such as defect, request, etc. |
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Custom fields that further categorize issues and support tickets |
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Plus many others... |
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| Improve efficiencies and enhance quality of service provided by: |
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Allow customers to enter new requests directly from the web |
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Monitor email accounts and automatically create issues when new emails arrive |
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Identifying historical trends across issues |
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Generating up to date reports for all issues and support tickets |
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Tracking ongoing updates and collaborative details until items are resolved |
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Attaching and tracking documents, screen shots, error logs, etc. |
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Providing access to all employees, departments, and locations anywhere via the internet |
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| Reduce time required to resolve issues: |
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Assign and prioritize who is working on what |
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Send updated status reports to customers and employees with the click of a button |
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Quickly find and view an issue by its number, client, department, assignment, and others |
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| Expedite existing processes without having to change them by using: |
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Customizable issue types, priorities, status, and origin classifications |
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Ability to add custom fields for unique data collection requirements |
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Configurable application options and workflow settings |
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Import/export support for Microsoft Project provides the best of both worlds |
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Brandable application, email, and report logo's and colors |
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On-demand data export features supporting XML, Excel, and Text options for easy integration |
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Advanced role based security options to limit user access by screen, report, time of day, and even IP address |
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