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Start Your Free Trial Today! |
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Sign up and evaluate our products risk free for 30 days! |
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| Defect Tracking |
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The Issue Tracking product includes a comprehensive set of features for managing internal help desk issues,
tracking product defects and bugs, and managing customer support requests.
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| Issue Entry Features |
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Public issue entry screen for customers to submit requests |
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Monitor email accounts and automatically create issues when new emails are received |
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Automatically recognize subsequent incoming email threads and attach them to an existing issue |
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Send and reply to emails directly from the issue screen |
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Create pre-canned responses for common questions, instructions, etc. |
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Copy issues to create new ones |
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Enter unlimited comments for an issue |
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Enter status, type, source, and priority |
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Select files to attach |
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Tie expense items to issues (requires Expense Reporting product) |
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Mark issues as billable or non-billable |
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Track time spent resolving an issue (requires Timesheet Tracking product) |
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Receive email when issue is assigned |
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Send confirmation email to client / contact when issue is created or updated |
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Associate issue with a external client or internal department |
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Associate issue with a project (requires Project Management product) |
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Create custom automated email notifications |
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Open and work on multiple items at once within a virtual desktop |
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Bookmark items for fast retrieval |
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| Issue Management Features |
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Send confirmation email to primary contact when issue is created |
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Automatically notify employee of issue assignment |
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Send email to primary contact when issue is completed |
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Sort issue list |
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Group issue list |
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Use pre-defined issue filters (open issues, my open issues, all issues) |
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| Reporting Features |
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100's of report variations can be created |
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Specify criteria to control filtering and sorting of reports |
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Choose grouping/totaling options |
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Pick from detail or summary versions |
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Accounting reports provided for easy billing, costing, and profitability analysis |
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Control access to reports through security |
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| Administration Features |
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Export data (QuickBooks Timer, XML, comma delimited, and Microsoft Excel formats) |
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Configure issue status items |
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Configure issue origins (email, phone, etc.) |
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Setup issue types |
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Take advantage of custom fields to customize issue tracking |
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Configure issue groups for issue assignment |
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Allow contractors, partners, or vendors to enter issues |
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| General System Features |
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100% web based, no software installation required |
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Customize logos and colors to match your business |
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Configure alerts and notifications |
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Configure security policies (password length, password expiration, etc.) |
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Create custom user roles and associated permissions |
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Easily sort, search, and group in any list |
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Consistent navigation throughout promotes ease of use |
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Built-in Help (screen level help, searchable help system, and system user guide) |
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Support for multiple currencies |
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