Keep your customers issues from falling through the cracks with IssueTrak.
Customer support requests can be assigned automatically and routed to the appropriate person the instant they come in, so your staff can respond as quickly as possible. Built-in workflow ensures that your procedures are followed every time.
With IssueTrak, you make life easier for your customers. They can report their own issues or call in and have your staff submit for them. You can give them the option of searching your knowledge base to solve problems for themselves. They receive updates automatically and can check the status of their requests at any time.
You gain powerful reporting capability, with a dashboard that lets you monitor what is going on at all times, and the ability to track the resources your department uses to resolve the requests you receive.
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Offer 24/7 support to customers around the world
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- IssueTrak's customer support software is 100% Web-based and zero footprint. No installation is necessary on individual computers.
- IssueTrak is easily accessible through a web browser to submit a new service request, check the status of an existing request, or find answers to common issues.
- Offer support to customers in multiple locations from a single application. With IssueTrak, you can provide each of your customers a customized interface.
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Easily assign, track and manage customer support requests
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- IssueTrak will automatically assign new requests and notify the appropriate people based on your preferences.
- When entering a new request (of a type that occurs regularly), you can select a pre-filled request from a drop-down menu and only enter specifics relating to this occurrence.
- Allow your customers to submit service requests via email. IssueTrak will create a new request using the email's content, and then assign and notify the appropriate people. Customers will receive notifications as the status of their request changes.
- Assign numerous tasks within a single support request. Tasks can be assigned to anyone in your organization and can even be given dependency levels or cancelled based on a response to a previous task.
- Administrators can define service level agreements (SLAs) and monitor compliance. Email alerts are sent to individuals or groups when defined service deadlines are approaching.
- Customize your dashboard to show the metrics you care about the most. Easily see the number of unassigned, open and escalated requests, average response time, and open incidents by assignee, type and priority.
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Create and run reports
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- The reporting options available in IssueTrak stretch as far as your creativity will allow. Create and run reports on numerous data fields to use in your decision making.
- Schedule reports for delivery to specific people in your organization via email.
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Organize and search past requests
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- Maintain a collection of resolved issues right at your fingertips. Easily find open and closed issues and requests with simple or advanced searches.
- Create knowledge base articles from resolved requests instantly or write them from scratch.
- Email knowledge base articles to customers with open incidents, keep access to the knowledge base restricted, or allow customers to search your knowledge base and resolve issues themselves.
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Customer Support Clients
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The software is running stable,
strong and meets our
expectations; a rarity in
the software world!
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Dan Orme-Doutre
Microsoft
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Powerful Software
High-quality software with an extensive list of features, the flexibility to adapt to the way your organization works, and impressive ease of use.
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Fast Response Support
IssueTrak's award-winning technical experts, based in Virginia, work quickly to resolve any problems and consistently exceed customer expectations.
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Outstanding Value
Unlimited standard users, 55 free capabilities, and unlimited issues – plus flexible purchase options – make IssueTrak the best value for your investment.
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Mobile Access
Take control of your entire organization in a fast and easy mobile optimized format.
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Deployment in < 1 Week
You can begin using IssueTrak almost instantly. The web-based software is easy to set up – an automated installer walks you through the steps. It can take as little as 60-90 minutes.
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Use Your Own Terminology
Define your own names for issue types, classes, projects, locations and more. Add your own customized fields, screens, menu options. IssueTrak is so flexible it is used by human resources, payroll, tax, executive management, and facilities maintenance in addition to help desk and customer support.
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Market-leading Expertise
IssueTrak is the leading web-based issue tracking solution. Proven over the past 10 years, it is used by 1700+ customers in 36 countries, including Microsoft, Cisco, Johnson & Johnson, EDS, Ralph Lauren Polo, Pepsi, UPS, Verizon, Rutgers, Delta Airlines, and the U.S. Dept. of Defense.
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