Innovative Features. Impressive Ease of Use. Adaptable to your Organization.
The result is a higher level of service to both internal and external customers, greater efficiency and reduced costs.
IssueTrak software contains superior features because development is customer driven – every new release contains dozens of feature requests from customers.
Take a look at what IssueTrak has to offer and learn why when issues matter as much as yours, you can only trust IssueTrak.
Delegate pre-defined and ad-hoc actions using tasks. Initiate pre-defined processes such as change management, new hires, etc. using task groups. Make users other than issue assignees temporarily responsible using next actions feature.
Keep submitters, assignees and other interested parties updated through email. Customize messages in your own words with the information you wish to include.
Provide basic information to our installation program and be up and running in less than 30 minutes.
Organization and Group Filters
Embedded Images and Rich Text
Escalations
Make specific Quick Picks, issue types, tasks and more available only to members of certain organizations and ggroups. Create specific site colors, knowledge base articles, projects, etc. seen only by members of certain organizations.
Use rich text options to embed image files, format and spell check text, as well as insert tables and hyperlinks within issues and knowledge base articles.
Ensure prompt responses by both submitters and assignees through escalation rules. Send email notifications, change field values, add pre-defined notes and close abandoned issues.
Global Issues
Service Level Agreements
Issue Auditing
Work related issues simultaneously.
Set and monitor expectations for first response and resolution times.
Store and archive issue audits for compliance and legal purposes.
Operation Schedule and Time Zone
Automatic Assignments
Project Management
Adjust time calculations based on your operating schedule and server/user time zone discrepancies.
Minimize issue queue backlogs by routing issues based on pre-defined criteria.
Estimate and track timelines, expenses and progress across multiple issues through Projects. Track multiple projects through project ategories.
Quick Picks
Recurring Issues
Schedule Agent Availability
Turn common issues into Quick Picks available on the submit issue screen and *which can be sent in via email. Include pre-defined field values, tasks and attachments. Invoke Quick Pics when an issue is submitted via email.
Submit routine issues such as warranty expirations, maintenance, administration, etc. on pre-defined schedules.
Schedule agent availability in the calendar. Re-route auto assignments and email notifications when agents are out of the office.
Service Contracts
Calendar & Reminders
Screen Pops
Subtract labor hours from established customer service contracts.
Schedule issue and task events in day, week or month formats in the Calendar. Set up email notifications and reminders from the calendar or from required and target dates on an issue or project.
Integrate a compatible phone system to populate caller details when submitting new issues. Caller-entered issue numbers open corresponding issue for support agents.
Solutions
Attachments
Close all your issues with consistently professional messages by creating pre-defined solutions.
Add files of any size and format to issues, users, organizations, projects, knowledge base articles, *assets and *surveys.
Need a visual of your organization's status on-the-go? With IssueTrak Mobile, you can view a comprehensive and visually extensive summary of your organization. View as little or as much information as you need to optimize your organization's mobile experience.
A mobile product is only as good as its user customizations. IssueTrak Mobile is tailored to the needs of each individual user in your organization. The My Issues interface gives the users in your organization the tools they need to manage workflow and stay informed.
Nothing robs efficiency more than solving the same issue more than once. With IssueTrak Mobile Knowledge Base, your users can view solutions to previously solved issues right from their mobile device. Increased efficiency and performance are only a click away with IssueTrak Mobile Knowledge Base.
Search
Maintain
On-Demand
Like your own personal Private Investigator, IssueTrak Mobile is standing by to quickly and effectively locate the information you need no matter where or when you need it.
Issues don't take lunch breaks and neither should your organization's efficiency. IssueTrak Mobile enables your users to maintain operations at any time of the day.
Your organization's time is valuable, so why put gaps in your efficiency with slow-to-update processes? With IssueTrak Mobile, your updates happen as fast as you can click the Update button.
Deploy your site over the internet or your company's intranet with no client-side installation required by your users.
Offer 24-hour access to FAQs, common resolutions, standard procedures and product and service information. Permit users to search and view public articles without logging in.
Let new users self-register from the Login screen. Have the system email passwords or give users immediate access.
Password Reset
Allow users to change their IssueTrak and *Active Directory passwords.
