Attachments

Add files of any size and format to Issues, Users, Organizations, Projects, Knowledge Base Articles, *Assets and *Surveys.

Auto Assignments

Minimize issue queue backlogs by routing issues based on pre-defined criteria.

Calendar & Reminders

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.

Email Notifications

Keep submitters, assignees and other interested parties updated through email. Customize messages in your own words with the information you wish to include.

Embedded Images and Rich Text

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.

Escalations

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

Work related issues simultaneously through Global Issues. 

Installation and Upgrades

Provide basic information to our Installation Program and be up and running in less than 30 minutes.

Issue Auditing

Store and archive issue audits for compliance and legal purposes.

Operation Schedule and Time Zone

Adjust time calculations based on your operating schedule and server/user time zone discrepancies.

 

 

Organization and Group Filters

Make specific Quick Picks, Issue Types, Tasks, etc. available only to members of certain Organizations and Groups. Create specific Site Colors, Knowledge Base Articles, Projects, etc. seen only by members of certain Organizations.

Project Management

Estimate and track timelines, expenses and progress across multiple issues through Projects. Track multiple Projects through Project Categories.

Quick Picks

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.

Recurring Issues

Submit routine issues such as warranty expirations, maintenance, administration, etc. on pre-defined schedules using Recurring Issues.

Service Level Agreements

Set and monitor expectations for first response and resolution times through Service Level Agreements.

Service Contracts

Subtract Labor Hours from established customer Service Contracts.

Schedule Agent Availability

Schedule agent availability in the Calendar. Re-route auto assignments and email notifications when agents are out-of-office.

Screen Pops

Integrate a compatible phone system to populate caller details on the Submit Issue screen and caller-entered issue numbers through the View Issue screen.

Solutions

Close all your issues with consistently professional messages by creating pre-defined Solutions.

Workflows & Task Management

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.

System Structure

Manage issues and users by:

• Organization: primary structural units such as Companies, Subsidiaries, etc.
• Location and Region: small and large geographic units such as Districts, Areas, Sites, Buildings, Rooms, etc.
• Department: functional units such as Accounting, Administration, Marketing, IT, etc.
• Group: role-based units such as End Users, Employees, Customers, Managers, Technicians, CSRs, etc.

Structure issues and reporting by:

• Class: general categories such as Incidents, Change Requests, Internal Issues, etc.
• Type: descriptive categories such as Operations, Shipping/Receiving, Hardware, Software, etc.

Subtype: detailed sub-categories of specific issue types and higher level subtypes

 

 

Customizable System Options

Site Appearance

Customize your site’s color scheme, title, logo images and Dashboard spectrum.

Site References

Define your own terminology for how issues, issue subjects, issue types, projects and locations/regions are referred to throughout your site.

Issue, User and Organization Fields

Create your own drop-down, text and date fields for Issue, User and Organization records. Make these fields “Required” and/or “Private.”

Menu Options

Add your own Menu Options within the interface for easy access to other Websites.

User Self Service

Web-based Access

Deploy your site over the internet or your company’s intranet with no client-side installation required by your users.

Knowledge Base

Offer 24-hour access to FAQs, common resolutions, standard procedures, product and service information, etc. Permit users to search and view public articles without logging in using Anonymous Access.

Password Reset

Allow users to change their IssueTrak and *Active Directory passwords using Self Service Password Reset.

Self Registration

Let new users self-register from the Login screen. Have the system email passwords or give users immediate access through Self Registration with Instant Access.

Reporting

Dashboard

View key metrics at-a-glance in a graphical display. Filter results by Issue Class.

Summary Reports

Run built-in reports with date range and sorting options.

Searches and Saved Searches

Search, Save and Share issue criteria using a variety of output and sorting options.

Report Writer

Design and Share custom Queries and Reports from the Report Writer.

Scheduled Reports

Email Saved Searches and Reports in Excel or HTML to interested parties on a routine basis.