Help Desk Support Software

help desk. support desk. service desk.

whichever desk you occupy, we can make it faster, more efficient, and headache-free.

simple + consistent

Submit, track, and handle tickets the same way. Define the process the way you want it, and your team can stick to the plan. Every time and always in one place.
bells + whistles

Reduce errors with predefined values in dropdown fields. Find out instantly who’s handling requests. Generate easy and accurate reports to get insight into trends and which departments need more assistance. Centralized communication lets you update issues and respond to user questions faster. Link assets to issues to identify problems with equipment you’re tracking. Fancy, we know.
pick up the pace

Watch response times take a nosedive and customer satisfaction soar when you automate how your team handles requests. Stay informed with email notifications that make it easier to respond quickly. Set up flexible business rules to keep issues moving along to completion. Resolve and close tickets from anywhere using email, web login, and mobile access.
help people help themselves

We know you’re popular. We don’t mean the awesome kind of high school popular. We mean the everyone-in-the-company-wants-your-attention kind of popular. No need to disappoint your fan club. Point them towards a robust Knowledge Base that’s easy to navigate and search.

No issue too complex. No issue left behind.

issue submissions

Enjoy quick and easy web-based issue/request submission directly through your site. Users go to your specific site and see only the information you want them to see. Allow users to also search your Knowledge Base to do their own troubleshooting. Brand your site with your logo and messaging to keep a consistent image for your customers.

scheduled / recurring issues

Improve efficiency for repeating inspection or maintenance requests by automating the process. Set up fixed schedule submission for routine issues—assign, track, complete, report.

auto assignment

Assign issues based on predefined criteria to help minimize issue queue backlogs.

global issues

Connect your issues! Allow multiple users to submit issues for the same problem, and link multiple issues for cascading updates, edits, and closings. Link similar issues without a cascading update, and submit linked issues based on user or organizational criteria.

escalations

Automatically escalate issues that have been open or idle for too long. Change field values, add predefined or private notes, send email notifications, and close abandoned issues. Stay on top of your issues before they escalate above you!

issue auditing

Track changes to issues at the field level.
Ensure changes made are valid and reportable.
Access old values and changed values.
Get information on who completed the change and when.
Archive and store issue audits for compliance and legal purposes.
Access archives by searching or viewing the change history.
Access CSV files of archived records stored on the web server.

stopwatch

Managing client expectations just got simpler.

service level agreements

Improve accountability, quality of service, and compliance by monitoring response times and issue close rates.

Set reminders and alerts to monitor response and resolution goals.
Set issue “severity” and corresponding response and resolution times.
Tailor customer agreements; define service levels based on issue severity.
Monitor compliance for first response and resolution times.
Access at-a-glance stats through the Dashboard.

I’d also like to share that one of the deciding factors to go with Issuetrak was the support of your sales/technical staff. As a government agency, we have to be careful with every penny so we spent a great deal of time researching and investigating help desk solutions before making the purchase. The ability of the sales/technical staff to answer questions, as well as their willingness to help, influenced our decision. And, of course, the product did meet our needs.

Bernadette LantzWashington County Government Center

Help your users help themselves with a self-service information center.

knowledge base

Empower your users with the information and support they need to resolve issues quickly, efficiently, and independently. With the Knowledge Base feature, create your own web-based reference area for accessing FAQs, common resolutions, standard policies and procedures, and product and service information.

Create KB articles ad hoc or from issues in your system.
Include special formatting, embedded links, images, and attachments.
Provide users both Quick Search and Advanced Search options.
Create various levels of user access to articles.
Decide who can add, edit, and delete articles.

You’ve got mail.

alerts + notifications

Submit and update issues and requests directly into Issuetrak with a simple email. Built-in email notifications alert you whenever users interact with issues, such as adding notes. When an issue is closed, you’ll get an email with the solution. Incoming Email streamlines how you create, submit, and update issues across your entire organization and can be used with any mobile device.