Web Help Desk
Streamline Support Services, Track Performance and Measure Results
Support Tracker.Net is a 100% Web based help desk system that improves support services by simplifying ticket creation, smart ticket routing, automating workflow and providing functions for tracking ticket status and help desk performance.
Simplify Ticket Creation and Workflow
Ticket creation and submission are easy. Users select a category and priority for the ticket using pick-lists, and provide issue details as well as attachments, such as screenshots or error logs. If an issue is reported via Microsoft Outlook, the user can drag that email into the Support Tracker.Net folder to automatically create a ticket. Support Tracker.Net maps to your help desk matrix, with multiple category and priority profiles that can dictate routing.
Support Tracker.Net provides searchable, sortable views of both open and closed tickets in the system, as well as views of tickets by assignment and category. A configurable, color-coded ticket dashboard is included, which users can embed in an email for an on-the-fly support newsletter.
As work on the ticket commences, the ticket’s status notes are updated. Tickets are easily moved vertically or horizontally in the support service chain. If the ticket issue becomes critical it is escalated for immediate attention, whereas if the ticket’s importance is downgraded, the ticket is deferred.
Web Help Desk Tickets
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Integrate Support with Projects and Assets
Support Tracker.Net integrates with Project Tracker.Net, a Web based project management system. If a ticket enters the system that is better suited to be a project or task, it can be converted to one with the click of a button, with no need to re-enter data.
Asset Tracker.Net, another upcoming release, will also integrate with Support Tracker.Net, allowing organizations to attach support tickets to related assets.
Support Tracker.Net also feeds data to the Tracker Data Warehouse, a Web based reporting engine. Through the Tracker Data Warehouse, organizations can generate reports to track the performance and measure the results of their support services, including Open/Closed/Escalated Tickets, Ticket Pies, Help Desk Trends and more.
Support Tracker.Net Features
- Simplify support ticket creation with category and priority picklists.
- Track ticket status with configurable, color coded support ticket dashboards that can be emailed.
- Improve support service response with smart routing of tickets.
- Configure automated email notifications of ticket assignment and closure.
- Manage support service chain with functions for ticket escalation and deferment.
- Tickets can be created for other users or customers.
- Maps to your support services model with multiple, configurable profiles for ticket category and priority.
- Generate reports on support service performance and results.
- Convert support tickets into projects or tasks.
- Attach tickets to assets to facilitate help desk coverage.
