IssueTrak Help Desk solution will help your company to improve external and internal customer support, issue tracking and workflow management.

With IssueTrak issues are handled easier. The option of monitoring what's going on is available at all times. Customers can see their issues and what is happening with them. The support representative can deliver more and better customer support and service.

With IssueTrak you can easily streamline help desk procedures.

-    New issues are automatically assigned based on your preferences.
-    Once a new issue was entered, a pre-filled issue can be selected from a drop-down menu. Then specifics relating to this occurrence can be entered.
-    Tasks can be assigned to anyone in your company. You can select a predefined group of tasks or to create a new task to add to an issue.
-    Once a new issue comes in via email, a trackable request is created based on the email's content. Then the issue is automatically assigned.

IT support requests can be easily assigned, tracked and managed.

-    Service level agreements can be defined and compliance can be monitored by administrators. Once your defined service deadlines are approaching, email alerts are sent to groups or individuals.
-    Being 100% web-based IssueTrak requires no installation. It can be accessed both through a web browser or mobile phone. To check status or to submit support request is easy.
-    Your dashboard can be customized and you are able to see average response time and the number of open, escalated and unassigned issues. You can also open incidents by type, assignee and priority.

Your IT assets can be easily managed.

-    Information about your assets is automatically audited, recorded and maintained in IssueTrak's help desk software.
-    You can link assets to specific users. The issue can be associated with the asset allowing you to view its hardware and software components.
-    Built-in reports and asset search capability will help you to detect trends, locate items and retrieve extensive information about your non-IT and IT assets.

Reports can be created and run.

-    Reports are created and run on numerous data fields. They can be used in your IT decision making.
-    Reports are scheduled via email. They can be delivered to certain people in your company.

User satisfaction can be increased.

-    Users get the ability to submit issues via email, mobile phone or web browser. They also can check on the status of the issue anytime and anywhere saving time of your help desk staff.

A knowledge base of solutions can be managed.

-    A collection of resolved issues can be easily maintained. Simple and advanced searches allow you to find open and closed issues or help desk requests.
-    Knowledge base articles can be created from resolved issues or written from scratch.
-    Customers can search your knowledge base and resolve issues themselves.

Summary:
IssueTrak Help Desk solution will help your company to improve external and internal customer support, issue tracking and workflow management.