Use the box below to explore how IssueTrak’s Customer Support software addresses common support problems.

IssueTrak’s customer support software solution is powerful enough to make a difference in any organization, yet simple and easy to use. With IssueTrak’s 100% Web based, customer support and service software you can:

Offer 24/7 support to customers in multiple locations around the world

• IssueTrak’s customer support software is 100% Web based and zero footprint, no installation is necessary on individual computers.

• IssueTrak is easily accessible through a web browser to submit a new service request, check the status of an existing request or find answers to common issues.

• Offer support to customers in multiple locations from a single application. With IssueTrak, you can provide each of your customers a customized interface.

Easily assign, track and manage support requests

• IssueTrak will automatically assign new requests and notify the appropriate users based on your preferences.

• When a repetitive issue, you can select a pre-filled issue from a drop down menu and enter only specific information about the issue.

• Allow your customers to submit service requests via email. IssueTrak will create a new request using the emails content, and then assign and notify the appropriate users. Customers will receive notifications as the status of their issue changes.

• Assign numerous tasks within a single support request. Tasks can be assigned to anyone in your organization and can even be given dependency levels and cancelled based on a response to a previous task.

• Administrators can define service level agreements and monitor compliance. Email alerts are sent to individuals or groups when defined service deadlines are approaching.

• Customize your dashboard to show the metrics you care about the most. Easily see the number of unassigned, open and escalated issues, average response time, and open incidents by assignee, type and priority.

Create and run reports

• The reporting options available in IssueTrak stretch as far as your creativity will allow. Create and run reports on numerous data fields to use in your decision making.

• Schedule reports for delivery to specific people in your organization via email.

Organize and search past requests

• Maintain a collection of resolved issues right at your fingertips. Search your open and closed issues based on one or numerous fields.

• Create articles from resolved issues instantly or write them from scratch.

• Email articles to customers with open incidents or allow staff and customers to search your articles to help them resolve issues.

View complete feature list.

To see an online demo, request pricing or contact an IssueTrak representative please fill out our online request form.