Support TrackerTM is a Web-enabled Lotus Notes help desk which eases the workload of your IT support departments and accelerates the problem-response-resolution process for optimal operational efficiency, all through the Lotus Notes / Domino messaging platform already in place.
First, this Domino based collaborative help desk provides FAQ and organic knowledgebase functionality for user self-help, which can be accessed through any Lotus Notes client or over the Web. Allowing users to resolve typical issues by themselves speeds their resolution time, increases the user's skills, and saves your support personnel time which can be better used resolving serious help desk issues.
When a user has a problem they can't resolve on their own, Support Tracker simplifies the request process by allowing them to submit a help desk request through an email, a Lotus Notes form or the Web. Our collaborative help desk solution offers assignment weighting based on Service Level agreements and/or request types ensures more urgent requests are immediately routed/ escalated to the appropriate person, guaranteeing that departmental obligations are met. Submitted help desk requests are assigned, tracked, evaluated and closed all within a central location. See Support Tracker Roles & Responsibilities for a review of its impact on typical user roles.