A Web Enabled, Lotus Notes Help Desk
Support Tracker is a Web-enabled Lotus Notes
help desk solution 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.
Help Desk Reduces IT Workload with FAQ and Knowledgebase
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.
Streamlined Lotus Notes Help Desk Services
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.
See
our Support Tracker feature sheet
To see Support Tracker in action, please watch our Flash
demonstration.
Support Tracker offers -
- A simplified help desk request process. Tickets can be submitted via the Web or through Lotus Notes. Emails can be copied and pasted into the ticket database. In addition, designated support email addresses can be configured, wherein received emails are automatically transformed into tickets.
- Tickets can be created for employee or customer
- Child tickets allow complex issues to be broken down and modularized in a multi-step process, much like tasks and sub-tasks.
- Supports a work order process, using ticket templates. When one ticket is closed, another can be automatically generated, based on the template.
- Integration with Customer
Tracker allows customers to submit support requests over the Web
- Integration with Project Tracker allows important tickets to be converted to projects or tasks, providing an integrated project and support environment for IT
- Mail-in configuration and threaded response
- Configure a help desk RSS feed
- Automatic
assignment with notification, routing, and escalation of requests via
request
type profiles and Service Level Agreements. This workflow ensures proper
prioritization, resource allocation and improved response-resolution time
- Automated SLA agent, which sends reminder emails/ escalates tickets when
expected response/ completion has passed
- Detailed support issue information for empowered decision making, including:
These reports can also be copied and pasted into emails, allowing managers to send detailed support newsletters to their entire team in 2-3 mouseclicks.
- Detailed support services reports available through the Tracker
DataWarehouse, inlcuding support
ticket pie graphs, OCE reports and ticket bar charts
- Simple access to customer support contracts for improved service
- Organic
Knowledgebase offers users a rapidly developing, easily maintained self-help
resource, easing the support service workload
- Threaded e-mail
discussion with requestors by incident
- On-line discussion forum
- Complete history of help desk requests for issue tracking
- Custom field support
- Pager notifications at specific support times for improved response
- Reports on requests by system, type, priority, department, and technician
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