Web Help Desk Eases Support Services
Support Tracker provides Web help desk services, allowing users to create and submit support tickets through the Web, wherever they may be. As well as the Web, users can submit help desk requests through Lotus Notes as well as through email.
Web help desk requests are automatically routed to the appropriate assignee based on SLAs (Service Level Agreements) and request type profiles. Once a ticket has been assigned, a support notification is automatically sent to the assignee.
Support Tracker's integration with Customer Tracker also streamlines your CRM processes. Selected customers can log on to your Web help desk to submit their own requests, eliminating the need for your personnel to manually recreate a request received by phone or email.