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A Global Service Management System. The main objective of TrackService is to help analysts and managers achieve 100 percent customer satisfaction. Closing the loop on service and keeping the customers informed assist Help Desk managers in accomplishing this lofty goal.

TrackService provides a web front end for analysts and customers to enter their own service tickets. Tickets are prioritized and assigned to groups of analysts to work the calls. Tickets are also assigned a scheduled time of service and customers are optionally informed via email of the progress in their calls. Analysts are also informed of calls as they arrive in their queues. Optionally, as the calls are closed, customers are also informed of the new call status, giving the customers a chance to accept closure.

Daily reports are emailed to Help Desk management to keep them informed of help desk workloads and escalation needs. Monthly reports are provided using Microsoft Excel to keep tabs on the most productive analysts, problem areas like Email server problems or network connectivity issues. Custom Service Level agreements can be measured on time to solve calls, time to acknowledge calls, etc.

Because TrackServiceä is web based and only uses server side components, your analysts and customers can be located globally with net access. There is no need for a special client install and the software works on a variety of platforms like Windows, Mac, PocketPC, and Unix.

Last but not least, the system is totally customizable at the customer site. It is developed using ASP/Vbscript on a Windows NT/2000 platform and it uses Microsoft SQL Server 7.0 or above for its database management system.

Features

  • Internet Web front end to manage service tickets.
  • SMTP email notification of new tickets.
  • Tickets are assigned to groups so multiple analysts can work the queues.
  • Sales module provides for customer job accounting, invoicing, and accounts receivables.
  • Asset Management module tracks customer equipment and software installed as well as equipment warranty and support contracts.
  • Uses Windows Authentication for analysts and customers. Passwords are kept by Windows NT/2000 authentication.
  • Certified to work on Windows servers.
  • ODBC and WebQuery access to data for seamless reporting.
  • Standard reports are provided in Microsoft Excel and Microsoft Access.
  • Other reporting tools like Crystal or SQR are also supported.
  • Database replication for hot backups
  • Unlimited number of analysts and customers.
  • All source code is provided at time of purchase.
  • Quarterly upgrades are provided for customers with contract maintenance.
  • 24x7 email support with 8 hours response time.

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