We can reduce the amount of time it takes to make a request, the time it takes to respond to it and the time it takes to properly manage and organize everything that needs to happen in between in order for it to get resolved. No more paper work orders. No more being expected to remember multiple verbal IT requests. Our request tracker offers:
- Fast Resolution
It’s all about the details…
With a customized privilege system, only those who need access have access and only those who should see certain activity or information can see it. This reduces the information clutter and ensures that key information is clearly visible.
Queues and Custom Fields
Organize requests by any type or function. To further organize and track things we can also assign custom fields. For example, have one queue each school in your district and a custom field designating what type of service the request relates to.
Rather than forcing users to log in and learn an unfamiliar web form, they can create a request by simply sending an email to a support address.
Furthermore, our system coordinates sending messages to all the people associated with the request. This ensures that no one gets left out of any important parts of the conversation.
Templates and Auto-Reply
Our request tracking system allows us to use custom templates and actions based on specific events, this includes the ability to auto-reply when a ticket is created or to notify a requester when their issue has been resolved.
Ownership and Accountability
Taking or being assigned a request gives ownership to a person. It then is their job to see that the tasks required are completed or to delegate the request to someone who can.
Combining ownership with an (optional) resolution email sent to the requester helps to create ground level accountability.
Combining privileges with shared queues promotes teamwork that helps ets things done. Rather than visiting a site to do your own tasks, with a shared queue you can see what else is open and handle it accordingly. This ensures that the ball always gets moved forward as circumstances allow.
Queries and Graphs
With a rich set of data in hand of requests, their associative information such as status, priority, dates and other information, it would be a waste not to put it to good use. Our tracking system allows you to perform advanced queries and to create graphs to richly display that information. You can also export the data for processing outside of the interface.
Want to save yourself the trouble of logging in every morning just to get a list of the requests you own sorted by priority and then last updated date? With our request tracker you can have the system automatically email you this and any other report on a regular schedule.
Like our network monitor, we’re always looking to improve things. For example, our request tracking system includes Priority based coloring, Link Status based coloring, GANTT Charting of requests, Gravitar integration, Google Calendar integration, Knowledgebase Articles support and an Asset Tracker to name just a few.
Backups, Backups and yes… Backups
Our request tracker server is covered under a SLA in an industry leading data center. We image it nightly and weekly allowing us to bring it back online in minutes if there is ever an issue. In addition, we snapshot the database multiple times per day.
Hosted Queues or a Dedicated Tracker
For our smaller clients, we can host a queue on an existing shared system. For larger organizations or those who wish to maintain their own unique sequence of numbering for requests we can host a dedicated request tracker.
For more information, please contact us.