A customizable, user-friendly software for IT and customer support desks to track trouble tickets, featuring knowledgebase, reporting, robust query, issue escalation and web self-service modules, and asset management.
One of the standout features of this software is its intelligent issue filing system. With a hierarchy issue structure and skills-based assignment of issues, you can be confident that each ticket is going to the right person for the job. You can also customize user fields to include the data that's most relevant to your business.
The knowledgebase feature allows you to keep track of important information, including an HTML editor to make formatting easy. Product and contract tracking ensures that you're on top of all ongoing obligations, and reports and queries allow you to easily analyze data.
This software also includes expansion modules for customer self-help via the web, auto issue escalation, asset inventory and management, advanced data searches, and Active Directory integration. Email to ticket conversion allows for seamless problem reporting, and a handy iPhone client is available for technicians on the go.
Overall, if you're in need of a powerful and user-friendly trouble ticket tracking software, this is definitely one to consider.
Version 8.1 Build 221: N/A
Version 7.0 Build 166: Build 163 offers a number of product fixes and offers customer reports, using Crystal Reports, as a seperate download
Version 7.0 Build 163: Updates to Spell Check functionality with Outlook 2007. Smaller file size due to custom reports, using Crystal Reports, as a seperate download.
Version 7.0 Build 162: Build 162 offers additional product enhancements and fixes.
Version 7.0 Build 161: Build 161 offers additional product features such as: Launching reports written with Crystal Reports (version 10 or greater), expansion of spell check feature into the Issues Description and Resolution tabs, drag and drop the position of fields on the Custom Fields tab.
Version 7.0 Build 160: Build 160 offers additional product features such as the ability to edit the logo in the "Issue Ticket Report or expanding the amount of criteria able to be defined in the Query Manager. A number of product fixes such as the license verification when upgrading from a previous version.
Version 7.0 Build 153:
Version 7.0 is re-written from the ground-up using .NET. New features include:
-Updated user interface with flowing navigation and new screen layout
-More customization options including custom and required fields
-Relay critical information in real-time with the new Scrolling Message Bar
-Accurate routing of issues to personnel based on group, status, experience or knowledge with the Skills Based Assignment feature
-Organize issues with a public and private Issue Folder Filing System and a new issue hierarchy structure for related issues
-Increased categorization of support requests by status, sub-status, etc.
-Knowledge base includes advanced find functionality, faster organization of knowledge base articles based on category product or keyword. Track usefulness ratings of knowledgebase articles, and format knowledgebase articles with the new HTML text formatting tool (including spell check).
-Updated report functionality (based on Active Reports)
-Apply your Business Operating Schedule to accurately manage and age issues
-New and improved expansion modules run as set-and-forget services. Modules include: customer web-based interface, automatic issue escalation, email receive program for automatically turning email into issues, Active Directory integration, and advanced search tool.
Version 7.0 Build 150:
Version 7.0 is re-written from the ground-up using .NET. New features include:
-Updated user interface with flowing navigation and new screen layout
-More customization options including custom and required fields
-Relay critical information in real-time with the new Scrolling Message Bar
-Accurate routing of issues to personnel based on group, status, experience or knowledge with the Skills Based Assignment feature
-Organize issues with a public and private Issue Folder Filing System and a new issue hierarchy structure for related issues
-Increased categorization of support requests by status, sub-status, etc.
-Knowledge base includes advanced find functionality, faster organization of knowledge base articles based on category product or keyword. Track usefulness ratings of knowledgebase articles, and format knowledgebase articles with the new HTML text formatting tool (including spell check).
-Updated report functionality (based on Active Reports)
-Apply your Business Operating Schedule to accurately manage and age issues
-New and improved expansion modules run as set-and-forget services. Modules include: customer web-based interface, automatic issue escalation, email receive program for automatically turning email into issues, Active Directory integration, and advanced search tool.
Build 150 includes updates to the sample database for evaluators.
Version 7.0 Build 149:
Version 7.0 is re-written from the ground-up using .NET. New features include:
-Updated user interface with flowing navigation and new screen layout
-More customization options including custom and required fields
-Relay critical information in real-time with the new Scrolling Message Bar
-Accurate routing of issues to personnel based on group, status, experience or knowledge with the Skills Based Assignment feature
-Organize issues with a public and private Issue Folder Filing System and a new issue hierarchy structure for related issues
-Increased categorization of support requests by status, sub-status, etc.
-Knowledge base includes advanced find functionality, faster organization of knowledge base articles based on category product or keyword. Track usefulness ratings of knowledgebase articles, and format knowledgebase articles with the new HTML text formatting tool (including spell check).
-Updated report functionality (based on Active Reports)
-Apply your Business Operating Schedule to accurately manage and age issues
-New and improved expansion modules run as set-and-forget services. Modules include: customer web-based interface, automatic issue escalation, email receive program for automatically turning email into issues, Active Directory integration, and advanced search tool.
Build 149 includes bug fixes and enhancements including improvements in security permissions, standardization of issue list windows, etc.
Version 7.0 Build 143:
Version 7.0 is re-written from the ground-up using .NET. New features include:
-Updated user interface with flowing navigation and new screen layout
-More customization options including custom and required fields
-Relay critical information in real-time with the new Scrolling Message Bar
-Accurate routing of issues to personnel based on group, status, experience or knowledge with the Skills Based Assignment feature
-Organize issues with a public and private Issue Folder Filing System and a new issue hierarchy structure for related issues
-Increased categorization of support requests by status, sub-status, etc.
-Knowledge base includes advanced find functionality, faster organization of knowledge base articles based on category product or keyword. Track usefulness ratings of knowledgebase articles, and format knowledgebase articles with the new HTML text formatting tool (including spell check).
-Updated report functionality (based on Active Reports)
-Apply your Business Operating Schedule to accurately manage and age issues
-New and improved expansion modules run as set-and-forget services. Modules include: customer web-based interface, automatic issue escalation, email receive program for automatically turning email into issues, Active Directory integration, and advanced search tool.