Create a call log, task
assignment system, or complete project approval and tracking
system using this product. The way you define the system
determines how it's used. (If all you really need is a place
to create your own file of frequently asked questions and
answers, the FAQ Tracker product described in the next section
might be a better choice.)
Let users report problems online as they happen and see
the status of problems they've previously reported. Also
let them attach a priority to the problem so you can see
how important it is to them.
Let help desk personnel or supervisors assign priorities
to problems as they occur and pass them on to tech support.
Product can track who's working on what and the priorities
of each individual.
Attach unlimited notes to
any issue (tech notes are separated from user notes).
Require approval for certain projects (approval can be verified
against approver's user profile if desired).
Key in a search word and do either simple or in-depth searches.
If program and file names are noted by tech support when
they're working on issues, then you can key in a program
name and see every issue it has ever been attached to.
Perform historical searches to rank the most frequent issues,
problem programs, problem areas, etc... |