Helpdesk Tracker
Helpdesk Tracker is a self-contained, simple but well featured helpdesk call logging system. It will run on all Windows platforms or alternatively on a network drive so that up to 8 named operators can log and track calls. It features easy transfer of call ownership, query searching, things-to-do and the ability to view and filter open and closed jobs. This was written for use at university where it has served well for two years. This version is totally free and has no limitations imposed.
There are many companies in the field of Helpdesk Tracker systems. Lencom Software Inc. is a privately held software development company providing Internet related solutions. Founded in 1999, the Canadian company has made significant progress in the creation of revolutionary e-Tools that deliver scalable e-Business solutions including Web Site promotion and Statistics. Despite the economic slowdown in 2000 – 2002, Lencom Software continues its strong growth and expansion. The company is interested in spreading its unique technology and is looking for strong business partners and alliances.
Similarly, Konica’s Helpdesk Tracker System is an automated web-based issue management system that allows your business to concentrate on customers’ questions, not on the communication infrastructure previously needed to resolve them. Helpdesk Tracker enables fully automatic tracking of all internal and external issues by defining a workflow through which issues are moved from inception to resolution and closure. All of your customers’ issues are worked with and tracked from within a web browser-enabled user interface using Konica’s open architecture, making Helpdesk Tracker easy to learn and easy to use.
Helpdesk Tracker can be tailored to meet the unique needs of your business. User roles are defined based upon the organization of your business and issues are routed according to these roles. The strength of Helpdesk Tracker is its automation. With this system, issues are automatically moved quickly and easily to their resolution. Konica’s Helpdesk Tracker Features can be summarized as below:
• Open architecture.
• Workflow automation.
• Web browser-based interface.
• Email notification.
• Reporting and knowledge base.
• Easy to use and setup.
Let’s see how it works. Konica’s Helpdesk Tracker can be completely customized to fit your needs, but the premise upon which it is built is simple. A team within your organization answers incoming calls from your customers and submits them into the Helpdesk Tracker workflow. These calls are automatically forwarded to an administrator, who receives an email signaling the presence of an issue. The administrator chooses the person who can best resolve the issue and assigns the issue to that person. When the issue has been resolved, it is automatically returned to the person who initially handled the call, who can contact the customer with the answer to their question. Helpdesk Tracker also includes a feature that will automatically email the customer with the resolution. Further, automatic email notification guarantees that users know when an issue has been forwarded to them, eliminating the need for them to follow up, and ensures that no issue slips through the cracks.
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