IssueTrak - Help Desk, Issue Tracking, and Customer Support

MySense

IssueTrak’s flexibility, we have configured three different sites: Help Desk, Issue Tracking, and Customer Support. All three demonstration sites are available for you to use and have been configured based on the most common ways our customers use IssueTrak.

1. Help Desk
This site is set up to mirror a company handling IT Help Desk issues coming from their employees.
Three add-on Modules are activated:
 Incoming Email Module-turn emails into Issues automatically, as well as add notes to existing Issues by simply replying to an automatic email notification.
 Asset Management Module-track your Users’ asset information.
 Surveys Module-automatically send surveys to Users when their issues are closed or create surveys to email or post to a Web site.

2. Issue Tracking
This site is set up to mirror a company tracking business operations across multiple departments, such as:
 Human Resources
 Facilities
 Customer Support
 Security
 Sales
One add-on Module is activated:
 Incoming Email Module-turn emails into Issues automatically, as well as add notes to existing Issues by simply replying to an automatic email notification.

3. Customer Support
This site is set up to mirror a company handling Customer Support and Account Change Requests, in addition to, Customer Complaints and Compliments.
Two add-on Modules are activated:
 Incoming Email Module-turn emails into Issues automatically, as well as add notes to existing Issues by simply replying to an automatic email notification.
 Surveys Module-automatically send surveys to Users when their issues are closed or create surveys to email or post to a Web site.

Each Demo Has 3 User Types Available:

Standard User

User ID: enduser Password: password

This role allows you to see what an end user employee or customer would see. Their visibility is limited mostly to submitting new issues, adding notes and searching on their own prior issues. They also have the ability to search the online Knowledge Base. When an End User first logs in, they're taken directly to the Submit Screen. This role can be expanded to include additional powerful capabilities. IssueTrak includes unlimited standard users, at no additional cost.

Issue Owner

User ID: techuser Password: password

This is the role that is assigned to work on or own the issues. They can edit and close issues, as well as add notes. Additionally, they can search all issues and create Knowledge Base articles. They may also be given the permission to run reports or view the Dashboard. When the issue owner first logs in, they are taken directly to a list of issues that are assigned to them.

Administrative User

User ID: adminuser Password: password

This role is the IssueTrak Administrator. This user has the ability to go in and set up the features within the site. This includes Issue Types and Subtypes, Automatic Assignments, Escalation Rules, Quick Picks as well as the other features which may or may not be turned on in your environment. This user most likely is a manager who will want access to the Dashboard and Reports. The Admin also has access to the User information - if you view any of the users, you can see the various permissions that are available. When the Admin first logs in, they're taken directly to the Dashboard overview screen. The Admin user is set to "Read Only" which means that while you can go into the Administration portion of the menus, there is no ability to edit the set up information.  Additional system administration screens are available to the System Administrator but are not visible within this demo.

http://helpdesk.issuetrak.com			http://customersupport.issuetrak.com			http://issues.issuetrak.com
Help Desk Demo			Customer Support Demo			Issue Tracking Demo
This site is set up to mirror a company handling IT help desk issues coming from their employees.			This site is set up to mirror a company using IssueTrak to track Billing, Television, Internet and Cable issues from their corporate customers.			This site is set up to mirror a university using IssueTrak to track issues across multiple campuses and departments, including Human Resources, Building and Grounds, Campus Safety and other Executive Directives.