Whether it is a Call Center of a large service company or an IT Help Desk in a mid-sized business, your daily operation relies heavily on efficient issue tracking. Without unified issue tracking environment request tracking becomes a tough challenge for any business.
Comindware Tracker provides a highly scalable and easily configurable issue tracking tool and enables capturing and management of all kinds of IT and business issues, such as:
- Employee Help Desk requests
- Resource access requests
- System maintenance requests
- Change requests
With web-based issue tracker by Comindware you can easily centralize issue capturing and tracking, improve issue handling times, stay on top of the issue tracking status and set the workflow up exactly how you need it.
Flexible Issue Tracking Workflow
Visual Workflow Builder makes it a easy to set up a issue tracking process matching particular case attributes like issue priority level, status transition conditions and security permissions.
- Timely and accurate ticket routing and notifications
- On-the-fly changes to automated issue tracking workflows
- Sequential or parallel workflows
- Escalations based on inactivity and due dates
- Pre-defined alternative assignees
Web-Forms for Issue Submission
Easily design issue tracking forms and standardize ticket submission:
- Graphical form builder available via any web browser
- Configurable tabs and data fields
- On-the-fly changes to online forms
- Files attachment to form submissions
Collaborative Issue Resolving
Discuss and collaborate on issues, tack documents and share knowledge in online issue tracking software - get your team engaged in daily processes and ensure maximum productivity.
- Creating and updating issues by email or from mobile interface
- Easy attachment of supporting documents
- Single environment for issue tracking, document management and collaboration
- Easy integration with Outlook, SharePoint and Active Directory
Clear Accountability and Reporting
Gain real-time visibility and control over the issues and identify process bottlenecks.
- Transparent view of the issue tracking process and current status
- No passing the issue and assuming someone else is handling it
- Reports on efficiency of the process, specific case or customer service agent performance
- Scheduled automated reports
- Clear, automatically-generated audit trail
- Integration with existing systems using open API
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Issue Tracking Challenges
One of the biggest challenges faced by companies who care about high-quality customer service is choosing the best fit from the bulk of issue tracking systems and workflow software available on the market. Requirements for tracking software are different from one company to another, but the key requirement is similar for everyone — the tool must be simple enough, so that the team would embrace issue tracking and get benefit from it.
Note that overly complex systems force the team to work in a tool where they spend more time on the tool then the issue, and their performance suffers as a result. Complexity brings hidden costs because time and money are wasted on training, users avoid using the tool and as a result fewer issues are reported by customers, more issues are lost or support is delivered not quickly enough, and your customers end up frustrated.
Comindware offer a highly customizable and powerful issue tracking tool, while keeping it simple and making sure that your team is never overwhelmed with features they would hardly ever use. There are no hidden complexity costs.
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Comindware® provides both on-premise and in Cloud deployment options as well as enables flexible transition between these options if needed.
