Solutions
The DataTrack System improves productivity and workflow
by automating the administration of service and support activities. Its automation
subsystem consolidates and simplifies help desk tasks, such as work order escalation
and routing, into one powerful and easy-to-use tool.
Its import wizard, coupled with Active Directory integration, makes importing from
alternative data sources quick and easy. And, because most features and settings
are ready to go, right out-of-the-box, deployment and implementation are a breeze.
The integrated web client offers end users an easy way in which to submit and view
their requests. Also accessible via the web client, the searchable knowledgebase
offers a wealth of knowledge to end users, allowing them to resolve issues independently.
An ideal blend of functionality, innovation, and ease-of-use, the DataTrack System
enables you to deliver quality service while helping to reduce costs.
Run a professional, efficient service desk
- Track, categorize
and prioritize work requests
with ease.
- Improve responsiveness and keep-up-to-date
with automated
email notifications.
- Improve workflow and ensure timeliness with
automation and escalation.
- Organize work requests into hierarchical folders.
- Improve troubleshooting with detailed information about
requester’s hardware and software.
- Generate detailed statistics and
reports.
Find the information you’re looking for with comprehensive search functionality.
- Customize your software with user-defined fields.
- Automatically route requests based upon criteria using
automation.
- Insert file attachments into each request, asset, user
account, article or company.
Track and support your IT assets
- Integrated, fully-customizable asset management.
- Ensure license compliance with integrated software
license tracking.
- Effortless hardware and software auditing
with the Network
and Workstation Audit plugin.
- Track hardware and software changes through detailed
audit trail and history.
- Associate users with asset information, such as audited
workstations and other peripherals.
Improve user satisfaction and productivity
- Provide quality, professional service.
- Improve response times with email-notifications
and automated escalation.
- Ensure satisfaction with automated follow-up emails.
- Synchronize users with, and authenticate against, Active
Directory with the Active Directory Integration plugin.
Self-help with Web Client and Email Receiver
- Enable users to submit requests and view request history
via the DataTrack Web Client.
- Submit requests via a simple, free-form email with
Email Receiver plugin.
- Enable users to access Frequently Asked Questions
via
the DataTrack Web Client.
- Enable users to search the integrated Knowledge
Base
for the resolution to an issue.
- Easy Password Recovery Notification
helps reduce “forgotten
password” incidents.
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