The core concept of TrackerRMS is having all the information about your clients in a single system which drives exceptional levels of intelligence about your clients and their users/contacts.
With the Solution Centre, your support team can interrogate all existing tickets so save time on similar resolutions and even publish these resolutions to the Support Portal for your customers to view themselves in the form of the FAQ service.
These tickets are audited to the most granular level (even opening a ticket for viewing) and stored against the appropriate Contact, Account and Account Manager to ensure all parties are in communication as the ticket gets resolved.
The Solution Centre gives you a wealth of information concerning existing tickets that have been processed and is powered by our intelligent full text search engine allowing for full or part words and phrases to be searched. The one-click resolution then ensures that this information is associated to the current ticket so no double keying.
The Ticket Management system also allows you to share common support issues through the inbuilt Knowledgebase. Resolved tickets can be optionally published back to the SupportPortal as an FAQ style knowledge system that your clients can search and read, hopefully addressing their needs before submitting a new ticket.
As each person actions, assigns, send a response in relation to or even opens a ticket, the history is logged and accessible via the ‘History’ tab. This ensures a comprehensive audit trail of the life of a ticket from submission to resolution.
All tickets submitted can be associated to a particular Contact and Account allowing you to see the quantity and types of tickets raised by each of your Accounts and the Contacts within those Accounts. This association also allows the Account Managers to keep informed of the tickets being raised by their clients and also automates the process of sending communications back out to either the Contact or the Account Manager.
