Support Tracker

Customer Support Portal

Link your website to your TrackerRMS Case Management Support Portal, allowing your customers to submit Cases, view and update current Cases and search your KnowledgeBase. Cases can be created through the Support Portal, manually through TrackerRMS or directly from an email via Microsoft Outlook. The support portal allows customers to log a case, view open or closed cases and the history and dialogue of the case, upload supplementary documentation and search your Knowledgebase for any shared information available to them.

Account/Contact Case History

Keep track of precisely who has actioned case tasks and who has even viewed a ticket last through the Last Updated field, as a complete history of all activity is stored against each ticket and contact as it goes through to resolution.

View case history at account or contact history to see an overview in a central location.

Priorities and Service Levels

TrackerRMS allows you to create a completely customised process for managing all manor of requests from your customers. These requests can be prioritised at the point of submission and service levels defined at the ticket type level ensuring that you process and action them in the most efficient way possible. You can set the priorities and also define the service levels to which the resolution needs to be sought.

TrackerRMS allows you to customise the Service Levels depending on the criticality of the ticket, so that urgent enquires that may need rectifying the same day are prioritised differently using Red, Amber, Green, than less urgent tickets allowing much more efficient management of your tickets.

Case Dialogue, Messages and Logging

Keeping track of a case is simple when using case dialogue. Case dialogue allows you to record all communication internally and externally, clearly seeing who has said what and when.

Visual colour coding allows you to quickly see the information and allows you to set a number of internal and external tasks and user alerts whilst recording the information.

Touch Time (Split Out)

Support users can now log the amount of Touch Time spent dealing with a case dialogue when entering new dialogue against a case.

There is also a timer next to the Touch Time field showing the amount of time the Ticket has been currently open to aid accurate time recording.

Total Touch Time can be see towards the top of the Ticket record within case record allowing you to clearly see how long you have spent on each case.

Case Assignment, Alerts and Notifications

Receive automatic alerts and notifications when a new Case has been assigned to you.

Also continue to receive alerts via the home page or email should your Case be updated by another individual.

You can setup default assignments to Departments, Teams or Individual Resources to pick up new cases for specific customers by setting the appropriate level in the customer record itself.

Case Workflow

Underpinning the case management function is a series of workflow rules that make the process of case handling very quick and simple by automating all of the standard tasks associated with it. Standard Responses provides 100% personalised templates that you can send to the Contact or Account Manager with all the details about the ticket completed automatically.

Addressing cases quickly is paramount to the success of your relationship with your clients and through Alerts you can make sure you inform the right people immediately that attention is required, and keep up to speed on any new or changes cases within your department.

Outlook Intergration

The TrackerRMS Outlook integration simplifies the two-way communication process with its users. TrackerRMS supports the processing of inbound emails and associates these incoming emails to the correct ticket with a simple click of a button.

New cases can be created directly from an email allowing simple and quick creation of cases which can be automatically assigned to a user or department.

Mobile Ticket Management

Support users can view their cases including the full ticket dialogue and update resolutions whilst out in the field on their mobile.

Dialogue conversations can be managed via the mobile application and completed cases can be closed off from the smart phone with closure emails sent immediately to the customer informing them of the resolution.

Support Knowledgebase Articles

Our Case Management system allows you to share common support issues through the inbuilt Knowledgebase.

Resolved cases can be optionally published back to the Support Portal as an FAQ style knowledge system that your clients can search and read, hopefully addressing their needs before submitting a new case.

Customers logging new cases can have the option of being prompted when entering the case subject of Articles in the KnowledgeBase that may answer their query.

This not only saves them time in submitting new cases, but also gives instant access to KnowledgeBase content.