Tracker: Customer Management, Incident Management, Time Tracking, and SLA Compliance
Available from PhaseWare Inc.
Use Tracker to: Manage all forms of customer information: Contacts, Assets, Products, Service Packages, Maintenance Agreements, Email lists, and more.
Instantly access customer information from the information screens: Contacts, Incidents, Billing, Licensing Purchase History, SLA agreements and more.
Track ticket duration from open to close and time spent per ticket.
Track, measure and report service level agreements (SLAs).
Improve billing accuracy, track & analyze billing & support packages.
On-Premise, On-Demand, Hosted, Mobile.
Manage incidents & track customer trouble tickets: All customer touch points from incident submission through resolution to closure.
Manage work-flow through incident work-flow templates.
Group similar incidents into an incident project either public or personal.
Clone an incident to easily split out different issues and create new incidents for them.
Manage incidents through Quick Incidents, Incident Projects & Incident Classification.
Monitor and track SLAs and open incidents in real time using Dashboards.
Group customers based on various criteria.
Configure highly flexible system settings.
Create customized security settings and appropriate security groups.
Use the flexible & customizable Screen Designer tool for graphic and template modifications.