New Release! PhaseWare Tracker/Self Service Center 3.1

PhaseWare, Inc. has released its latest version of Tracker and Self Service Center. Tracker/ Self Service Center Version 3.1 contains several major new features as well as refinements to existing features.

Major New Features include:

Assisted Knowledge Base Search (optional)
E-Mail Knowledge Base Article Links
Self Service Center Subscriptions
Customer Attachment Storage
E-Mail and Incident Journal Enhancements

 

Both the assisted knowledge base search and the e-mail knowledge base article links can help increase productivity and lower support costs by deflecting calls using automatic knowledge base article selection. When an incident is submitted via the self service center or through e-mail, suggested solutions from the knowledge base are given. If the issue is resolved, the incident is closed. No intervention needed from the service desk agent.

With Self Service Center Subscriptions customers can subscribe to your SSC portal and receive automatic updates about topics of interest to them. RSS feeds are also available when new content matches the subscription.

Some additional features allow agents to add attachments to an e-mail by dragging and dropping files into the e-mail form. Faster recipient selection and recipient clearing is now available. An incident journal enhancement allows a new journal entry to open in a second window so agents can review existing journal articles while creating the new one. Security options have been added for editing certain logs.

These enhancements and many others are now available upon upgrading to Tracker/Self Service Center Version 3.1.

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