Tracker Administration Features & Benefits

Departments are groupings of individuals within your customer support organization. Tracker allows you to create an unlimited number of departments—you can even replace “department” with a term that fits your organization. You can also set up an unlimited number of department groupings based on your structure, responsible manager or other variables.

You can assign each employee to one or more than one department. Employees assigned to one department will only be able to view and edit incidents in that department—unless you give them rights to escalate or assign an incident to another department.

You can also set reassignment restrictions on a department. For example, you could let first-level support employees escalate only to second-level support—but give second-level support the authority to escalate to any other group in the company.

An unlimited number of security levels are available to you from system-wide default settings to over-ride authorizations. A wide range of user privileges can be customized, from restrictions on views of departmental incident information to authorization for editing problem-ticket information or closed incidents.

The Report Designer and Launcher are flexible enough to provide a broad variety of management reports.  Generic reports are available within the application for customization to your company, or the report designer can be used to create a completely original report.

Reports can be saved in many different formats including PDF, XLS, or HTML. Tracker’s file structure allows for multiple folder levels for storing different report categories.

In addition, Tracker’s open database structure provides the option to use other reporting applications.

Most of the existing screen designs are customizable without requiring programming skills. Change or move controls, add new ones, create custom fields, or add database fields as needed.  Create the screen design you want for your customer support or helpdesk function.