Tracker Incident Management Features & Benefits

Enables you to view relevant history and related solutions, manage billing and SLAs, create follow-ups, add notes and attachments.. anything that will contribute to resolving the problem and keeping track of information. And you can keep an audit trail of important events automatically and observe how much time was spent creating entries to the ticket.

Use templates to control multi-step activities such as trouble-shooting common problems or managing a common project. Control workflow by using a template to create task dependencies; Assignments can be easily created and sent to the appropriate department or person.

A parent incident can be created to gather records of problems or known issues that affect more than one customer. Customers can be related to the parent incident for ease of management and closure of multiple instances of the same incident. All related customer records can be updated simultaneously during the course of analysis and resolution. You can even search for customers who have a common issue. Data management is simplified with drag and drop functionality.

When your employees receive a standard support incident they can handle on the first contact, Tracker’s quick incident capability lets them record it with just a few keystrokes. You can customize quick incidents in a number of ways, including requiring selection of a customer and contact; allowing or requiring entry of a note; and recording time spent on the quick incident.

Keep related incidents together, organize them into folders, secure and share them as you wish, and view statistics on the entire folder: aging, total time spent, billable etc.

A classification hierarchy with as many levels as needed is available to organize incidents and use them for future analysis. A drop down menu expedites classification. A comparison can be shown between the initial contact diagnosis and the final resolution to improve troubleshooting capabilities.

Track incidents and SLAs in real time at a glance. Gauges and charts are available to show information by department or individual, to track SLA on-time response, or to monitor incident levels.