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Issue Tracking Management

Quickly and accurately resolve issues.

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Download PhaseWare's Issue Tracking Guide to learn more about our solution. *guide will be sent to your e-mail

PhaseWare's issue tracking solution will improve your agent productivity by providing a single interface for managing customer information, prioritizing cases, documenting cases, monitoring performance and much more.

Automatic Communication

Automatic Communication

Respond to incoming e-mails automatically with integrated email support for outlook. Easily set up e-mails to be automatically sent when certain conditions arise.

Workflow Automation

Visual Workflow Automation

Configurable workflows and customizable business rules allow you to create easy-to-follow, consistent processes while enforcing compliance to standard issue tracking procedures.

Single Interface

Single Interface

PhaseWare’s issue tracking solution will improve your agents' productivity and performance by providing a single interface for managing all user information, prioritizing cases, documenting case histories, researching solutions, managing tasks and alerts, escalating cases, and monitoring performance.

Powerful Searching

Powerful Searching

Keep a searchable repository of frequent responses to common issues. When creating a new case/issue, a built-in function will quickly pull up a ranked list of pre-stored responses that can be used in resolving the current case. The correct response is then pulled into the case notes without having to copy or paste. The response can then be e-mailed from the case to the customer in a matter of seconds.

The PhaseWare Solution

The PhaseWare Solution

PhaseWare’s Issue Tracking solution will help you organize, track and measure your support efforts. This will enable you to stay on top of pressing issues, regardless of volume, and regularly monitor the performance of your customer support agents.

Knowledge Management

Knowledge Management

Natural-language search provides a ranked list of potential solutions from a variety of sources—FAQs, articles, stored responses, and previous issue tickets — when opening a new issue ticket.

Complete View

Complete View

Robust customer or case histories, including past activity by product, customer, classification, or other key data points better prepare agents to serve individual customer needs.

Issue tracking software requires several key features to become a viable solution. PhaseWare offers those key features and many more:

Task Processing

Task Processing

Capture, classify, and assign issues to the right department to streamline issue tracking and ensure timely resolution.

Data and Reporting

Reporting

Aggregated customer and issue ticket data provides a foundation to analyze and identify potential product or service improvements.

Improving Resolution Times

Multichannel

Track and manage customer issues through multiple channels, including voice, e-mail, and chat.

PhaseWare issue tracking solution will help align your people, processes, and information to better serve the needs of your customer communities, while helping your organization remain helpful, relevant, and engaged.

Want to see our issue tracking solution in action?

Don’t wait. Request a demo to see how our software can help your customer support workflow.

Have questions? Click Here to contact us and ask.

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FEATURES
FEATURES
  • Customize & Configure
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SOLUTIONS
SOLUTIONS
  • Customer Service & Support
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  • Issue Tracking
  • Mortgage Solution
PRODUCTS
PRODUCTS
  • Tracker Beyond
  • Tracker Desktop
  • Tracker Mobile
  • Self Service Center
  • SSC Mobile
  • Event Engine
Start My Free Trial

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