Tracking System
Tracking System | Incident Management
VISUAL | ORGANIZING
- Advanced reporting with charts and pie charts
- Service management in different ticket queues
- Structure service queues with categories and versions
- Follow up service quality by status and resolutions
- Create extra fields for additional information on queue level
- Editable default resolutions
- Flexible filtering by queues, categories, versions, status and resolutions
- Show accumulated time sheet entries
- Select columns to display
OPERATIONAL | CREATING
- Create tickets and add comments
- Use restricted comments for internal communication
- Assign tickets to users and groups
- Auto-assign tickets according to categories
- Convert tickets to tasks and add time documentation on click
- Use pre-filled time documentation entries
- Convert emails to tickets
- Set "Created by" flexibly
- Define multiple escalation structures for controlling service quality
- Set "overdue" and/or "close pending" automatized
- Configure automatized mail handling on queue level
- Interlink queues to projects
- Link entries and attach files
- On click access to file storage
- View versions of attached files, revert deleted files
- Create canned responses, preview and edit text while commenting
- Manage multiple tickets at once
- Print working receipts for filing
- Get notification emails on preferred level
- CC-feature: Use addressbook search to notify external contacts
- Option "do not notify" about changes
- Full text search
SAFETY | SECURITY
- History function
- ACL - sophisticated access control system
- Advanced configuration for assignments
- Configurable approval process
- Restriction of tickets to creator or group
- Allow / deny votes and bounties
- Forced, default and personal preferences
DATA EXCHANGE | CONNECTING
- Scheduled Export / Import (CSV)
- Default Export Spreadsheets for reporting
- Default Text document templates for printing