Service Management – Incident Tracking
The Tracking System App / Helpdesk organizes your service and incident management processes efficiently on the EGroupware platform.
Get a complete overview about service inquiries and automate your delegation and escalation processes.
Create, update, discuss and resolve reported customer issues or issues reported by your organization’s members. Use the Tracking System as your service portal addressable at any time.
Keep your service processes on a high standard of quality by using the Tracking System’s escalation matrix. Set up service rules and change e.g. incident queues, categories or assignees according to the status of an incident ticket automatically.
Get a full overview about your incidents with advanced reporting features. Time period related graphical overviews with pie and bar charts as well as data exports and print to spreadsheets summarize your service performance.