PhaseWare Tracker

Benefits

PhaseWare allows you to track your issue resolving activity and support staff productivity. The key benefits: • Strong in reporting and analyzing the effectiveness of your service. • Easy access to information from old tickets/cases including attachments and supporting documents to aid written responses. • Strong in communicating to other parties that may need to be involved in the issue resolution. Any e-mail response from an outside party will update the ticket as well as notifying the support person assigned to the Case. • Self-build a Knowledge Base of repository of responses or solutions to commonly asked questions or issues. They can be automatically created from the Ticket as you resolve Cases that could have useful information for future uses. • Time is recorded for all support related activities. • Workflows can be set up automating tasks for any multi-step procedures or processes, or cases that will need to be handled in several phases or by multiple parties. • Automatic Alerts can be set up to notify the appropriate personnel of a response time or due date deadline. The Alerts can be screen pop-ups, e-mails or text messages. They can also be displayed in Dashboards and are automatically included in the Ticket when you open a new Case to track. And much much more ...