Track It Help Desk System
track it comes ready to be implemented out of the box. it already comes with a help desk design structure easy to understand. on on this post I want to talk about how track it help desk system operate, and how track it can be implemented successfully according to your users need.
the track it help desk cycle consist of three steps.
- a user submits a help desk request via email or self service web.
- the track it manager receives the request and assign it to a technician
- the technician respond to the user to resolve the problem immediately.
as email is widely used in businesses today, I believe letting users submit their requests by email is the best option. I will talk about how track it is setup to to convert emails to work orders, and many other automated features that comes with the software in future posts, so now I’ll just talk about these things briefly.
When a user submits a help desk request, track it automatically generates an auto-reply to the requestor with three links. the auto-reply email looks like this:
Click on this link to submit additional information related to this workorder:mailto:Helpdesk?subject=Append:14280
Click on this link to request an updated status for this workorder:mailto:Helpdesk?subject=Status&body=14280
Click on this link to request an updated status for all of your recent workorders:mailto:Helpdesk?subject=AllStatus
from this three links a user can append, request status, or check the update on a specific work order. on the administration side, work orders can be setup for escalation, overdue notification, assignment alerts etc. track it can also be setup to not convert replies from emails to new work orders, so in that way the system does not create unnecessary work orders.
Find out more about other help desk software at Help Desk Software