Lotus Notes Help Desk Solution

Simplifies My Support Services!

Hi, I'm Carlos Computer, Bizco's IT manager. I'm here to talk about a great Lotus Notes help desk solution that's really made a difference here at Bizco, the Tracker Suite^® Support Tracker^TM (There's also a similar application, a 100% Web help desk solution called Support Tracker.Net).

Before I convinced Victor Vice President, our chief, to purchase Support Tracker, I felt like filing a help desk request to deal with all the support requests I was dealing with. My desk was littered with post-it reminders, my voicemail was maxed out, and my email box was overflowing. Half my help desk duties revolved around just keeping track of the requests!

	WANT TO KNOW MORE? Order a demo cd Visit the Support Tracker feature page for specs, screenshots, and demos!

Fortunately, we invested in Support Tracker, which leveraged our existing Lotus Notes investment to provide all the help desk functions I needed! It centralized all of the help desk requests, storing them in one location for easy management. Our staff liked it because instead of chasing me down with their problems, all they have to do is fill out a Lotus Notes form, send an email, or even submit a request over the Web (a crucial benefit for the project and sales staff who are working remotely). Even if someone has to phone in their request, I can file a help desk request for them in their name. (as the IT manager I have clearance for this, it's not something anyone can do).

Better yet, Support Tracker actually slashed the amount of help desk requests my department receives, by providing Bizco staff with self-help services in the form of comprehensive FAQ and Knowledgbase functions. Now when Joe User has a problem, he checks the FAQ and Knowledgbase first to see if there's a solution already posted. I can't tell you how much these services have cut down on our IT overhead by eliminating redundant requests! These functions are easy for us to manage as well- we can create a new FAQ directly from a support request or a discussion document with the click of a mouse!

Support Tracker also routes help desk requests with assignment weighting based on Service Level Agreements (SLAs) and/ or request types. This automation ensures more urgent requests are immediately routed /escalated to the appropriate person ensuring that my departmental obligations are met.

Some of the help desk features I enjoy most in Support Tracker are:

• It simplifies and streamlines the entire support service process by allowing help desk requests to be submitted through email, a Notes form, or the Web.
• The automatic assignment, routing, and escalation of requests via Service Level Agreements improves prioritization, resource allocation and improved response-resolution time.
• It provides detailed information of support issues, including request completion times, help desk issues by incident and type, and open issues by priority. These details empower IT managers like myself and executives like Victor for informed decision making on Bizco's IT efforts.
• Streamlined access to customer support contracts helps me serve our customers better.
• It's rapidly growing, organic Knowledgbase offers users a comprehensive self-help resource, easing my department's support service workload.
• Support Tracker offers a threaded e-mail discussion area, with requestors by incident. This discussion are is really helpful to Bizco staff, who can sometimes find answers to their problems here. It also helps my IT staff and I identify general support issues for better management.
• I can easily track support issues by leveraging a complete history of help desk requests, or by reviewing Support Tracker's reports on requests by system, type, priority, department and technician.
• My support staff and I receive pager notifications at specific support times, improving our response time to issues.