IssueTrak Help Desk Software Add On Modules
IssueTrak help desk support software offers various add-on modules which greatly bolster its functionality in a customer support and IT help desk environment. The details of these modules are included below. For more information about pricing, our help desk consulting services, and how these modules would fit into your help desk environment, please contact us here.
Active Directory Support
IssueTrak now integrates with Microsoft's Active Directory function (AD). This works when a user logs into the support software system, as the user ID and password are checked against the AD. Details such as username, email address and contact information is then retrieved and loaded into the system so that the IssueTrak help desk software system always offers the most current information available. The Active Directory integration module ensures that all administration for the IssueTrak system can be completed within AD, meaning less user administration for your support staff.
IssueTrak's Incoming Email Module (or IEM)
enables your end users to report any problems by sending an email to a
specified account, such as firstname.lastname@example.org. The IEM can be
configured to automatically read the emails taken in on this specific
account, and then place them into IssueTrak as issues. A typical operation
ensures the email's subject becomes the Issue Subject, and the email body
becomes the description of the Issue. Attachments can also be included
with the issue. This module is perfect for companies which receive a lot
of their help desk support requests via email, particularly as it enables
the automatic capture, assignment and escalation of an issue without user
PC Asset Management
help desk software can be additionally equipped with a PC asset management
module called TrakPC. TrakPC is an auditing program which gathers information
about user PCs and sends it back to the IssueTrak help desk software system
via an HTTP (web) connection. This module helps you to keep track of what
software is installed on what user's system, and can also gather hardware
details. This allows for quick PC inventory reporting and can be used
across multiple locations. All the user need do is log into IssueTrak.
Password Reset Module
The IssueTrak Password Reset Module by NetMagic
Pro is a scalable password management and security automation module for
call centers and support help desks and can be equipped to provide end
user self service for password functions. With NetMagic Pro, help desk
technicians or call center operators can perform password synchronization
across various platforms and applications, reset passwords and perform
Account Unlock, Enable and Disable functions. As well, this module enables
your help desk operators to generate over 100 security reports on End
User ID status. With an optional End User Self Service function, users
can self-reset their passwords using a web based GUI. This module is scalable
to thousands of users, and can be installed within a few hours.
The IssueTrak Knowledgebase module by RightAnswers offers your help desk operators the ability to access tens of thousands of problem resolution articles which offer information on software products from virtually every popular application vendor. This enables your help desk support technicians to access information from one help desk tracking software source, and immediately correct the end user issue. As well, your help desk personnel gains extra problem solving strategies, as well as thousands of program examples, illustrations and screen shots. With the use of a comprehensive knowledgebase, support help desk productivity increases, as does your staff's ability to resolve an issue with one call.
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