Software automates helpdesk operation and reporting.
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Press Release Summary:
TopTrack helpdesk management and tracking software is a web-based tool that automates operations and reporting for IT helpdesks. It can help IT helpdesks improve their on-time problem resolution rate by handling trouble ticket initiation, status reporting, and workload management. TopTrack provides reports on variety of parameters related to IT support function that can be tabulated and graphed to provide complete picture of departmental status.
Original Press Release:
Inexpensive Software Automates Helpdesk Operation and Reporting
Columbia, Maryland (July 24, 2002) -- New TopTrack helpdesk management and tracking software is an inexpensive, web-based tool that automates operations and reporting for IT helpdesks. The software package, which costs $995 for up to 5 service providers, can help IT helpdesks substantially improve their on-time problem resolution rate by handling trouble ticket initiation, status reporting and workload management. TopTrack frees service providers from administrative tasks so they can
focus their energy on supporting their customers. At the same time, the helpdesk software improves communications by providing customers with the ability to obtain status reports on their problem and by giving management the ability to monitor department and individual workload and performance.
TopTrack was initially developed by Bowles Fluidics, Columbia,
Maryland, a manufacturer with 275 employees, because the support staff was having difficulty resolving problems on-time. "TopTrack has increased my entire department's efficiency by allowing us to focus on the highest priority jobs and eliminated the need for interruptions from people who want to know the status of their job," said Chuck Andrews, IT Manager for Bowles Fluidics. "Before we implemented the software, we were only solving about 50% of our problems within our self-imposed deadlines," Andrews continued. "Almost as soon as we
installed the first version of the software, that figure jumped to about 70%."
Users submit a request for service by filling out a trouble ticket on the web. This ticket is automatically delivered to the support group, given a tracking number and assigned either to a specific support provider or to the next available staff member. Users receive an immediate response to notify them that their request was received and can track the status of their job through the tracking number. Toptrack provides each support provider with a customizable home page that shows details of any open trouble tickets assigned to them as well as the status of major corporate IT systems such as email, Internet, ERP system, etc. The support provider logs into and out of specific issues
so that the time spent resolving each issue can be tracked and analyzed to help quantify the efficiency of the support provider and the department.
TopTrack provides reports on a variety of parameters related to the IT support function that can be tabulated and graphed to provide a complete picture of departmental status. Using these tools, the manager can monitor overall workload and customer satisfaction, analyze request patterns, assess employee performance, gauge average time and justify resources and staffing levels.
Robert Bower, Marketing Director, added that: "The program was written in response to real-life problems and has demonstrated the ability to provide an agile solution for service request management. Numbers from our Beta Sites indicate that the software will pay for itself within 3 months."
Unlike other packages that require add-on graphing or reporting
modules, TopTrack is a complete, fully-functioning problem tracking and management system ready to be put to work right out of the box. TopTrack is available in two versions: the classic edition for companies with up to 5 service providers which costs $995 and the enterprise edition for companies with 6 or more service providers at $1495. The software is available at www.toptrack.com and the full program can be downloaded with a 30-day money-back guarantee.
