Software Module facilitates management of help desks.
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Press Release Summary:
Invisible Technician Module optimizes technician efficiency by automatically handling routine tasks. It checks email accounts and creates tickets from emails based on customizable rules, conditions, and actions. Replies to emails are sent to customers with answers to questions. If technician has problems solving issue, software can reassign ticket to another technician and notify management via email that reassignment has occurred.
Original Press Release:
HelpTrac Releases Invisible Technician Module
Invisible Technician Module increases technician efficiency by automatically handling routine tasks.
Houston, Texas --July 15, 2006 -- HelpTrac, www.helptrac.com, a leading provider of help desk management software introduces today its newest addition to the HelpTrac family, the Invisible Technician Module. The new module brings unique capabilities to the efficient management of help desks. Technicians' time can be used more effectively by letting the Invisible Technician Module check email accounts, route and escalate tickets, and import users' information from Active Directory. Invisible Tech also tracks events in a detailed log file.
Email Functionalities
Technicians no longer have to be tied to their desk. Invisible Technician checks email accounts and automatically creates tickets from emails based on customizable rules, conditions and actions. Automatic replies to emails are sent to customers with the answer to their questions; no more waiting in line for Tech Support. Let Invisible Technician work during the weekend while employees stay home and relax!
Ticket Escalation
Worried about customer issues falling through the cracks or not being handled in a timely manner? Invisible Technician will escalate customer tickets by days, hours, and/or minutes. An email can be sent to a technician or manager informing him that a ticket has escalated and needs prompt attention. Is a technician having problems solving an issue quickly? Based on escalation rules, the Invisible Technician can reassign the ticket to another technician who is better qualified for the task and notify management via email that the reassignment has occurred and why. Keep customers happy and watch the work load dramatically decrease.
Automatic User Import
Having current user information available is crucial for great technical support. With automatic user import from your Active Directory server, users' information will stay current and accurate. No more adding users manually or importing from a text file. Preset the import options in Invisible Technician and let the machine do the work.
Log
Invisible Technician keeps a log of activities performed and Escalation of tickets. There will be no guesswork on what is going on behind the scenes.
About HelpTrac
HelpTrac provides help desk management software to support groups worldwide. It supports both internal and external help desks across wide industry groupings. The product has been available for thirteen years and has a wide ranging installed customer base including government, educational institutions, medical, legal, financial, manufacturing, insurance, etc. HelpTrac concentrates on small to mid size help desk organizations.
