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iTrack Premium

iTrack Premium is a completely rewritten issue tracking solution designed to cater to more advanced requirements giving you the versatility that you need.

It provides a new look and improved architecture capable of handling large amounts of data and simultaneous access from multiple companies without any slowdown.

iTrack Premium features include the following:

  • Multi-tenant issue tracking system designed to handle multiple companies in one instance
  • Effective ticketing system that is capable of handling ticket activity to better manage and resolve customer concerns.
  • Provides an external facing portal for your customers where they can raise tickets for any question or issue about your products and services
  • Leverages your internal service operations to improve your own products and services before they reach the customer
  • Flexible grid control allows you to resize grid columns, change column order, select visible columns, and save your own customized layout of your grid
  • User friendly and elegant interface allows you to easily view tickets assigned to you, view and search through all available tickets, etc.
  • Faster data entry where you can quickly create tickets with fields that are automatically populated based on default values defined for your account
  • Multiple ticket update enables you to quickly update several tickets at once without having to open each ticket individually
  • Attachments allow you to upload any type of document or file for additional reference to the ticket
  • Internal Notes adds internal communication for staff assigned to work on the ticket
  • History and activity of each ticket is tracked where you can easily go back and view the history details and resolution of each ticket
  • Summary view, dashboard, and inquiries enable you to easily view the status of tickets and help gauge performance with drill-down capability to view corresponding ticket details
  • Monitor productivity by tracking the number of billable and non-billable hours for each ticket that has been worked on
  • Admin tools provides you with configuration options to create your own set of departments, statuses, products, incident categories, groups, etc.
  • Automatic status update allows you to update the ticket status whenever a specified action is performed such as updating the status to Closed when the Close ticket action is performed
  • Comprehensive Email Notification with options that allow you to specify conditions that would trigger the sending of email notifications whenever a ticket has been updated
  • Email notification enables you to schedule and automatically send emails to specified email recipients whenever a ticket has been updated to a particular status
  • Automatically update ticket status based on elapsed time with no ticket activity. Example: automatically close a ticket that has been left unattended for several days
  • iTrack Premium Integration with Rosetta Enterprise allows you to share the same project data and it allows you to automatically fill-out employee time sheets based on their actual hours worked specified in tickets
  • Automatic ticket generation based on project details speeds up the process of creating and assigning tickets
  • Project hours and variance in Rosetta Enterprise are automatically filled-out and computed based on the actual hours spent on tickets
  • Configurable Ticket field values enable you to define your own set of ticket statuses, priorities, departments, etc.
  • Customizable ticket process workflow allows you to configure the process flow of ticket statuses and assignment with consideration to the action taken
  • Allows you to create different types of users that determine what functions they can see and use
  • Allows customers to create and manage their own set users
  • Multiple levels of security to specify and filter what tickets a user has access to and specify the list of users that a ticket can be assigned to
  • Ability to configure what information is displayed in the ticket, configure the columns displayed in search results,configure the number of records shown per page, etc.
  • Improved database architecture provides faster response time and is more efficient
  • Advanced Reporting where comprehensive reports are available that gives you the information that you need to easily analyze and monitor the work performance, actual hours, ticket aging, hours worked, budget, statistics for action performed, and many others.
  • Each report can be generated in different formats such Excel, PDF, HTML.

Talk to Us

Learn how iTrack can help your organization.

For inquiries, you can call us at +63-2-491-7310 or email us at info@itrackit.org.

iTrack Ticket Management

  • Improve support workflow by automating the processes associated with customer support ticket assignment and management
  • Effectively track support tickets according to product, issue, category, customer, etc
  • Intelligently route tickets, enabling fast and efficient prioritization

iTrack Accessible Knowledge Base

  • Build an effective online knowledge base from resolved customer tickets helping you get the answers you need
  • Better serve customers by analyzing ticket communications
  • Give customers and partners 24/7 access to iTrack at a much lower cost than staffing your phone lines around the cloc
  • Free business joomla templates