Resolve all your customer complaints through one easy step eTRAKS

eTRAKS help desk is the perfect choice for those organizations looking for an easy to set-up, cost-effective solution for small to medium sized IT groups. Our helpdesk software product suite can vastly improve the efficiency of the IT services you provide to your customers as well as simultaneously reduce costs. eTRAKS help desk software is a web based user friendly application designed in an easy to use step-by-step process that guides you through logging a call, solving a problem, team work and more. eTRAKS can also be scaled to your size and needs.

eTRAKS brings all the information required for IT service desk staff into one single package - incident, problem, change, service level management and configuration management. If you are looking to better manage your IT related services, lower your costs and lower response time choose eTRAKS.

eTRAKS is backed by an effective support and consulting team at LBS and is a good choice for companies wishing to see a rapid return on investment!

Benefits

• Provides extensive helpdesk functions for an organization
• Maintains Client & Analyst Profiles
• Records & troubleshoots complaints
• Handles unlimited assignment of Analysts
• Generates notifications by email or SMS to assigned persons
• Offers an approval system for complaints
• Provides internal as well as external support
• Provides Call Agents with solutions for FAQs
• Its knowledge base system provides analysts to troubleshoot a problem
• Bulletins for quick broadcasting
• Offers a Blog
• Provides a library of documents to solve problems
• Provides unlimited array of custom surveys

Features

• Creating and managing Service Tickets
  
• Child Tickets and Quick Tickets
  
• Manual and Automatic Escalations
  
• Client and Analyst Profiles
  
• Asset mapping with the client
  
• Knowledge Base
  
• Bulletins and FAQs
  
• Admin control functions
  
• Graphical Reports