(Available soon)

(Electronic Ticket Reporting and Knowledge-Base System)

eTRAKS is a web based user friendly application which is designed to manage the helpdesk functions of an organization. eTRAKS is designed such that it allows different users to login into the application after they have been assigned different access privileges.

Some features provided by the eTRAKS are:

• 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

Service Tickets:

It provides many features to record and trouble shoot complaints in a very effective manner. It is able to integrate data from Knowledge base and Call Script for quick creation and completion of tickets.

Quick Tickets:

Quick Tickets are useful when the issue being reported is quite simple in nature and does not require all of the tools available in the Service Ticket.

Ticket History:

The system can efficiently track a ticket since its creation till completion and in between all the activities carried out by different users. The system keeps complete track of ticket assignment, escalation performed at different times, any modifications done by the user with exact date and time etc.

Assigning Resources:

The eTRAKS is designed to handle unlimited assignment of Analysts or Analyst Groups. In addition, system can also generate notifications by email or SMS to the assigned persons.

Escalating Resources:

The eTRAKS is designed to handle an unlimited amount of escalations. In addition to manually escalating Service Tickets, escalation triggers can be created to have Service Tickets automatically escalated based on criteria that is set within the Escalation Trigger.

Approval Process:

In several complaints, one or more tasks often need approvals. eTRAKS provides an approval feature by which a user selects an analyst as approver and submits ticket. The ticket will be in status ‘In Review’ until it is approved by that person.

Assigning Tasks

This feature can be used to assign analysts specific tasks or procedures that need to be carried out in order to properly diagnose/resolve a particular issue or carry out a service. Once the task has been set to complete, at which point the individual or group who assigned the task can review the details and proceed with resolving or carrying out the required service.

Software & Hardware Assets

The assets assigned to a client can be viewed from the Assets tab. Here, both hardware and software asset information is maintained. The assigned assets can also be viewed when creating a service ticket to get a quick reference.

Vendor and Client Profiles

Vendors or suppliers information can be managed as well as Client information including business and technical information can be recorded. It also enables users to upload any file associated with the client.

Child Tickets

There are situations that may arise where you receive service ticket inquiries that are related to the same service request or system problem. The eTRAKS allows you to easily associate tickets with the same problem or issue to a Parent Ticket. All associated tickets that are related to the parent are its children.

Service Level Agreements (SLA)

There are two types of SLAs supported by the application. Internal SLA which are for providing or receiving support within your organization, and External SLA which are for providing or receiving support outside your organization. SLA can also be associated with escalation rules in Escalation Triggers.

Ad Hoc Reporting & Charting

This feature enables users to create different criteria based reports such as category wise, priority wise, territory wise, date wise etc. Charting enables the top and middle level management to view reports in different graphical formats to provide a quick insight of the system.

FAQs

It allows creating a list of frequently asked questions with their answers that can help a call agent to quickly get the solution of the routine problems asked by the callers.

Knowledge Base

It is an exciting feature that provides a database comprising of the problems raised in past which helps analyst to troubleshoot a problem.

Bulletins

Bulletins can be quite useful when a quick broadcast or update needs to be sent out to all the users of the system.

Library Documents

It behaves like a library which a user can always refer for solving a problem. It also has a URL facility. This can be quite helpful if you are seeking ways to reduce the amount of file attachments within the system, or simply wish to direct a user to a web site that contains more details on the attached document.

Posting Board

Posting Board can be used to initiate New Discussions, Add a Response or create a Response to a Response. Users can lookup into topic of their interest and raise questions or give their suggestions.

Survey

Receiving constructive feedback from the end user is always an important factor to contribute the success of helpdesk operation of an organization. eTRAKS accomplishes this task by providing unlimited array of custom surveys.

User Roles

The eTRAKS provides six User Roles which are as follows:

• Call Agent
• Analyst
• Incharge
• Operations
• Administrator
• Management

Development Technology

The product is developed using Lotus Domino 7.0 and is enabled for web access. The application design is backward compatible and can run on previous versions as well.