Get the Most Value From Your Issue Tracking Solution

Jun 28, 2017 9:12:19 AM / by Sarah Spangler posted in Issue Tracking, Help Desk

Budgetary constraints are a simple fact of life for businesses and their IT departments, regardless of organizational size and footprint. While large corporations deal with the pressure of maximizing return on their IT investments, the stakes are even higher for small and midsized operations. When your IT department is a team of 10 - or even one or two - a poor software investment can be devastating. With small and medium-sized business IT budgets stagnating in recent years - a 2016 Techaisle survey found that small business IT investments dipped $3 billion from the previous year - making the most of those assets is critical.

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How to Shine a Light on Ticket Tracking

Jun 20, 2017 9:39:07 AM / by Sarah Spangler posted in Issue Tracking, Help Desk

How long does it take your IT team to respond to a help desk request? What's the average turnaround time to close out an IT ticket? If you find these questions difficult to answer, it's likely your IT department lacks sufficient transparency, and that can spell trouble for your business.

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Find Software That's A Solution, Not A Stopgap

Jun 6, 2017 10:37:20 AM / by Sarah Spangler posted in Software Solutions, Help Desk

Do you have a strawberry slicer in your kitchen? How about a zucchini peeler? Or maybe a Breakfast Sandwich Maker, Veggetti or Rollie Eggmaster? If you do, then you're all-too familiar with unitaskers and how limiting they can be.

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Issuetrak Masters the FrontRunners Quadrant

Mar 29, 2017 9:55:30 AM / by Heather Lancaster posted in Industry News, Press, Help Desk, Updates

We are thrilled to announce that Issuetrak was included in the Masters portion of the
FrontRunners Quadrant for Help Desk Software for January 2017!

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Eight Pain Points from Using Spreadsheets to Track Issues

Mar 7, 2017 9:25:10 AM / by Heather Lancaster posted in Issue Tracking, Customer Support, Help Desk, Updates

You’re sitting in a staff meeting and have to report to upper management about the items your team is working on. You have a stack of paper, a printout of a spreadsheet, or notes scribbled from your email. One of your team members is on vacation, and another called in sick this morning.  

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Issuetrak Customer Highlight - University of Pennsylvania

Feb 15, 2017 9:56:00 AM / by Ashley Gray posted in Case Studies, Help Desk, Updates

customer overview

The Accounts Payable department of University of Pennsylvania processes thousands of invoices and payments for employees, companies, and other individuals. The Payroll and Tax departments also process many inquiries and questions related to their daily workflow and operations.

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What are Email Tokens and Why Would You Use Them?

Dec 7, 2016 5:14:37 PM / by Heather Lancaster posted in Complaint Management, Issue Tracking, Software Solutions, Customer Support, Help Desk

In the latest release of Issuetrak, we’ve rewritten our Incoming Email (IEM) to improve performance and include some new features our customers have been requesting. We’ve achieved this new level of functionality by introducing email tokens.

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The Key to Good Customer Service Is People

Oct 5, 2016 11:00:50 AM / by Jon Rivera posted in Industry News, Customer Support, Help Desk

It's after four in the afternoon.  I need some assistance with a software installation on my work laptop, so I walk over to the support area to speak with the Director of Technical Operations.  He isn’t in his office, which isn’t necessarily a surprise - he tends to be a busy guy.  Hearing a group conversation behind me, I turn around to look at the team that provides technical support to our customers.  Sure enough, the director, the support manager, and one of the analysts are all crowded around the analyst’s screen.  He’s remotely connected to a customer’s computer, and together they are trying to figure out the best approach to resolving the reported problem.  This analyst in particular should have left for the day a while ago.  Based on the conversation I overhear, it doesn’t seem like he’s going anywhere anytime soon.  But there is a smile on his face and a warmth to his voice that reassures the customer that everything will be alright.  Sure enough, they find the solution a few minutes later, and it's just a matter of walking the customer through it.   

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Three Reasons Why You Need an Issue Tracking System

Mar 29, 2016 9:02:16 AM / by Sarah Spangler posted in Complaint Management, Issue Tracking, Software Solutions, Help Desk

Issue tracking is a generic term that can mean all things to everyone.  In a business context, from complaint management to IT help desk to scheduled building maintenance, what we define as an issue can refer to any task or activity occurring in the course of an ordinary day’s work. When an issue has consequences or time sensitivity or relevance to business success, tracking how that issue is resolved takes on a greater significance.

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How to be a Model Help Desk User

Mar 18, 2016 8:45:51 AM / by Sarah Spangler posted in Help Desk

Six ways help desk callers can transform themselves into power users

In a previous post, we talked about ways in which help desk professionals can up their game. In this post, we’re looking at how help desk users can do their part to improve the process.

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