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