Traktip - Issue De-Escalation

Mar 31, 2020 9:13:38 AM / by Ashlyn Frassinelli posted in TrakTips

Previously, there was no way to de-escalate an issue once it had been escalated in Issuetrak. With our 11.10 User Conference update this past January, we have updated the software to allow users to de-escalate issues as necessary.

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Traktip - Associated Issues

Feb 18, 2020 1:17:52 PM / by Ashlyn Frassinelli posted in TrakTips

Did you know that using Global Issues isn’t the only way to create links between issues in Issuetrak? In our 11.10 product update, we introduced a collection of new features requested by customers who attended our User Conference. One of those new features is Associated Issues!

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Traktip - Service Level Agreements

Jan 28, 2020 3:42:13 PM / by Ashlyn Frassinelli posted in TrakTips

Regardless of what industry you work for, your team may benefit from using Service Level Agreements (SLAs). A Service Level Agreement is a commitment made to your customers (internal or external) to provide service of a certain caliber every time.

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Traktip - 2019 Round Up

Dec 10, 2019 10:07:00 AM / by Ashlyn Frassinelli posted in TrakTips

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Traktip: Using Custom Screens

Nov 19, 2019 11:01:30 AM / by Ashlyn Frassinelli posted in TrakTips

Your organization may use Issuetrak to submit and manage a variety of issues, from maintenance requests to IT tickets. Using the same, cookie-cutter form for each of these types of issues can lead to confusion for End Users and too little -- or too much -- information submitted.

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Traktip - Using Global Issues

Oct 22, 2019 1:00:00 PM / by Ashlyn Frassinelli posted in TrakTips

It’s time for another Traktip!

In your Issuetrak site, you may notice patterns of issues that are linked to one another. For example, a number of your customers may report having the same issue with one of your services or products. Though these issues were submitted individually, they all relate to the same problem.

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Traktip - Changing Colors in Your Issuetrak Site

Sep 17, 2019 10:53:29 AM / by Ashlyn Frassinelli posted in TrakTips

Whether you're simply getting tired of the default colors or you'd rather have a display that matches your business's color scheme, you may at some point feel like changing the default colors on your Issuetrak site display. Luckily, there’s an easy way to edit those colors to customize your site so it fits the aesthetic of your business. We'll walk you through the steps to make your site look exactly how you need it to!

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Traktip - Saved Searches

Aug 20, 2019 10:17:00 AM / by Ashlyn Frassinelli posted in TrakTips

It’s time for another Traktip!

If you want to run a quick report on issues that meet certain criteria within Issuetrak, it’s not always necessary to build queries and write reports. Sometimes you can populate the data with the click of a button and a Saved Search: a set of search criteria that you save and can run at any time on all existing Issuetrak data.

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Traktip - Creating Knowledge Base Articles

Jul 16, 2019 10:36:00 AM / by Ashlyn Frassinelli posted in TrakTips

It's time for another Traktip!

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Traktip: Adding Quick Picks

Jun 18, 2019 12:20:00 PM / by Ashlyn Frassinelli posted in TrakTips

Quick Picks help make issue submission more efficient by allowing you to pre-define certain information and values within an issue. For example, let's say you have a Quick Pick for Employee Onboarding -- this Quick Pick could pre-fill a description with instructions and prompts for information, automatically attach necessary documents, and load in a pre-made task list. You can add in a pre-determined Subject, Description, Issue Type, Subtype, Priority, Email Distribution List, and more -- even User Defined Fields!

Any issue routinely submitted through your Issuetrak system is a good candidate to become a Quick Pick. Here are some examples of processes an organization may want to create a Quick Pick for:

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