Help Desk Software Products
BridgeAutoEscalate is a powerful workflow process tool for trouble-ticket management. This help desk software module works with both BridgeTrak for Windows or Web, the core ticket tracking application for your helpdesk.
|
Monitor Issues / Escalate Trouble Tickets / Send Automatic Notifications
- Automatically reassign issues to BridgeTrak agents based on specified criteria!
- Notify help desk agents by e-mail of a new issue, a re-assigned issue, or an issue whose status or priority has changed.
- Trigger notifications based on issue actions that you define such as "issue escalated", "issue reassigned", or "issue exceeds time".
- An automatic notification can also be triggered whenever key fields (i.e. Category, Item, Assigned to, etc...) for an issue change.
- Create notification rules from your BridgeTrak queries to help you expedite communications and manage Service Level agreements.
|
How Can BridgeAutoEscalate Assist Your Help Desk or Support Operations?
- Internal Uses:
- Managers can automatically receive problem alerts for issues that are nearing Support Level Agreement deadlines.
- Workflow Management:
Escalate issues based on any combination of fields found in BridgeTrak help desk software:
- Escalate an issue's Priority as the issue's Age nears a designated time interval. Notify the support manager and assigned agent that the issue is still unresolved.
- Automatically reassign an issue to another help desk agent and notify the agent by email, and/or visual display.
- Change the status of an issue from Open to Closed as the issue successfully passes through required steps in the Development and QA processes.
- External Uses:
- Trigger a one-time notification to inform customers that their support request has been Received. Automatically extract fields from the issue such as Issue Number, Assigned to, Priority and Summary and import in your notification.
- Trigger a one-time notification for Resolved issues to notify customers their support request has been closed by your help desk.
- Notify customers that their issue has been Reassigned to another help desk agent.
|
