Overview

Incident Tracking System (ITS) manages and maintains lists of issues, as needed, commonly being used in an organization's customer support call center to create, update, and resolve reported customer issues.

ITS works for multiple sites remotely with their servers connected in redundant configuration.

ITS is compatible with Panasonic KX-TDA/TDE/NCP/NSIP-PBX series.

Key Features

• Easy to use and simple GUI
• Redundant server configuration
• Incoming calls directed to ACD Agents groups based on DIDs
• Tickets tracked by status and priority
• Pending tickets processed by specific Agents
• Agents notes organized by triage and advanced group settings
• Call Customers directly from the Ticket History
• Real-time monitoring of Open/ Pending/ Closed tickets at System, ACD Group and Agent levels
• Multiple ticket reporting for complete observation of incident tracking system

Benefits

• Effective management of customer issues
• Better understanding of customer needs
• Standardize your support processes
• Track which support issues are most common
• Decrease the average time to resolve support issues
• Ensure open issues are handled in the appropriate time
• Maintain a complete view of each customer
• Easy way to report complex problems
• Help support reps solve your problem more quickly
• Track the status of your support requests