Avoid mishaps and control how tickets move within your firm.
Ensuring the right information gets to the right person is essential to solving an IT support issue in a timely manner -- IQTrack provides a flexible and controlled set of checks and balances to guarantee a ticket gets to the support personnel most qualified to solve a problem.
|Escalation Dialog >>
Intelligent Escalation Logic uses the requester's location and ticket category to prevent changing ticket ownership to the wrong user or queue.
Automatic Escalations change the ownership or notifies another analyst of past-due tickets automatically, avoiding ticket loss and preventing less-effective analysts from hiding behind the system.
Emergency Phone Numbers are provided in high-priority escalations in order to facilitate completion of the ticket as quickly as possible.
After-Hours Emergencies are handled using a sophisticated on-call procedure, providing an alternate set of phone numbers and wait times to properly follow the after-hours on-call procedure.