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<h1>Lotus Notes Help Desk Software</h1>
<p>Support Tracker<sup>TM</sup> is a Web-enabled <b>Lotus Notes help desk</b> which eases the workload of your IT support departments and accelerates the problem-response-resolution process for optimal operational efficiency, all through the Lotus Notes / Domino messaging platform already in place.</p>
<h2>Help Desk Reduces IT Workload with User Self Service</h2>
<p>First, this Domino based collaborative help desk provides FAQ and organic knowledgebase functionality for user self-help, which can be accessed through any Lotus Notes client or over the Web. Allowing users to resolve typical issues by themselves speeds their resolution time, increases the user's skills, and saves your support personnel time which can be better used resolving serious help desk issues.</p>
<h2>Streamlined Lotus Notes Help Desk Services</h2>
<p>When a user has a problem they can't resolve on their own, Support Tracker
simplifies the request process by allowing them to submit a help desk request
through an email, a Lotus Notes form or the Web. Our collaborative help desk solution offers assignment weighting based on Service Level agreements and/or request types ensures more urgent requests
are immediately routed/ escalated to the appropriate person, guaranteeing
that departmental obligations are met. Submitted help desk requests are
assigned, tracked, evaluated and closed all within a central location.
See <a href="roles_support.html" target="_self">Support Tracker Roles & Responsibilities</a>
for a review of its impact on typical user roles.</p>
<H5>Support Tracker offers - </H5>
<ul class="level1">
<li>Simplified <a href="scrn_help_desk_requests.html" title="Screenshots of help desk requests via email, the Web, or Lotus Notes"><b>help desk request</b></a> process through e-mail, Web page, or Notes form encourages faster, more accurate requests
<li>Automatic assignment, routing, and escalation of requests via Service Level Agreements for proper prioritization, resource allocation and improved response-resolution time
<li>Detailed <a href="scrn_support_information.html" title="Screenshots of help desk reports and tickets">support issue information</a> for empowered decision making
<ul class="level2">
<li>Completion time of request
<li>Help desk issues by incident/type
<li>Open issue by priority
</ul>
<li>Simple access to customer support contracts for improved service
<li><a href="scrn_faq_knowledgebase.html" title="Screenshots of FAQ and Knowledgebase">Organic Knowledgebase</a> offers users a rapidly developing, easily maintained self-help resource, easing the support service workload
<li>Threaded <a href="scrn_support_discussion.html" title="Screenshot of discussion area">e-mail discussion</a> with requestors by incident
<li>Complete history of help desk requests for issue tracking
<li>Pager notifications at specific support times for improved response
<li>Reports on requests by system, type, priority, department, and technician
</ul>
<br />
<ul>Tracker Suite main pages
<li><a href="index.html" target= "_parent">Home</a>
<li><a href="frame_products.html" target= "_parent">Products</a>
<li><a href="process.html" target= "_parent">Processes</a>
<li><a href="bizco.html" target= "_parent">Users</a>
<li><a href="customers.html" target= "_parent">Case Studies</a>
<li><a href="about_us.html" target= "_parent">About Us</a>
<li><a href="news.html" target= "_parent">Press</a>
<li><a href="faq.html" target= "_parent">Frequently Asked Questions</a>
<li><a href="contact.html" target= "_parent">Contact</a>
</ul>
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