Help Desk Authority (formerly BridgeTrak for Web)

by ScriptLogic
(BocaRaton, FL, USA)

Help Desk Authority for Web is written for Microsoft's .NET platform providing a strong backbone for today's fast paced support centers. Software usability has been designed for a Web environment and how users work in a Web setting.

User-Friendly Production Environment

Communicate critical information with a real-time, scrolling message bar

Facilitate fast data entry with an intuitive user interface and flowing navigation

Easily customize screen layouts and views without any programming

Designate Required Fields to standardize data entry

Organization of Issue Data

Categorize support requests by status, sub-status, priority, type or category

Organize issues with personal and public issue folders in a logical filing system

Auditable issue history traces all work done on an issue ticket

Link issues to products you support and contracts you service

Store asset, vendor, manufacturer and leasing information to manage IT assets

Time Saving Features

Automatic numbering of issue tickets

Create issues on the fly with Issue Templates you create for common and recurring issues

Compose emails fast using customizable templates that merge stored issue data, and standard text into an email

Powerful Query Manager streamlines search capabilities or use HDSearch for expanded search functionality

Use "set and forget" services! Modules run as services performing constant monitoring and updating of information for services such as escalating and receiving issues via email and more

Seamless Workflow From Issue Open to Closed

Link related issues with dependencies for easy and logical workflow
Route issues to personnel based on group, status, experience or knowledge using the Skills Based Assignment feature