PhaseWare Overview

PhaseWare Overview

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The first step in customer service is knowing your customers inside and out—and having every piece of information organized and at your fingertips. Tracker gives your team the in-depth knowledge they need to understand customer concerns and resolve issues quickly and efficiently.

Tracker’s incident tickets put all of the information you need at your fingertips—making it easy to resolve issues quickly and efficiently.

Tracker’s incident tickets let you:

• View customer incident history.
• View contact incident history.
• View related solutions.
• Manage billing information, including time spent on the current incident and status of applicable support package.
• Check service level compliance information for the current incident, the past 30 days and the past 90 days.
• Check the response due date and resolution due set automatically by Tracker when a service level agreement applies.
• Enter key pieces of information quickly with keystroke-friendly lookups for customer, contact, product, classification, status, etc.
• Enter a full description of the issue—with room for an unlimited amount of text.
• Review the journal for each individual contact with the customer, work done to date and relevant notes.
• Add journal items with unlimited room for text and attachments, including screen shots, e-mail messages or file(s) you can drag and drop from Outlook, Word and Explorer and other sources.
• Track the time spent entering a journal item—or override the requirement with proper security permissions.
• Mark individual journal items as billable.
• Track important events automatically for a full audit trail of changes, including reassignments, priority changes, severity changes, status changes, and closing and re-opening incidents.
• Track promised follow-ups.
  

You can use Tracker’s incident workflow templates to manage any common project that requires multiple steps, including troubleshooting steps for specific problems.

Workflow templates can manage workflow with an unlimited number of associated tasks. You can make one task dependent on another—so step two only becomes active after step one is completed. You can assign tasks automatically to the appropriate department or individual. These new tasks will appear as new incidents in the employee’s open incident list.

Provided to you are two ways to ease grouping of incidents from multiple customers:  parent incidents and project incidents.

Tracker's parent incident feature makes it simple to manage broad problems like server issues and known errors such as software bugs that affect multiple customers.

With parent incidents, you can:

• Enter a full description of a problem and associate individual incidents with the problem.
• Create parent/child relationships between problems and customers.
• Search for all customers who share a specific problem.
• Update all related customer records by changing at the parent level the problem priority, status, assigned agent or billing type.
• Close all related incidents when you close the parent problem record.

Tracker’s project incidents feature makes it easy to keep together related incidents like, for example, incidents where callers are very complimentary of services received from you.

Project incidents help you to:

• Organize copies of incidents into folders.
• Nest folders by putting folders inside of folders.
• Keep some folders private yet allow other folders to be seen or edited by others.
• Share private folders with only those departments you specify.
• See statistics on the aggregate of all incidents in a folder like aging information, total time spent and total billable amount.

Tracker’s drag and drop functionality makes data transfer easy for both parent incidents and project incidents.

When your employees receive a standard support incident they can handle on the first contact, Tracker’s quick incident capability lets them record it with just a few keystrokes.

You can customize quick incidents in a number of ways, including requiring selection of a customer and contact; allowing or requiring entry of a note; and recording time spent on the quick incident.

Tracker makes it easy to classify incidents through a hierarchical list of classifications with as many levels as you like. You can select classifications when you enter an incident using a keystroke-friendly dropdown menu. The classifications set-up screen lets you select terms that can be used for initial classification, final resolution classification or both.

The incident screen displays both the initial classification and the resolution classification—so you can compare the initial diagnosis with the final resolution.

You’d be lost in the car without the dashboard to monitor your speed and performance. PhaseWare has brought the dashboard concept to Tracker with indicators that let you monitor your information as it changes in real time.
 
Tracker’s dashboard charts and gauges let you track your open incidents and service level agreement data at a glance.

• With charts, you get a traditional bar-chart view—in three dimensions and full color. You can choose to see information by department or individual—for today or over a period of time.
• Gauges give you a dynamic visual way to track key indicators like on-time SLA response. You can customize the levels of each gauge to reflect your performance goals.

And with both charts and gauges, it’s easy to drill down to learn more. For example, click on the dashboard gauge showing the number of open incident, and you’ll go to the incident manager screen for details about all of your open incidents.