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CTS FEATURES
- Web-based: All the functionality is accessible through the Web.
- Variable Ticket Summary Screens: Easily view open, pending, closed, etc. tickets by selecting groups from a pull down menu.
- Auto Expanding Ticket Information: Agents can quickly see details of tickets while scanning through open tickets screens just by rolling the mouse over an individual ticket.
- Knowledgebase Management: Complete knowledgebase for ongoing knowledge transfer.
- Automatic email notification: The system automatically notifies support staff when the new request has been sent.
- Security: 24/7 third-party monitoring of all data access. Plus, we use a unique user Id / password combination to prevent unauthorized access to the site.
- Search: Comprehensive search capability for searches by any number of criteria - including ticket information, assignments, user fields, or actions.
- Search Data Export: When your search includes the information you need, click the export hyperlink to export the data into an excel spreadsheet.
- Role-based permission: Manage agent access rights easily through assignment of a particular role.
- Reports: Complete management and administration reports.
- Mail Integration: Allows customers to submit help desk requests via email. Attachments will be linked to the request.
- Self Serve: End users have the ability to create their own tickets as well as check on status of tickets.
- Custom Fields: Ability to create custom fields for the user registration and request forms.
- Escalation Rules: Ability to set rules for automatic escalation of customer requests.
- Recurring Tickets: Tickets that are marked Recurring are automatically generated at the frequency specified by the user. Recurring tickets can be used to generate tickets for maintenance or for auditing purposes.
- Easy Client Information Display: Now with Clickright Cards, CTS quickly displays full information about customers, tickets, etc., in a uniform, consistent format.
- Historical Information: The History Tab displays all event information pertaining to the ticket.
- System Requirements: CTS can run on one server. You need one processor at about 1.6 gig. With 512 mg of RAM dependent on the amount of users.
- Customization: Ask us about custom development for your unique needs.
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