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BridgeTrak - Features and Benefits

Features		Benefits
User-Friendly Production Environment		Easy-to-use, install and implement BridgeTrak help desk software NEW! Interchangeable license permits Techs to switch between Web and Windows platform for their optimal work environment Facilitate fast data entry with an intuitive user interface and flowing navigation Easily customize screen layouts and views Dashboard view provides graphical look at important data Designate Required Fields to standardize data entry by your help desk staff Custom data tracking with Custom Fields (includes Boolean data type) Users can connect to multiple database profiles upon login (ideal for multiple department
Maximize ROI with Time Saving Features		Automatic numbering of issue tickets Create issues on the fly with Issue Templates you create for common and recurring issues Compose email fast using customizable email templates that merge stored issue data, and standard text into an email Automatically escalate issues based on rules you define and contact all parties involved with BridgeAutoEscalate Powerful Query Manager streamlines search capabilities or use BridgeSearch for expanded search functionality Easy maintenance of users and customers with the ActiveDirectory Module including Active Directory Single Sign-On () Integration with Desktop Authority’s remote assistance technology enables agents to troubleshoot, diagnose and fix remote computer issues without leaving their workstation 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!
Organization of Issue Data Made Easy		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
Utilize Communication Channels		Communicate critical information with a real-time, scrolling message bar Receive email with BridgeReceive to quickly transfer data into issues and send response emails and auto response messages Outlook plug-in turns emails into issues with the click of an icon Use BridgeAutoEscalate to automatically contact all parties involved when the status of an issue changes
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 Apply your business operating schedule to accurately age and manage issues
Easily Turn Data Into Reports		Utilize numerous standard reports or create custom reports Integration with Crystal ReportsTM Version 10 or greater Export reports to different file formats (PDF, Excel, Text, etc.) for use in other applications
Utilize The Power of a Knowledge Base!		Close issues fast by accessing information stored in internal Knowledge Base articles Zero in on Knowledge Base data faster with an advanced find functionality Quickly organize or find knowledge-base items by category, product, or keyword Formatting options include an HTML editor and a spell check
Reduce Costs While Providing 24/7 Customer Self-Help Via the Web with BridgeAccess		Free up agents by allowing customers to enter, update, and check on the status of issues via the Web (easily incorporates into any web site) Reduce the number of trouble tickets by providing customer access to a Knowledge Base of solutions Designate Knowledge Base articles for internal/external customer use through BridgeAccess while keeping other articles private to agents only Customize screen templates for customers Permit customers to reset their own passwords
Easily Expand BridgeTrak with your Growing Business		Easily scale to more powerful databases or add users as your business grows Add modules to expand functionality as your support demands increase or change