Companies can fully set-up and customize FootPrints within a few days. No programming, training or client software is needed. Needing only a web browser, users can easily submit their own issue tickets and track status via simple web forms or email. Now, customers can either close the ticket if they have solved the issue themselves, or they can change a ticket that has been worked on by a help desk technician. This allows customers to participate in a two-way dialogue with the technician who is resolving the issue.
Customers can edit up to three project fields at any time.
Results can be retrieved and sorted by any data field. At the same time, with FootPrints enhanced Cross-Project Reporting feature, managers can view and share performance, statistic, activity and trend data from multiple projects in a single report. Separate lists can be created by project, and can also be created within a project for help desk agents and end-user groups. To further enhance online support, FootPrints offers fully integrated email and file attachment support, including HTML mail support, so help desk technicians can access screenshots, documents and other files for faster issue resolution. With FootPrints remote control functionality, help desk agents and technicians can remotely view and work from the user screen, offering in person support from any location.