HelpTrac can track components, vendor information such as who the item was purchased from, how much it cost, was there a maintenance agreement, and a TON of other information. There are many internal reporting options provided with the base product, and an even MORE powerful set with the extended External Reports custom package. Use HelpTrac's Billing custom package to track monitor time spent for billing purposes. Statements can be printed with summary information including balance of account. The Web Communications custom package allows both users and technicians to access the HelpTrac databases via a web browser interface.
Technicians can add, edit, and view existing tickets as well as search the solution tree.
Users can access their tickets to check status, can view the solution tree, and submit requests for help. The User Communications custom package allows users to access the HelpTrac database to request service, search for solutions via the solution tree, check the status of their existing tickets, and view corporate news information. The server searches the records, and passes the client the results. CALL Full auditing of hardware and software is available in our Audit custom package. Auditing is done on the users pc and information is passed to server for dissemination.