More FootPrints v. 4.5 eliminates remote calls over phone, wired Web by Douglas Finlay. November 15, 2000.
Remote calls are out.
With Customer Support Help desk reps face one of the most difficult tasks in any call center. Here are the tools that enable them to keep track of support requests from customers - by Adam Throne. FootPrints is a Web-based trouble ticketing system. After you determine which rep should resolve a customer's request, the software sends an e-mail message that informs the rep of the assignment. You can also use the software to create rules to automatically assign cases to reps based on the groups they belong to.