Many organizations today are migrating their customer support mechanism to SharePoint, due to it's relatively ease of access, collaboration and centralized storage and management features. However, the inbuilt issue tracking list template in SharePoint is only good for basic tracking requirement and lacks the automation and sophistication, to function as an effective helpdesk system. Moreover, there is no direct and easy way to source the ticket information, say from your emails in Outlook, except to resort to copy-paste trick, which is time consuming and laborious, and not to mention, the precious human resources needed for data gathering. And one of the important goals for a helpdesk is staying on top on the growing amount of support request emails from end-users. Without an organized and structured link between Outlook and SharePoint, bringing caller and problem information from Outlook mails to SharePoint tickets is prone to delays and human error. This can lead to increased response time and even support requests falling through the crack. These limitations prevent many helpdesk teams from implementing an effective SharePoint based issue tracking system.
Issue Tracker system is an incident ticket management groupware add-in that leverages three of your existing investments in Microsoft - Outlook, Exchange and SharePoint. It provide an easy way for support staffs to collect ticket data from emails, assign technicians and problem areas, set due date and other custom metadata. And then use this information to generate trouble tickets in one of the administrator defined SharePoint lists, where these can be tracked and collaborated with other technicians and stakeholders.
And because SharePoint is used for trouble tickets collection and collaboration, it is highly scalable. And because of users' familiarity with Microsoft Outlook and SharePoint, it requires no special training or skill sets with a high rate of user adoption in the organization.
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