Issue Management Software, Issue Tracking Software

By: Customer1  09-12-2011
Keywords: Workflow Management, Service Level Agreements

An integrated knowledge base helps agents find the best solution for each issue. Issues that cannot be resolved on first interaction are escalated based on workflow management rules you define.  And the structured classification system ensures that issues are properly categorized, making detailed reporting and root-cause analysis easier to perform.


  • Track and resolve customer issues easily and efficiently;
  • Ensure service level agreements do not exceed time limits;
  • Categorize issues for rich-reporting data and root-cause analysis.


  • Define issue escalation and routing processes to resolve issues faster;
  • Capture details that are specific to your needs with user-defined fields;
  • Agents and customers may attach files to issues for more detailed descriptions and reference;
  • Complete history of activity for each customer and issue lets you track your issue resolution performance.

Keywords: Service Level Agreements, Workflow Management

Other products and services from Customer1


Customer Support Solutions | Customer1

As suite solutions continue to expand in scope, they layer-on additional complexity for users, managers and administrators.


Workflow Management Software, Workflow Software

Associate issues with different colours, depending on their priority and status against service level agreements, making them easier to track. Automatically escalate and route issues to appropriate agents and second-level support based on business rules and parameters. Ensure service levels are met while automatically providing status updates to customers as issues move toward resolution.


Self-Service Software, Customer Self-Service Portal

Users can search for the information they need in the knowledge base and submit service requests, as well as view and update any previous requests. Increased agent productivity through the reduction of repetitive inquiries into the contact centre. Giving customers the ability to resolve their own issues by searching through the knowledge base. Real-time communication between agents and customers on specific issues.


Professional Services | Customer1

Business needs analysis and requirements;• Business process mapping and optimization;• Define project plan and assign managers, resources;• Set up milestones and measures of project success. With a solution designed to make deployment and training easy, we measure implementations in weeks and training time in hours, ensuring your support system is up and running quickly.


Knowledge Base Software, Knowledge Base Management System

The knowledge base also drives the self-service portal, providing 24-7 access for your customers and allowing them to browse and resolve inquiries themselves. Our knowledge base software provides your agents and customers with access to the answers they require to resolve support issues quickly. It also minimizes ramp-up time for new agents, reducing the amount of training required to hours, not days.