Bridgetrak

BridgeTrak for Windows

BridgeTrak for Windows Offers help desks, call centers, IT departments, and technical support personnel the means to effectively manage problems and eliminate communication bottlenecks.  BridgeTrak help desk software has a familiar windows interface that is intuitive and user friendly.  

Help Desk Software Features ...

• Easy Issue Entry - Work flow features and auto-fill functionality speed data entry.  Relate issues to one another.  Spell check capability.  
• Customised Issue Display - Customise the issue form to include required fields, custom fields (drag and drop into position on the custom fields screen), and re-sort and hide tabbed windows.  
• More Organisation Options - View important issues at all times with the Status Bar.  File Attachments keep files attached to issues for easy retrieval.  
• Issue Resolution Tools - Knowledge Base stores known problems and resolutions.  Query through issue data to get to information fast.  

Attain Management Objectives With...  

• Reporting Tools - Multiple standard reports help you summarize, analyse, and classify issue information.  Launch a custom report built using Crystal ReportsTM (version 10 or greater) from within the BridgeTrak interface.  
• Issue Management - Create an unlimited number of database queries to view related issues.  View issues by any tracking field ..Customer, Priority, Status, Assigned To, etc.  
• Skills Based Assignment - Assign issues to individual or groups with the most experience or with specific experience.  
• Product / Contract Manager - Issue requests can be tied to the Products that you sell and support or Support Contracts owned by your customers.  
• Asset Manager - Enter and track assets, and track assets to issues.  
• Knowledge Collection - Easily turn Issues into Knowledge Base articles.  Make Knowledge Base information available for Private use (tied to login ID's) or for Public Use.  Even share articles through expansion modules like BridgeAccess or email them directly to customers.  

Technically Speaking, BridgeTrak for Windows...  

is a scalable, client-server application for Windows 2000/XP/2003 server.  Review the system requirements for BridgeTrak for Windows help desk software.  This help desk software ships with a Microsoft Access® 2000 database file and can also be used with a SQL Server or SQL Server Express database.  

BridgeTrak for Web

With business on the move, telecommuting workers and satellite offices, the world is relying on the Web to keep them connected.  BridgeTrak for Web does just that--keeps your helpdesk connected!  This Web-based solution provides features and functionality similar to our Windows product, but also offers some unique benefits that appeal to some business structures.  Benefits such as single-source application administration and deployment, and ease of accessibility are just two benefits of working in a Web environment.  View screens of this browser based Web software.  Be sure to sign up for a free help desk solution demonstration (you will be taken at the ScriptLogic website).  

Version 7.0 of BridgeTrak for Web is written for Microsoft's .NET platform providing a strong backbone for today's fast paced support centers.   BridgeTrak for Web's usability has been designed for a Web environment and how users work in an internet / intranet setting.   Flowing navigation is facilitated through a number of dropdown menus providing an uncluttered screen view.   Customisable screens, custom user fields, various user privileges, and other features allow you to customise the application and user settings for you needs.  

Take A Look at What BridgeTrak for Web Help Desk Software Offers:

User-Friendly Production Environment

• Communicate critical information with a real-time, scrolling message bar
• Facilitate fast data entry with an intuitive user interface and flowing navigation
• Easily customise screen layouts and views without any programming
• Designate Required Fields to standardize data entry

Organisation of Issue Data Made Easy

• Categorise support requests by status, sub-status, priority, type or category
• Organise issues with personal and public issue folders in a logical filing system
• Auditable issue history traces all work done on an issue ticket
• Link issues to products you support and contracts you service
• Store asset, vendor, manufacturer and leasing information to manage IT assets

Maximise ROI with Time Saving Features

• Automatic numbering of issue tickets
• Create issues on the fly with Issue Templates you create for common and recurring issues
• Compose emails fast using customisable templates that merge stored issue data, and standard text into an email
• Powerful Query Manager streamlines search capabilities or use BridgeSearch for expanded search functionality
• Use "set and forget" services!  Modules run as services performing constant monitoring and updating of information for services such as escalating and receiving issues via email and more!  

Seamless Workflow From Issue Open to Closed

• Link related issues with dependencies for easy and logical workflow
• Route issues to personnel based on group, status, experience or knowledge using the Skills Based Assignment feature
• Apply your business operating schedule to accurately age and manage issues

Why Web-Based Helpdesk Software?

• Offices all over the world?  No Problem!  You can log issues in a central database or search a central Knowledge Base to see a complete company-wide history of problem resolutions.  
• East Coast helpdesk agents can utilise the knowledge and experience of West Coast agents specialized in a certain field.  
• When the East Coast office closes, the West Coast helpdesk agents have access to issues and are able to act upon them.  
• Have field agents or a telecommuting work force?  Whether your agents are on the road or at home, BridgeTrak for Web enables agents to check on their issues, act on them, and resolve them in an organised and centralised helpdesk location.  
• A web-based helpdesk solution provides the ease of installation and maintenance of one server location.  No individual client installations or updates are needed!  

Cost Benefits of Web-Based Help Desk Software

BridgeTrak for Web helps you efficiently manage helpdesk / support costs by utilising existing staff and resources regardless of their physical location.  Change your database management systems (DBMS) or add licensed users as your support operations grow!  Server and DBMS costs are also kept to a minimum as Web and/or Windows applications reside on the same server and utilise the same database.  

Getting Technical with BridgeTrak for Web
(Help Desk Software System Requirements)

BridgeTrak for Web works with the Windows 2000 family of Operating Systems and can be used in either an Intranet or Internet environment.  Review the system requirements chart.  This scalable help desk software ships with a Microsoft Access® 2000 database but is also compatabile with a SQL Server or SQL Server Express database.  BridgeTrak has been certified with Microsoft® Internet Explorer® 6.0 and later.  

BridgeAccess

Bridge Access is available in the Professional Edition of BridgeTrak Suite .

Why a Web-based Customer Self Service Solution

BridgeAccess is a innovative help desk software tool enabling your customers to perform simple, self-help customer service tasks via the Web.  BridgeAccess has far reaching benefits to your help desk including increased customer satisfaction and reduced service time logged by help desk agents.  

The Benefits of BridgeAccess
(Benefits to both your help desk and your customers!)

• Provide immediate access to your help desk right from your customers' desktop.  
• Control costs by reducing the number of phone calls your help desk agents must answer by enabling others to enter their own issues.  
• Reduce the number of new issues by providing self-help options such as giving read-only access to your Knowledge Base.  
• Reduce the number of "status" phone calls by enabling others to check on the status of their issues without calling your help desk.  
• Reduce issue resolution time.  
• Increase your help desk operations to 24/7/365 without adding to your help desk staff.  
• Increase customer satisfaction!  

How the BridgeAccess Customer Service Solution Works

BridgeAccess is part of BridgeTrak Suite help desk software.  Your central database of information (issues and Knowledge Base) resides within either the Web or Windows core application.  Help desk agents will also manage all issues from within the core program.  

BridgeAccess provides a customer interface to your help desk.  It has the "look and feel" of a standard Web page giving customers a comfortable setting to navigate.  Customise the issue entry form your customers will use.  Help Desk administrators can designate which of the existing or custom fields will appear on the submission form.  Issue fields may be defined as (1) Required, (2) Read only or (3) contain Default values.  

The look is customisable too !  Display your company name, logo, and contact information.  Hyperlink to your company website.

Through a standard internet connection and browser, an unlimited number of users can: Register as a new user.  

• Define their own Login and password, login with ADX account, or the Help Desk defines a Login ID and password and the User is required to change their password at first login.  
• Reset their own password without help desk intervention.  
• Automatically receive an issue tracking number.  
• Enter new issues (which will then be verified by a help desk agent) and update those issues.  Even attach files to issues.  
• Check on the status of their issues.  
• Access your public Knowledge Base (read-only) for solutions to their problems.  
• Perform queries on their issues.  

BridgeAutoEscalate

BridgeAutoEscalate is available in the Professional Edition of BridgeTrak Suite .

BridgeAutoEscalate is a powerful workflow process tool for trouble-ticket management.  This help desk software module works with both BridgeTrak for Windows and BridgeTrak for Web!

What is BridgeAutoEscalate?  

BridgeAutoEscalate is a powerful software module to help you manage the workflow of your help desk's issues.  Automatically:

• Monitor Issues
• Escalate Issues
• Send Notifications

When issues are logged and tracked in the central BridgeTrak help desk software database, you can employ BridgeAutoEscalate to:

• Automatically reassign issues to BridgeTrak agents based on specified criteria!  
• Notify help desk agents by e-mail of a new issue, a re-assigned issue, or an issue whose status or priority has changed.  
• Trigger notifications based on issue actions that you define such as "issue escalated", "issue reassigned", or "issue exceeds time".  
  • An automatic notification can also be triggered whenever key fields (i.e.  Category, Item, Assigned to, etc...) for an issue change.  
  • Create notification rules from your BridgeTrak queries to help you expedite communications and manage Service Level agreements.  

How Can BridgeAutoEscalate Assist Your Help Desk or Support Operations?  

• Internal Uses:
  • Managers can automatically receive problem alerts for issues that are nearing Support Level Agreement deadlines.  
• Workflow Management:
  Escalate issues based on any combination of fields found in BridgeTrak help desk software:
  • Escalate an issue's Priority as the issue's Age nears a designated time interval.  Notify the support manager and assigned agent that the issue is still unresolved.  
  • Automatically reassign an issue to another help desk agent and notify the agent by email, and/or visual display.   Change the status of an issue from Open to Closed as the issue successfully passes through required steps in the Development and QA processes.  
• External Uses:
  • Trigger a one-time notification to inform customers that their support request has been Received.  Automatically extract fields from the issue such as Issue Number, Assigned to, Priority and Summary and import in your notification.  
  • Trigger a one-time notification for Resolved issues to notify customers their support request has been closed by your help desk.  
  • Notify customers that their issue has been Reassigned to another help desk agent.  

BridgeMail

BridgeMail is an enhanced feature available in BridgeTrak Suite!  Save time and money by uniting the power of email communications with the BridgeTrak Issue Tracking System!  

Communicating via email saves time and reduces phone costs.  BridgeMail maximises the power of email by converting email from your Customers into BridgeTrak issues and appending those issues.  BridgeMail will just as easily send a response back to the Customer letting them know that their email has been received and that an Issue ticket has been opened for them.

Set BridgeMail to receive email from a designated email account.  Because BridgeMail runs as a "set and forget" service, it will run silently in the background checking for new email.  BridgeMail is compatible with any mail system that supports the POP3 protocol for incoming email.  A single installation of BridgeMail will provide the email receive functionality needed for transferring email data into issues for your entire help desk.

Define how BridgeMail handles incoming email.  Select from flexible filtering options:

• Automatically convert all email into issues.  
• Filter by domain name.  Permit only email from recognised domains stored in your BridgeTrak database to become issues.  
• Filter by recognised email addresses.  Only email from corresponding to addresses stored in your BridgeTrak database can become issues.  
• Allow for manual review of all incoming email before turning email into issues by retaining all email in a holding queue.  

The following chart shows how email data is populated in various fields and tabs in an issue ticket.  

BridgeSearch

BridgeSearch is available in the Professional Edition of BridgeTrak Suite .

Respond fast to a customer support trouble ticket with quick and accurate data searches using BridgeSearch (available in BridgeTrak Suite)!  

What is the BridgeSearch software tool?

BridgeSearch is a powerful "search engine tool" that integrates with the core help desk and tracking applications, BridgeTrak for Web and BridgeTrak for Windows.  This software companion tool should not to be confused with the standard query feature found in both the Web and Windows application.  BridgeSearch enables users to quickly search their entire BridgeTrak database including issues, Knowledge Base articles, customer records, and file attachments in common file types collected by your organisation.

• BridgeSearch enables a company's help desk to create a search index of information from their entire database, including stored issues, Knowledge Base, customer list, file attachments in common file types (ie.  Word®, Excel®), and more.  
• The search index can be quickly updated to provide the most current information.  If operating BridgeTrak tracking software with multiple databases, you can create a search index for each database.  
• A flexible query can be run on the search index.  Search requests include advanced search options such as Boolean or natural language searches.  
• Process your search query and within seconds the results appear in an easy-to-read tabbed window Quickly pull up the file, attachment, issue, etc.  that was found during the query by clicking on the search results.  

How does BridgeSearch differ from the standard query feature in BridgeTrak help desk software?

The following chart outlines some of the differences between these two independent but complimentary, powerful search tools.

When you purchase BridgeSearch you will still receive the standard query tool.  Both search tools offer powerful search solutions for your help desk, call center, IT, or tracking operation.  

Active Directory Module

BridgeSearch is available in the Professional Edition of BridgeTrak Suite .

Streamline the maintenance of managing your BridgeTrak Users and Contacts with Active Directory Integration.  

Integration with Microsoft's's Active Directory®

When you use Microsoft's Active Directory® to manage your network users, you save time maintaining your network.  When you use BridgeTrak to manage internal issue requests, you efficiently manage support requests.  Pair the time saving advantages of both BridgeTrak and Active Directory together with this module and you'll facilitate making automatic additions, deletions, or updates to your BridgeTrak User and Customer tables based on data stored and maintained in Active Directory®.

Data Transfer

This timesaving integration module allows you to specify which Active Directory Users should be allowed login privileges to BridgeTrak (as Users) or should be considered Customers who may report Issues (via BridgeAccess).  Data integration is based on flexible rules that define which Active Directory Groups, within your Organisational Units, should have particular privileges for BridgeTrak Suite.  For security purposes, network passwords are not transferred into BridgeTrak but are verified from within BridgeTrak upon User login.  

Possible data fields to be transferred:

• User ID, Group Name, Email, Mobile Phone, Home Phone, FAX, Primary Phone, First Name, Initials, Last Name

Integration occurs through two methods:

• On Demand - The synchronisation of data that allows you to copy the Active Directory Users to your BridgeTrak database can be forced to run.  
• Scheduled Basis - The data synchronisation process can also be run on a scheduled basis (Hourly, Daily or Weekly).  This is one of the new "Set and Forget" Services available in BridgeTrak Suite 7.0.  

New in V8.0

BridgeTrak now offers integration with Microsoft Outlook for creating issues from emails through the click of an icon and integration with Desktop Authority’s class leading remote assistance technology enabling agents to diagnose and fix issues without disrupting the user’s workspace, as well as providing extensive remote control capabilities.   New User licensing provides flexibility for agents to switch between Web and Windows platforms for their optimal work environment.   Additional productivity tools for technicians and managers include a customisable dashboard for an at-a-glance indication of the status of help desk issues, and the ability to customise screen layouts with “drag and drop” field placements.   Managing User logons just got easier in Version 8.0 through the Active Directory Single Sign-On authentication feature.

Other features available in BridgeTrak Suite include:

• Knowledgebase (Internal / External Use)
• Automatic Issue Escalation
• Web-Based Customer Self Help Portal
• Custom Fields / Required Fields
• Standard Search/Advanced Query
• Intuitive Interface and Flowing Navigation
• Customisable Screen Views
• Scrolling Message Bar
• Custom Business Operating Schedule
• Asset Manager
• Auditable Issue History
• Turn Emails Into Issues / Send response emails Including auto-response messages
• Multiple Reports/Custom Reports
• Categorise support requests by status, sub-status, priority, type or category
• Active Directory Integration
• Issue Templates / Email Templates
• Link Interdependent Issues
• “Set and Forget Services”
• We invite you to Download BridgeTrak Suite today, or take one of the online test-drives or demo options.  

BridgeTrak is a great stand-alone help desk application or can be bundled with other solutions in ScriptLogic’s award winning line-up!

Consider complete, secure, “Incident Management” for Preventing, Managing, and Responding to help desk incidents.   BridgeTrak is available is one of three tools available in ScriptLogic’s Incident Management solution which also includes:

Desktop Authority’s Password-Self Service to enable customers to reset their own passwords—a source of an industry estimate of 40% of all help desk tickets!  

Remote Management Gateway to enable administrators to fix problems on remote computers across the office, or across the world!