SimpleHost

Support Incident Tracker

Category : Customer Support
Version : 3.66
Views : 4
Ratings : 0 out of 5
Reviews : 0
Space Required : 10.16 MB

Overview


Support Incident is a web based application that uses PHP and MySQL and will help you manage contacts, sites, technical support contracts and support incidents. All of this is in one convenient place and you can send emails directly from the software. It's very easy to attach files and record every communication in the incident log. There is also a service level agreement that allows you to flag incidents if they stray outside the normal boundaries. The donation procedure for this software is also very easy and can be done right from the company website. The great news is that you don't have to worry about downloading anything and you can use this from any browser.


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Features


  • Web based: easy to install and use
  • Incidents can be shared between engineers to encourage team working
  • Incidents can be assigned Low, Medium, High or Critical priority depending on customer impact
  • Log of customer communication and engineer actions with each incident
  • Knowledge Base
  • Tasks List
  • Engineer/user profiles
  • LDAP Integration (Support for Active Directory, eDirectory, openLDAP)
  • Configurable list of engineer skills which can be used for sharing incidents amongst engineers with similar skills
  • Dashboard, including installable components such as RSS Feeds and Statistics
  • Fast search facility, including full text searching
  • Reporting
  • Multiple language support, currently 13 translations and counting
  • Extensible via plugins

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