BridgeTrak delivers the features and benefits most requested by help desks, call centers, and technical support departments. Review the features found in the software or evaluate the software for yourself with our free comprehensive demo of BridgeTrak help desk software.

User-Friendly Production Environment

• Easy-to-use, install and implement BridgeTrak help desk software
• Facilitate fast data entry with an intuitive user interface and flowing navigation
• Easily customize screen layouts and views
• Designate Required Fields to standardize data entry by your help desk staff
• Custom data tracking with Custom Fields (includes Boolean data type)

Maximize 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 email fast using customizable email templates that merge stored issue data, and standard text into an email
• Automatically escalate issues based on rules you define and contact all parties involved with BridgeAutoEscalate
• Powerful Query Manager streamlines search capabilities or use BridgeSearch for expanded search functionality
• Easy maintenance of users and customers with the ActiveDirectory Module
• 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!

Organization of Issue Data Made Easy

• Categorize support requests by status, sub-status, priority, type or category
• Organize 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

Utilize Communication Channels

• Communicate critical information with a real-time, scrolling message bar
• Receive email with BridgeReceive to quickly transfer data into issues
• Use BridgeAutoEscalate to automatically contact all parties involved when the status of an issue changes

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

Easily Turn Data Into Reports

• Utilize numerous standard reports or create custom reports
• Integration with Crystal Reports^TM Version 10 or greater
• Export reports to different file formats (PDF, Excel, Text, etc.) for use in other applications

Utilize The Power of a Knowledge Base!

• Close issues fast by accessing information stored in internal Knowledge Base articles
• Zero in on Knowledge Base data faster with an advanced find functionality
• Quickly organize or find knowledge-base items by category, product, or keyword
• Formatting options include an HTML editor and a spell check

Reduce Costs While Providing 24/7 Customer Self-Help Via the Web with BridgeAccess

• Free up agents by allowing customers to enter, update, and check on the status of issues via the Web (easily incorporates into any web site)
• Reduce the number of trouble tickets by providing customer access to a Knowledge Base of solutions
• Designate Knowledge Base articles for internal/external customer use through BridgeAccess while keeping other articles private to agents only
• Customize screen templates for customers
• Permit customers to reset their own passwords

Easily Expand BridgeTrak with your Growing Business

• Easily scale to more powerful databases or add users as your business grows
• Add modules to expand functionality as your support demands increase or change