HD-Track – product directory

Get an overview of which articles or products each of your support customers have by adding a product directory to your HelpDesk. By setting up a product directory that is linked to registered tickets it is easy to establish which products require the most support and which products each individual support customer has.

Advantages of HD-Track

• A more efficient support process – optimization through reports on all the items you are giving support on, which require the most support etc.
• Better customer services – more knowledge leads to better understanding and improved services.
• Better products – HD-Track gives you valuable information that can help in the development of new products and the elimination of common problems.

How it works

A product directory in an XML format is imported into HelpDesk, giving you an overview of all the items you are giving support on.  Examples of products are: goods, services, activities, persons, places, information or ideas. It is then possible to link products to a specific person, an organization or an object. Thus it is possible to generate reports with overviews of your products as well as your customers' support histories.

The plug-in also helps you organize the resources of your support department according to how much support each product requires. Reports and support statistics also provides valuable information in the research and development processes for new product developments and help you improve key products and avoid common problems.

Information based on reports and support statistics can also form the basis for training or information efforts.   

Follow your customers' opinions of your products to get a good understanding of their requirements and help improve the communication with each customer.