Cape Town, 07 Aug 2018
"Onsoft has supplied Track-It! to hundreds of clients in Africa over the last 19 years. Track-It!'s enduring success has been based on its ease of use and the powerful functionality that it provides, from help desk automation to inventory management. With Track-It! 2018, we're seeing a dramatic evolution of this winning formula," says Mark Saacks, MD of Onsoft.
"We are extremely excited to announce the general availability of Track-It! 2018 R2," says Cris Coffey, Principal Product & Marketing Manager, Mid-Market Solutions at BMC Software.
"This release represents a major step forward for Track-It! with a completely overhauled Track-It! platform, new user experience and a great deal more flexibility and functionality than ever before. Track-It! 2018 adds the features that our customers have been asking for, like form customisation and business rules, while continuing with the traditional ease of deployment, ease of use and ease of management that Track-It! is known for. It also provides a modern platform that allows us to add new functionality much more rapidly. This means customers will not only get a brand-new product, they will also receive new functionality and feature enhancements on a regular basis."
The Track-It! help desk provides organisations with an automated system for capturing user requests. The help desk can be deployed across multiple business units, for example, IT, HR and facilities management, and is used to log, track and report on the progress and resolution of requests. IT asset management functionality is integrated with the help desk, for a complete service management solution.
Track-It! addresses real, and all too familiar, business problems: "When something falls through the cracks, users get upset, upper management gets involved and IT looks bad."
Track-It! improves the quality and reliability of help desk operations by tracking everything. Business rules and SLAs ensure proper routing, notifications provide reminders and, ultimately, escalations if something starts falling behind. Nothing falls through the cracks.
"Our technicians spend too much time logging tickets for users, manually allocating and routing tasks, and checking e-mail for issues that should be tickets. It is a waste of time."
Track-It! improves the quality and reliability of your help desk operation through automation. Track-It! automatically converts e-mail to tickets, automatically routes tickets to the right group or technician based on the task, applies service level agreements or other business logic where necessary, spawns change requests if needed, e-mails those that need notification and notifies everyone when the task is completed. Track-It! automation allows you to save time, effort and, ultimately, money.
"Our technicians waste time troubleshooting things that have already been solved in the past. This wastes the time of our users and our techs. It prevents us from getting more important work done."
In Track-It! when a problem is solved, technicians can generate solutions that are stored and searchable by other technicians. Leveraging past knowledge ensures technicians are able to spend time working on more important issues or special projects, not "re-inventing the wheel".
"We have trouble objectively showing how much work our team does and justifying the need for more resources."
When you manage your work through Track-It! the system automatically collects the data you need to generate key reports and metrics. These reports will help you demonstrate the effectiveness of your employees, justify the need for additional resources, provide evidence for pay increases, help find opportunities for improvement and help you monitor the general health of your help desk operations.
"Onsoft has been providing strategic IT services and solutions to clients for over 20 years. Track-It! was one of the first solutions that we recognised would add significant value to the South African IT market. Through the ongoing development of the software, the benefits that Track-It! continues to deliver has ensured its position as a leading help desk solution," says Saacks.
For more information, please contact sales@onsoft.co.za.
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