The powerful CITRIS™ ticketing system tracks issues from start to finish.
- 100% web based on-line system, minimizing in-house paper and telephone communication
- Easy-to-use, menu-driven web interface and web forms
- Configurable automatic e-mail notification of ticket status
- Ability to attach links to and from any web page
- Private description field for internal access only
- Powerful reports searchable by status, customer, assignee, time period, category, cause, etc.
- Report generator for custom searches
- Three access control levels determined by logon id
- Customer Level: Customers can issue tickets and view their progess
- Customer Service Level: Employees or assignees can update, assign, and close tickets
- Administrator Level: Administrator manages configuration and access control for all users
- Built in help resources and documentation
- Available technical support and maintenance programs
Built-in flexibility allows extensive customization using web forms based configuration utility
- Corporate branding, including company name and logo
- Pull-down menu content, specific to your web or ISP service
- Category selections
- Cause selections
- Ticket auto-assignment based on category selection
- Global default due date lead time with per ticket override option.
Remotely hosted in our mission critical environment. Your CITRIS™ ticketing system is up even when your service is down.
- Redundant network and firewall architecture
- Multiple T-3 access
- Fault tolerant RAID protected disk space
- Redundant servers with automatic failover
- Automatic data back-ups and offsite storage
- Three shift, 7x24 system monitoring and escalation procedures
- Raised floor environment with secure access and fire protection
- UPS, battery and diesel generator back-ups.
