RequestTrackerPro

Request Tracker Pro is a customer support and ticketing software designed to streamline and automate customer service processes. It is suitable for businesses of all sizes, from small startups to large enterprises. According to the vendor, Request Tracker Pro is commonly used by IT departments and technology companies, e-commerce and retail businesses, financial services institutions, healthcare providers, and educational institutions. With its wide range of features and customizable options, Request Tracker Pro aims to assist in managing customer inquiries, tracking support tickets, and providing timely and personalized responses.

Key Features

All-In-One Platform: Request Tracker Pro offers support through email and text, with additional support for Twilio, Nexmo, and Twitter coming soon. The vendor claims that it allows businesses to manage all customer requests in one centralized dashboard.

Stay Organized Without Extra Effort: According to the vendor, Request Tracker Pro provides a simple dashboard to help businesses easily manage customer requests. It offers options to organize requests by date, current status, and more. Additionally, it allows businesses to separate sales requests from customer support.

Always Prepared With Templates: Request Tracker Pro enables businesses to save canned messages for quick and consistent responses. The vendor claims that it offers templates for disaster response and allows businesses to reuse templates for efficient messaging.

Prioritization That Meets Your Needs: According to the vendor, businesses can filter requests by date, status, and more to prioritize responses based on urgency. Request Tracker Pro also helps separate sales requests from customer support, ensuring efficient handling of different types of inquiries.

Automate Engagement: Request Tracker Pro automates customer engagement with saved responses and allows for collaboration among team members to resolve issues faster. It centralizes all customer requests for easy access and efficient management, as per the vendor.

Ticket Management: According to the vendor, Request Tracker Pro helps efficiently manage customer support tickets from creation to resolution. It allows businesses to track the status and progress of each ticket in real-time. Businesses can assign tickets to specific agents or teams for streamlined workflow and set priorities and due dates for timely resolution of customer issues.

Automated Ticket Routing: The vendor claims that Request Tracker Pro automatically routes incoming tickets to the appropriate department or agent based on predefined rules. It ensures that tickets are assigned to the most qualified team member for efficient resolution. This feature aims to reduce manual ticket assignment and improve response time.

Knowledge Base: Request Tracker Pro allows businesses to create a centralized knowledge base of articles, FAQs, and self-help resources. According to the vendor, it empowers customers to find answers to common questions and troubleshoot issues independently. This feature aims to reduce support ticket volume by providing self-service options and allows for easy updating and maintenance of knowledge base content.

SLA Management: Request Tracker Pro allows businesses to set service level agreements (SLAs) to define response and resolution times for different ticket types. According to the vendor, businesses can monitor and track SLA performance to ensure compliance and timely resolution of customer issues. They will also receive notifications and alerts for SLA violations to take immediate action.

Customer Communication: According to the vendor, Request Tracker Pro enables businesses to communicate with customers through various channels, including email, live chat, and phone. It allows businesses to maintain a complete communication history for each customer, accessible to all agents. Businesses can also send automated notifications and updates to customers regarding their tickets. This feature aims to enable seamless collaboration and internal communication among agents.