Name: Web Tracks
Price: 295 USD
Author: Gritware

Customer Training

Help Desk

Web and Video Conferencing

Customer Support

Cross-Browser Testing

Feature Management

Product Analytics

Virtual Reality

Development

Business Intelligence (BI)

Collaboration

Contract Analysis

Emissions Management

Payment Facilitation

Workflow

Enterprise

Accounting

Accounts Receivable

CTRM

Travel Management

Treasury Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

API Management

Change and Configuration Management

Cloud Migration

Cloud Storage

Configuration Management

Data Deduplication

Database-as-a-Service (DBaaS)

Fraud Detection

Game Engine

Integration Platform as a Service (iPaaS)

Managed Public Cloud Infrastructure

Migration

Mobile Data Security

Mobile Identity

Network Performance Monitoring

SaaS Management

Sensitive Data Discovery

Software Composition Analysis (SCA)

Time Series Databases

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Content Marketing

Email Marketing

Marketing Automation

Online Reputation Management

Social Media Management

Social Media Publishing

Survey & Forms Building

Web Analytics

Marketing

AI Meeting Assistants

Project Management

Task Management

Professional Services

Customer Relationship Management (CRM)

Lead Generation

Sales Enablement

Sales Incentive Compensation Management

Sales Performance Management

eCommerce Analytics

Sales

Cloud Infrastructure Entitlement Management

Intrusion Detection

Security

Aviation

Banking

Geographic Information

Insurance Agency Management

Insurance Claims Management

Physical Therapy

Vertical-Specific

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Web Tracks, developed by Gritware, LLC, is a Help Desk and Asset Management Software designed to streamline IT operations for small to mid-sized IT departments. According to the vendor, this browser-based solution caters to a range of professions and industries including IT Administrators, System Administrators, Systems Integrators, Internal IT departments, and Provincial WAN managers. With its array of features and customizable options, Web Tracks aims to simplify the tracking and management of computers, software, peripherals, and help desk tickets, potentially making it a valuable tool for efficient IT management.

## Key Features

**Browser Based Front End**: According to the vendor, Web Tracks can be accessed through any browser, eliminating the need for additional software installations and allowing easy access from any device with an internet connection.

**Automated PC Inventory Software Tool**: The vendor claims that Web Tracks offers an automated tool for hardware and software audits, aiming to simplify the tracking and management of inventory, providing accurate and up-to-date information.

**Comprehensive Asset Management Features**: According to the vendor, Web Tracks offers comprehensive asset management features that aim to facilitate the tracking and management of computers, software, and other assets throughout their lifecycle.

**Brandable Self Service Help Desk Portal**: The vendor states that Web Tracks allows for the customization of the help desk portal with branding, and enables pass-through Active Directory authentication and synchronization for a seamless user experience.

**Multiple Editions to Suit Company's Environment**: According to the vendor, Web Tracks offers Free, Standard, and Enterprise editions to cater to different company needs and requirements.

**Efficient Help Desk Software**: The vendor claims that Web Tracks provides help desk software functionality, including task and ticket assignment to technicians, report generation, and priority management.

**Integrated E-Mail and Email-To-Ticket Converter**: According to the vendor, Web Tracks offers integrated email capabilities, automatic ticket notifications, and the ability to create and manage tickets through email conversations.

**Self Service Help Desk Portal**: The vendor states that Web Tracks provides a self-service portal for users to submit requests, access existing requests, and search the knowledge base. Integration with Active Directory allows for easy sign-in using existing accounts.

**Powerful Searchable Knowledge Base**: According to the vendor, Web Tracks offers a powerful searchable knowledge base that allows for the creation of custom articles, including inline images and attachments.

**Comprehensive Asset Management Software**: The vendor claims that Web Tracks provides comprehensive asset management functionality, allowing for the tracking of computers, software, peripherals, and help desk tickets linked to computers. It also offers automatic discovery and import of computer records, detailed computer information, and customizable peripheral tracking.

Basic

GrooveHQ is a simple help desk platform meant for small businesses and startups. The free version contains a ticketing system for two teammates. The $15 per agent, per month paid plan supports unlimited users, white labeling, integrations, and a workflow system for prioritizing tickets.

GrooveHQ

Founded in 2003, Vivantio is a provider of customer service optimization software and solutions for B2B service teams. By combining enterprise-level software with the flexibility of a cloud-based solution, Vivantio provides a unified service management platform. The platform scales to meet the complex business needs of large, multi-site organizations, to optimize workflows across several departments including IT, operations and customer service.

Vivantio

Web Tracks

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

Gritware

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

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Web Tracks

Overview

What is Web Tracks?