What is HelpTrac?
HelpTrac is a help desk management system which automates all those tasks your help desk technicians have been performing by hand. In addition to the recordkeeping, HelpTrac organizes the information, with reports to help you determine where training would decrease the number of help calls, find out which hardware and software (and users) are having the most problems, and track vendor and equipment information. HelpTrac can be used to justify staffing changes, document episode histories, and audit responsiveness of help desk staff. With HelpTrac, tasks can be prioritized and you can be sure that the right technician is working on the right task. Even low priority tasks get attention because their urgency escalates as time passes. Instead of solving the same problems over and over, HelpTrac lets you search text information to find previous problems that are similar and recall how those problems were resolved in the past. HelpTrac is written in C so it’s fast. The data is stored in dBase
