Tracker Public Live Demo – Customer Support
NetResults Tracker is very flexible and can be customized to fit virtually any workflow and tracking requirements. This demo currently presents a site tailored for a Customer Support process.
This demo describes a fairly simple customer support scheme. By logging in as the various users of the system, you can obtain a feel for how the system works for each individual in the process.
About this Demo
- Start your Demo Evaluation Now
- Workflow and Users in this Demo
- Things to Note while trying out this Demo
- Restrictions Configured onto this Demo
Start your Demo Evaluation Now
To start your evaluation:
- Click on a button below to log into a demo site as the desired user. A new browser window will be created.
- It will contain the NetResults Tracker login web page with the User ID and password already filled in, just click on the Login button.
- When you are done using the system as that user, click on the Logoff icon at the top of your web page, then return to this window to try out the system as another user.
- Each user session is set to time out after 20 minutes.
Customer Support Demo Site 1 - No Admin Login Allowed
Admin not allowed on this site so that users can use the system without unexpected changes occurring in workflow, schema or user databases.
Submit Page
Click on the link below to see the Submit Page for Unregistered Users.
Submit Page
Customer Support Demo Site 2 - Admin Login Allowed
Submit Page
Click on the link below to see the Submit Page for Unregistered Users.
Submit Page
Workflow and Users in this Demo
The primary workflow used by this demo looks like this:
Reported > In Process > Closed
There are two organizations involved in the process:
- Restricted Users - external customers or partners who report support issues and requests
- Support - responsible for responding to customer requests and issues
Within each organization, the following users are defined (you can log in as any of these users):
| Restricted Users | res_three, res_four - External Customers or Partners |
|---|---|
| Support | sup_mgr - Support Manager sup_one, sup_two - Support Engineers |
The password for each user is the same as the User ID. Feel free to log in as each user and perform normal operations.
Things to Note while trying out this Demo
- After logging in, you are presented with a "home" page that summarizes the tickets submitted by the user, or assigned to the user. Each user can select the reports to be displayed on their Home Page by clicking on the "Preferences" link in the upper right corner of the Home Page.
- Use the Add button to create a new ticket.
- Use the Task button to advance the state of a ticket. This allows each person assigned to a ticket to enter the correct information after completing their assigned task without any specific knowledge of the workflow as a whole.
- The workflow is set up so that newly added tickets are placed into a queue for someone in 1st Line Support to pick up. At that point, the Support Engineer owns the ticket unless it is escalated or closed.
- NetResults Tracker allows limiting access to tickets. For example, in this demo the external users are only allowed to see those tickets that they themselves have submitted.
- Each user can define their own saved queries and report layouts. They can also use the saved queries defined for any user group of which they are a member.
Restrictions Configured onto this Demo
This site is being used by many evaluators. To minimize conflict between users, the following features have been disabled or modified:
- Email is not actually sent for email, alerts, and discussion notifications.
- You cannot upload any file attachments.
- You cannot change the database type (it is always Microsoft Access).
- You cannot use the Maintenance functions.
- You cannot access the Workgroup Management System (WMS).
- You cannot access the User Management System (UMS).
- You cannot change any user passwords.
- The contents of the database are reset every night.