The Service Desk Management Solution with Unequaled Time to Productivity Powerful. Flexible. Affordable

Watch how fast you'll streamline and automate your help desk and customer support operations with FootPrints. This award-winning, powerful service desk tool will help you reduce support costs, speed customer problem resolution, improve agent workflow, and deliver worldwide support 24/7.

FootPrints gives you flexible, comprehensive capabilities without the burden of required programming, consulting, or dedicated staff to run it. You’ll be running in live production in just days with centrally managed tracking for all incoming customer requests from multiple channels (phone, email, web, live chat, & wireless devices), self-service online, knowledge management, business rule automation, service level management, two-way email management, workflow and change management, and powerful, automated metrics and reporting to keep a constant pulse on productivity, trends, and performance.
Users only need a standard web-browser. FootPrints software can be run on your server or ours. FootPrints supports Microsoft Windows 2003/2000/NT, Unix, and Linux, as well as many popular databases and browsers.

FootPrints will have a ripple effect throughout your organization, delivering measurable benefits beyond the help desk or customer support center.

We invite you to contact us today for a free demo!

Footprints Features

FootPrints delivers strong results worldwide for help desks, customer support and eService centers, development and bug tracking, IT resource tracking, facilities management, and other project management. FootPrints supports numerous popular platforms, including Microsoft® 2003/2000/NT®/XP, Linux® and Unix®, and many databases, including Microsoft SQL Server™, MySQL™, Oracle®, Microsoft Access, and Postgres.

New in version 8

• Streamlined ITIL compatibility tools
• Comprehensive CMDB with no programming
• Powerful workflow automation
• Bold usability features
• Advanced customization options

Centrally manage all issues with comprehensive tracking

• Centrally track and manage multi-channel requests - phone, email, the web, live chat, and wireless devices
• Record, track, assign, escalate, manage, and report on issues throughout their full life cycle
• Manage multiple projects or workflow scenarios for different functions, users, and groups worldwide
• Use FootPrints Telephony* to automate skill-based telephone call routing and auto-populate tickets with the caller’s contact data

Save time using well-defined, easy-to-navigate web architecture

• Work with 100% web-based architecture by design
• Make the flexible, powerful, and highly customizable user interface your own
• Get into live production in just days without any programming, consulting, or database administration
• Run your service desk on just a standard web server
• Archive, backup, restore, and purge ticket data with built-in database management utilities

Make FootPrints your own with extremely easy customization

• Fully customize FootPrints using simple, web-based forms and project wizards - without any programming or database administration
• Provide industry-standard access to FootPrints data from external applications for full SQL queries, issue creation, and updates using the XML/SOAP programming interface, which supports Microsoft. Net, Java, and Perl
• Choose from numerous project templates to quickly set up multiple projects for different groups and business functions using the most popular features
• Tailor FootPrints to your organization's unique needs for business rules and support task automation, including auto-routing, escalations, email notifications, and broadcast messages
• Adapt FootPrints to your organization's own identity - logos, colors (including the ability to change colors for each project), fonts, and language(s)

Improve and speed-up agent workflow

• Incorporate your organization’s unique business rules and escalations
• Optimize global, 24/7 support with follow-the-sun escalations to escalate issues to different teams at different times based on availability
• Define work schedules for all agents with an agent availability matrix and generate individual work schedules for internal and external team members
• Define custom roles for restricting access by group to any functions
• Enable administrators to set up and control access to specific fields based on specific roles of individual agents and on the status of issues
• Designate team leaders and supervisors for escalation notification and auto-assignment
• Create global issues to broadcast pervasive issues and related information
• Create user-definable quick descriptions and signatures
• Use quick issue templates to quickly record common issues
• Build parent/child relationships for related issues and tasks for complex processes, like "new hires"
• Create subtasks from an escalation and implement new escalation actions to update custom fields
• Save agents time by giving them the ability to get a consolidated home page view of assignments in multiple projects
• Provide an easy way to organize contacts by company using master contact records. Each company contact inherits properties from the master, like service level, corporate address, and more

Automate and manage changes throughout your entire organization

• Track feature requests, change requests, and defect reports using FootPrints' built-in features
• Enable your quality assurance teams to track testing cycles with customized workflows
• Use the FootPrints Change Management* add-on module to extend your change management capabilities:
  • Manage and automate changes throughout your organization, including IT change management, Sarbanes-Oxley IT compliance tracking, and other business process/change management needs
  • Create, customize, and automate a comprehensive approval process, including stages of approval and voting processes
  • Ensure that related communication and workflow processes are met

Dynamically access your existing customer contact records and other data – without programming

• Use the FootPrints Dynamic Address Book Link* to dynamically access your contact records stored in your corporate LDAP-based address book (including Microsoft Active Directory, Microsoft Exchange, etc.)
• Use the FootPrints Dynamic SQL Database Link* to dynamically access user contact, service contract, asset, and other data stored in SQL-based databases (including Microsoft SQL Server, Oracle®, etc.). Additionally, the FootPrints Dynamic SQL Database Link includes the FootPrints Dynamic Field Mapper to help you dynamically populate issue data fields and table views from any SQL-compliant database (including Microsoft SQL Server, Oracle, MySQL®, etc.)

Manage Customer Service Level Agreements (SLAs)

• Automate and track your customer service level agreement management process for internal and external service agreements with a fully customizable SLA module for contract information, automated due dates, multi-tiered escalations, and reporting
• Easily set up service level agreements by priority

Give customers self-service online for instant help 24/7 and improve satisfaction

• Empower customers with the ability to submit and track their own issues
• Deploy a simplified, highly customizable single-frame customer portal within your existing web site with the FootPrints Customer eService Portal. Configure the portal with your organization's own look without any programming.
• Send automatic, proactive alerts and notifications, to keep agents and/or customers informed during the problem resolution process
• Design, distribute, and manage your own customer satisfaction surveys within FootPrints

Build and access solutions knowledge for agents and users

• Create separate technical and self-service solutions knowledge bases for agent and customer access
• Control submissions to knowledge bases by imposing an approval process
• Link to your other knowledge bases or to public knowledge bases, such as Google™ or Microsoft® TechNet
• Use FootPrints Integration with RightAnswers' Knowledge-Paks®* to access professionally written support solutions knowledge bases for both agents and users

Manage incoming and outgoing support email

• Manage, age, query, and track all tickets submitted via email
• Create issues from emails, including their attached files
• Send customizable email alerts and notifications, including mass emails
• Ensure complete security for all incoming and outgoing email in FootPrints
• Automatically track email conversations
• Schedule and distribute mass emails with news and updates to your address book contacts
• Support IMAP, POP, and SMTP emails

Integrate your CRM sales tracking with service desk automation

• Use FootPrints CRM Bridge* to give your support and sales teams direct, dynamic access to the latest customer contact data stored in your Microsoft® CRM, Salesforce.com® or Salesnet®’s hosted CRM sales-focused solutions to help facilitate support calls or close prospective deals and improve communication line

Automate IT asset management linked to your web-based service desk

• Automatically track and record IT assets to speed problem resolution with one of the following add-on asset management solutions that best fit your needs:
  • Use FootPrints Asset Management* to automatically track all the hardware, software, and other devices on your corporate network (along with changes and physical locations), manage software license compliance, store and search asset data in the database, and generate comprehensive asset reports
  • Use FootPrints LANsurveyor* to automatically map your network, draw network diagrams, and discover your assets – an affordable solution to track assets for PCs and Mac® computers
  • Use FootPrints Integration with LANDesk® Inventory Manager* to quickly troubleshoot and resolve technical problems faster with dynamic access to IT asset inventory capabilities in your organization’s LANDesk Inventory Manager
  • Use FootPrints Integration with Microsoft SMS Asset Management* to dynamically access your PC asset inventory data stored in Microsoft SMS Asset Management
  • Use FootPrints Software Deployment* to deploy patches, fixes, upgrades, and more to solve issues and provide preventative maintenance before issues occur

  

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Automatically track time, trends, and performance with graphical reports and metrics

• Easily create, save, and auto-run real-time, customizable metrics and graphical reports, and other built-in customizable reports, to quantify performance, trends, and more
• Get a consolidated, real-time view of multiple service desk activity and performance metrics with the automated, administrative flashboard that’s fully customizable
• Give your agents the ability to view their own activity and performance with the customizable individual agent flashboard
• Report on complete audit trails for organizational and governmental auditing
• Generate quick reports, custom reports using templates, cross project reports, and automatically scheduled reports
• Run reports containing query statistics
• Effectively manage agent time tracking for performance reporting, departmental charge backs, and customer billing. Includes automated and manual time tracking, auto-calculation, and optional comments

Provide comprehensive security for your data

• Ensure authorized access with multiple security levels and password authentication, using Microsoft Windows NT, LDAP, Unix, or FootPrints authentication
• Give complete security for all incoming and outgoing email in FootPrints
• Select your own location for the File Attachment Directory for additional security