Software Planner is an award winning application lifecycle management (ALM) tool that helps Information Technology (IT) departments manage all components of software development including managing customer requirements, project deliverables, test cases, defects, and support tickets.

Coupled with collaborative tools like document sharing, team calendars, interactive dashboards, knowledge bases and threaded discussions, teams begin communicating more effectively and begin delivering solutions quickly and with high quality.

Used by over 70,000 users in 24 countries, Software Planner helps great companies like Acer Computers and Procter and Gamble manage their software projects with maximum effectiveness. 

Pragmatic Software offers a Support Ticket Manager designed to help your team improve it's ability to provide customer support.  The Support Ticket Manager is an option of Software Planner or Web Information Center.  By using the Support Ticket Manager, your clients will be happier and will be able to more easily communicate with your support staff.

How does it Work?

Pragmatic Software will work with your team to create a branded web page that allows your clients to navigate to your website and enter support tickets.  Upon entering a ticket, a support ticket number is assigned to your client and the client will receive an email notification that the ticket was submitted.  Your support team is also notified of the new ticket and can begin answering the ticket.

The support ticket information flows inside Software Planner or Web Information Center, allowing you to assign the tickets to support members of your staff and track the resolution of each ticket.  A myriad of reports are available that allow you track the number of tickets over time, status of tickets, assignment of tickets, etc. 

Your clients will be able to check the status of their support ticket online at any time.  Pragmatic Software can password protect the support entry process or allow any client to add tickets, the choice is yours.

Case Study

First Choice Power is a utility company that needed their customers to be able to send questions and problems regarding their utility bills to them for resolution.  First Choice Power subscribed to Web Information Center and began using the Support Manager to improve their customer service.

What the Client Sees

The client goes to First Choice Power's web site and clicks the Contact Us link:

First Choice Power only wanted authorized individuals to submit tickets, so we turned on the required login preference, forcing the user to log in.  This is optional, it can be setup without forcing a secure login.

Once the client logs in, it shows a branded page that allows the client to enter a support ticket:

Upon submitting the ticket, the client learns the support ticket number:

The client and the support team receives an email regarding the ticket:

The client can track the ticket online at anytime.

What the Support Team Sees

The support team receives an email when a ticket is submitted and can respond to the client from directly within the email.  The support team can also review tickets from within Software Planner or Web Information Center: