Support Tools
Software tools can help you and your organization manage your support infrastructure. Some are commercial, while other support tools are open source; prices range from free to tens of thousands of dollars. Some organizations even prefer to write their own tools that better meet their specific needs.
Support tools provide a wide variety of functionality to help you manage, automate, and document your support processes. Some of the major functions you should look for in support software are as follows:
Trouble ticket management
Mail to trouble ticket gateway with auto-responder
Customizable form fields for entering new tickets
Trouble ticket summary reporting
Escalation process automation
Historical logs with search capabilities
Problem ...
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