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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