The goal of Issue Tracker is to provide a consistent experience for the technician on the phone and consequently the end- user, while still allowing the company to customize their support process.
Help your company
become it's best
These are instructions on how to locate the decision trees in tracker for review.
go to "http://tracker.serverplus.com" or log in through the serverplus.com login.
Login using your username and password. Your username and password should have been provided for you already. If not, contact Server Plus to obtain this information
Highlight over the support tab and select subscriber.
Make sure your company is selected in the company box. Here you may search by username, first name, or last name to locate an individual customer if necessary. Leaving these options blank will give you all the subscribers under your company. When you have entered in your search criteria hit the search button
The next page gives you all the results matching your search criteria. Click on the name of the customer you want to locate (usually there is also a test account you can use if you are just looking at the Decision Trees).
Once the customer is selected it will show you a history of that customer’s logged issues. As you can see the test account we have here has no past issues. Click “new”
Once you click new it will ask what medium you are using. This is used by the techs to differentiate phone support from e-mail support. Feel free to just leave it on its default “phone” and click the save button.
Now you have the option to choose what service and what issue you want to look at. This is where the Decision Trees are located. Each service has a set of issues related to it. (ex. All billing issues are contained under the billing service) you first select which service you want to look at and then which specific issue. After you have selected the issue you want to examine click the save button.
In the example provided here we will be looking at the Signup over the Phone Decision Tree located in the Billing/Sales service.
Once you have clicked save you will be able to see the Decision Tree section. This section has instructions for the techs to follow. You can review this information and provide feedback as to changes that need to be made.
If you have any questions feel free to contact Server Plus for assistance