Axero Solutions adds Issue Tracker app to its popular Communifire social collaboration platform. The new app is a comprehensive case management system that provides the robust ability to track customer requests and questions, resolve bugs and problems, and more.
(San Diego, CA, USA) – August 6, 2010 – Axero Solutions, an established technology leader in the enterprise software marketplace, has announced a new Issue Tracker app for its flagship social collaboration platform, Communifire. Among its many other uses the innovative app makes it easier for companies to respond to customer inquiries, helps community managers answer questions, and empowers IT departments to more efficiently and effectively address computer problems within their organizations.
“There are numerous situations that demand this kind of issue-tracking capability,” explains Tim Eisenhauer, Axero Solutions Co-Founder and Managing Partner. “Organizations constantly need to be able to open a case, take a question, or initiate a ticket related to an issue and then follow it all the way through to conclusion. Our Issue Tracker app provides that comprehensive case management system. Plus it offers the potential for plenty of other creative uses that those who have Communifire are discovering for themselves.”
The new Issue Tracker app is ideally suited for online customer service, for example, and it also provides a tool for adding an “Ask the Expert” capability to social networking and collaboration communities. When members of a community submit a new ticket they can categorize it and assign it a priority, and they will immediately receive a confirmation email. Anyone connected with that particular project will also be notified, both by email and within the community. The case can then be assigned to a particular user or additional designated participants. Administrators can establish different status levels for cases, too, so progress from one phase to another can be easily monitored.
Administrators are also able to configure the Issue Tracker to control permission and access. If a company is addressing a customer concern, for example, the app can be configured so that the customer only views their own ticket but none of the cases related to other customers. If the goal is to intentionally build a searchable archive of answers to common customer service questions, however, the Issue Tracker can be configured for access by all customers.
About Axero Solutions
Axero Solutions was founded in 2007 with a firm belief that the ways that people work together can be significantly improved through the power of social media. The company is led by a senior management team of proven innovators in the areas of technology, social collaboration, and customer service. Combining their industry expertise, thought leadership, and customer-centric focus they developed the company’s signature product, Communifire, an extremely agile and flexible social collaboration platform. Communifire expands creative collaboration, boosts employee engagement and satisfaction, and improves communication to enhance performance, productivity, and profitability.