Infinite Access, Inc. Releases CITRIS Web Helpdesk System; Web Based Helpdesk Software Designed Specifically for Web Sites
Written by zhangyuan January 23, 2008 10:32
Infinite Access, Inc. today announced the release of CITRIS(TM), the company's web based helpdesk, ticketing and issue tracking The management of change requests. It might be a stand-alone system or part of a help desk system that tracks bug reports. system.
CITRIS, which stands for Customer Identification, Tracking, Referral and Information System is designed for flexible use in helpdesk, customer service and sales lead tracking for web sites, ISP's and corporate Intranet applications. CITRIS utilizes a user friendly web interface that can be customized to meet the needs of any web site.
"CITRIS provides an effective and efficient system for initiating, tracking and resolving critical issues directly over the web," says George Aiello, President and CEO of Infinite Access. "Having built the original software for our internal use we quickly realized web developers, content providers, ISP's and corporate Intranet managers could benefit from the program just as we have."
Access to the CITRIS system is determined by one of three permission levels which include Administrator, Customer Service and Customer, typically the end user. Based on their permissions, employees, customers and other end users can open, update, view and close tickets over the web without personally contacting a technician or generating lengthy email correspondence, saving considerable time and resources for the company, its employees and customers. Ticket tracking is accomplished by accessing the reports module which includes a menu of preset reports in addition to a custom report generator tool. The CITRIS program is designed to easily link from any web service via an icon and URL.
The application's configuration utility permits customization to meet the needs of most web based business applications via simple and familiar web forms. The configuration utility allows for private labeling of screens, setting of individual permissions, determining how ticket notification to assignees assignee (assign) n. a person to whom property is transferred by sale or gift, particularly real property. (See: assign) is handled, customization of issue categories and causes, management of ticket assignees including an auto assignment feature based on category, incorporation of end user lists and customization of other features. No programming or database management skills are required making CITRIS one of the easiest ticketing systems to administer.
Infinite Access, Inc. currently offers CITRIS with EMC's ("www.emc.com") web site management services eliminating the requirement for CITRIS customers to maintain a costly server environment just to manage a ticketing system. The company has contracted with EMC of Hopkinton, MA to remotely manage the CITRIS web server installations in an industrial strength mission critical raised floor environment including fault tolerant redundant T-3 Internet connections, 7x24 monitoring, powerful servers, diesel back-up generators and other important features critical to on-line business requirements.
The remote CITRIS environment provides the benefit of communication redundancy so a corporate Intranet or web provider's customer service department can remain in contact with end users in the event of a server outage on their web site. "Even when our customer's web servers are down, their CITRIS ticketing system can be up providing them and their end users with reliable communications when it is needed most," Aiello said.
CITRIS pricing is on a per assignee seat basis. The initial user (assignee) license includes five (5) seats and all additional assignee seat licenses are sold in five (5) seat increments. Volume discounts, based on a sliding scale, are applied to incremental seat licenses. CITRIS licensing allows for an unlimited number of end users at no charge.
All initial licenses of CITRIS include thirty (30) days of technical support including setup and configuration assistance. Longer term technical support, maintenance and upgrade agreements are available for an additional cost.
Additional information about CITRIS can be found on the World Wide Web at "http://www.citris.com". Infinite Access, Inc., located in Walnut Creek, California, is a leading developer of web based business software solutions. In addition to CITRIS(TM) the company offers a real estate listing management system called RealtyExpo(TM) and MailChute(TM), its corporate universal email application.