Email to ticket, organizing the trouble tickets, next action ticket to individuals and reporting. Setup was simple and effective to managing my IT Department and Lock Desk at this Mortgage company.
I don't like to having to purchase a license for each individual I want to have the ability to pass on tickets to others as this reduces the effectiveness of getting the tickets in front of the proper person in a timely basis.
Most important issue is giving users a direct link to access the system and submit tickets as the security level is minimal. The software needs to be updated to a tier 3 / layer 3 capabilities so they can securely access via a website and have the data back in the DMZ protected.
This will require a clear project in mind before getting Issuetrak experts to help you design it. Internal access is great, if you need tickets submitted from outside your network you will require the Email to ticket module setup. I thinks its best to get two individuals primarily evolved with setup and administering this software. Too many and too few that know the system was a problem in the beginning.
Fast response time to helping 700 employees with computer issues and allow Loan officers to request Rate locks quickly and effectively.