Automated E-mail notification: Customers receive automatic e-mail notification whenever an issue has been opened in their names and whenever the issue has been updated.
Online Self-Service: Customers can login to FootPrints to open a new issue or to review the history of all open and closed issues in their names.
Global Issue Notification: When multiple customers are affected by a similar issue - such as a network printer being offline - they can subscribe to receive notification when the issue is resolved.
Customizable Interface: Department administrators can define shared views, while individual users can create views that help make them most efficient.
E-mail Alerts: Rules can be created for e-mail notifications of critical support issues.
Searching: Provides extensive search capabilities, including full text
Reporting Features: Agents can view issues assigned to them as well as a summary of all active and closed issues. Provides over a dozen pre-defined reports, including historical tracking, as well as customizable reporting.
Time Tracking: Includes providing total time devoted to an issue.
Knowledgebases: Allows users to create knowledgebases containing tips and solutions.
Create Global Issues: Allows a wide-spread problem to be consolidated to that all individual issues are linked to it.