MenaTracks

MenaTracks is a powerful ITIL web-based service desk solution handling incidents and requests. It    provides an interface for other activities such as change, problem, configuration, release, service level, and IT service continuity management.

MenaTracks helps you in managing and solving your business internal and external incidents. Organization customers’ incidents can be reported directly by the customers using their MenaTracks account or indirectly by passing their incidents to a helpdesk team who will enter it on the system to be tracked for follow up and referencing.

MenaTracks users can save time and effort with the system’s automated Email and SMS notification feature.

Users can subscribe to be notified for specific projects/incidents having a certain priority for them; MenaTracks will notify those users for any change happening to the incident (whether it is newly created, closed, opened, reopened …etc).

Features

• ITIL Web-based service desk solution.
• Access Rights Management.
• SMS/Email Notification.
• Level of Authority.
• Business Rules.
• Multi Language Support.

Integrations

• Integration with Active Directory and Windows Domain.
• Integration with Social Media Channels.
• Integration with IP telephony system.
• Integration with complaints forms on clients' website.
• Enable Single Sign On.
• Integration with Chat Bots.
• Integration with ERP Systems.

Components

• Incident Management .
• Problem Management .
• Change Management .
• Release Management .
• Request Fulfillment Management .
• Service Level Management .
• Service catalogue Management .
• System Archiving .
• System Backup .
• Asset Management.
• Dashboard .
• Powerful search engine.
• Built-in Workflow.
• Service Level Agreements.
• Maintenance Contract 
• Survey .Management .
• Advanced Report .
• Knowledge Base Management, FAQs, Articles and Resolution Incidents .