Why submitting tickets is better than calling for support?

If you prefer calling for support, you might have noticed that you have to hold for extended period of time before reaching your support representative. Once your reach a representative, he/she takes time to locates your account, verifies your contact information, asks you for details on your system configuration and then enters details of your problem before even attempting to resolve the issues. Most of the time he/she has to call you a few times before delivering a solution. 

On the other hand, if you submit a ticket through our website, this whole process is automated and the entire process can be completed in less than half the time of a phone call. It also, helps you track and monitor your tickets. Not only does it offer you information on the number of tickets you submit, but also how many resolved in a timely manner. If a ticket is left unresolved for an unacceptable period of time, the system automatically notifies the supervisor who questions the support representative and provides him/her further assistance to resolve the issue promptly.  

We have found that most of you are using the system and prefer submitting tickets using our Web interface, but still there is a portion of you calling for support. It is perfectly all right with us, but please keep in mind if a ticket is not generated by a support representative, we do not have a way of tracking the quality of support you are receiving. Also, it makes it difficult for us to pinpoint the common issues you are having with our product.  

So, for the sake of your precious time, give online ticket submission and tracking system a chance. Try it out the next time you have an issue in hand and see how you get better service.

Contact your account representative for more information. Top5

TRACK/ TRACKWeb Q&As

Question: How should I configure browser security settings for TRACKWeb?

Answer: If you use Microsoft Internet Explorer to access TRACKWeb, then you must first verify Java support before starting TRACKWeb for the first time.

Soffront TRACKWeb requires Microsoft Java Virtual Machine (VM) to support Java 1.1. However, Microsoft VM is not always installed during Internet Explorer Setup. Use the following procedure on every computer running Internet Explorer version 5.0 to verify Microsoft VM support.

To verify Java VM support

1. Start Internet Explorer.

2. On the Tools menu, click Internet Options.

3. Click the Advanced tab.

4. In the Settings box if the Microsoft VM section and the JIT compiler for virtual machine enabled is selected, then Microsoft VM is installed.

If you do not have the Microsoft VM section, then you must download and install Microsoft Java VM, available on Microsoft’s Web site: www.microsoft.com/java  

Question: Why does TRACKWeb not send email to submitter?

Answer: For TRACKWeb to send a notification mail to the submitter, you must turn on the "Notify Sender" option from the Mail Setup.

To receive a copy of messages you send:

1- On the Mail menu, click Setup.

2- Select a mail system (TRACKMail, SMTP, MAPI)

3- Click OK.

4- Under Options, check the Notify Sender checkbox.

5- Click Save.

6- Click Close. Top5

From the President's Desk

Soffront has recently made an exciting change in our Customer Support department!

To further enhance the quality of support, each of our customers has been assigned a dedicated support representative. These assignments were based on such things as time zone and customer relationships. 

Our support representatives are accountable for delivering prompt, quality service to their client base and we consistently monitor their performance to ensure that you receive such service.

If you are unsure who your customer support representative is, contact your account representative. We’ll soon be sending you an email with the name of your support representative.  

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Sync up with the new synchronization feature

Many of our TRACK / TRACKWeb Sales customers have been asking for a synchronization feature to allow their remote and mobile users to synchronize their data with the server when they connect to the network.

The wait is over!

In the upcoming version of TRACKWeb, we have added synchronization feature. Now your mobile employees can carry the data they need with them. When they return to the office or connect remotely to the network, they will be able to synchronize their data with the corporate database. This synchronization can occur in a single direction (push or pull) or in both directions.

Check our web site soon for more detailed information on synchronization.

A full-fledged built-in email campaign management feature

We are excited to announce that we have added a robust batch email campaign management system with the new version of TRACKWeb! 

We recently compared its features with some other standalone batch email products in the market and found that such a product would cost between $4,000 and $5,000. This single feature reflects upon the over all value of TRACKWeb product. 

TRACKWeb’s batch email system is designed to distribute hundreds of emails simultaneously with a single click. The browser-based WYSWIG HTML editor offers you a MS Word-like interface that allows you to develop your message without ever seeing HTML code. 

You can create attractive and appealing messages full of images, bullets, colors, and font styles. You can also create hyperlinks to other sites or bookmarks to places within your email.

In addition to HTML, you can create text messages to reach those recipients that do not have HTML-compatible email systems. The batch email system will automatically detect and distribute text email to recipients who cannot view HTML and delivers HTML mail to those who can. 

When you’re ready to send your email, you can merge fields from the database to automatically include first names, last names, email addresses or any other information you wish to include. You can also save your emails as templates for the future use.

You will soon see detailed information on batch email on our website.

Keep checking!

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