New Articles

  1. Preparing AD Federation Services for use with Issuetrak

    Created On: 06/10/2020 in Integrations and Add-Ons Identity Management
    This document is a guide to configuring Active Directory Federation Services (AD FS) 2019 for use with Issuetrak.   Prerequisites You must have the following information on hand before beginning this process: Your Issuetrak site...

  2. How to Use Round Robin with Automation

    Created On: 05/15/2020 in Administering Issuetrak Automation
    Whether you're just learning about Round Robin for the first time, or you've just enabled it for a group in your instance of Issuetrak, you'll want to know what you can use this feature for. This article will discuss a few use scenarios for Round Ro...

  3. About Round Robin

    Created On: 05/14/2020 in Administering Issuetrak General
    Round Robin is a feature that takes each issue assigned to a group and re-assigns it to one of the group's members.  Round Robin is implemented as an attribute that can be turned on for groups.    How does Round Robin work? Once Round Ro...

  4. Issuetrak Webform

    Created On: 03/31/2020 in Integrations and Add-Ons Webforms
    The standard Issuetrak webform is a simple, 8 field webform that always maps to the same 8 fields in Issuetrak. This basic webform option is perfect for organizations looking for a webform with straightforward capabilities, or for a budget-friendly ...

  5. How to Embed Video

    Created On: 03/30/2020 in Using Issuetrak Best Practices
    It is possible to embed videos within Knowledge Base (KB) articles and/or issues. Although the embedded video is a desirable feature, it may be best to just add the video file to a KB article or issue as an attachment. This will allow the users to s...

  6. How does Issuetrak define Report Permissions?

    Created On: 03/16/2020 in Administering Issuetrak Reports
    This article explains the permissions required to access and edit Saved Searches and Reports in Issuetrak.

  7. CCPA FAQ

    Created On: 02/07/2020 in Trust Center General
    What is the CCPA? The California Consumer Privacy Act of 2018 (CCPA) is a new law that was enacted by the State of California in 2018 to provide California consumers with new rights related to their personal information. The CCPA took effect on...

  8. About Issue De-Escalations

    Created On: 12/19/2019 in Administering Issuetrak Issue Handling
    Issue De-escalations is a feature that allows escalated issues to be de-escalated.  This functionality is disabled by default and must be activated from the Features screen .  Every issue that has been escalated will have a link at the t...

  9. Issuetrak Chat - Enable Emailing Transcripts

    Created On: 10/18/2019 in Integrations and Add-Ons Chat
    It is possible to have Issuetrak Chat send visitors a transcript of their chat with the Agent. In order to enable the ability to request a chat transcript: Steps From the Admin dashboard, click on Settings > Options . Scroll dow...

  10. SQL Server Migration

    Created On: 09/11/2019 in Administering Issuetrak Upgrade & Migration
    This article provides steps for completely migrating Issuetrak from one SQL server to another.
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