The Most Easy-to-use, Comprehensive, 100% Web-based Service Desk. Powerful. Flexible. Affordable.

UniPress® Software is committed to bringing you comprehensive, web-based support automation solutions that are easy-to-use and flexible for today’s versatile help desk and customer support environments. By design, our line of award-winning FootPrints® 100% web-based support automation software solutions are easy to install, customize, and manage. FootPrints solutions do not require complex administration, programming, or database administration.

FootPrints enables you to centrally manage multi-channel, worldwide support, record and track all problems and requests, build collaboration, organize issues effectively, and improve workflow throughout the entire problem management life cycle. FootPrints is extremely flexible and scalable, offering strong performance for large installations.

FootPrints delivers strong results worldwide for help desks, customer support and eService centers, development and bug tracking, IT resource tracking, facilities management, and other project management. FootPrints supports numerous popular platforms, including Microsoft® 2003/2000/NT®/XP, Linux® and Unix®, and many databases, including Microsoft SQL Server™, MySQL™, Oracle®, Microsoft Access, and Postgres.

Centrally manage all issues and problems with comprehensive tracking

• Centrally track, support, and manage worldwide multi-channel requests - phone, email, the web, live chat, and wireless devices

• Deliver information, alerts, and assignment to agents, technicians, and remote team members via multiple communication channels

• Record, track, assign, escalate, manage, and report on issues throughout their full life cycle

• Support and manage multiple projects or workflow scenarios for different functions, users, and groups worldwide

• Use FootPrints Telephony* to automate skill-based telephone call routing and auto-populate tickets with the caller’s contact data

Save time using well-defined, easy-to-navigate web architecture

• Work with 100% web-based architecture

• Make the flexible, powerful, and highly customizable user interface your own

• Easily install, set up, customize, and administer FootPrints and get into live production in just days without any programming, dedicated staff, training, consulting, database administration, or client software

• Easily deploy FootPrints on a central web server - offering platform-independent, thin client architecture

• Give users access with a standard web browser

• Use built-in management utilities to archive, back up, restore, and purge ticket data

Make FootPrints your own with extremely easy customization

• Fully customize FootPrints using simple, web-based forms and project wizards, giving you the ability to adapt forms, fields, web-based reports, queries, status and priority levels to your organization’s specific needs - without any programming or database administration

• Provide industry-standard access to FootPrints data from external applications for full SQL queries, issue creation, and updates using the provided Web Services, which support Microsoft .Net, Java™, and Perl

• Choose from a variety of project templates to quickly set up multiple databases for different groups and business functions

• Tailor FootPrints to your organization's unique needs for business rules and support task automation, including auto-routing, escalations, email notifications, and broadcast messages

• Customize email templates, auto-create subtasks, and update custom fields

• Adapt FootPrints to your organization's own identity – customize logos, colors, fonts, and language(s) per project

Give your agents an easier work process

• Auto-generate tickets within your FootPrints service desk solution from incoming emails

• Create templates for common issues to pre-fill multiple fields, removing the need to perform redundant tasks

• Offer multiple knowledge resources for solutions, FAQs, and common issues – agents can import the relevant solution right into the issue ticket

• Enable agents to work on multiple issues at the same time and automatically track time spent for each session on every issue

• Give them the ability to work from email while receiving automated updates, notifications, and reminders

• Speed their process with spell check and calendar tools

Speed up and improve workflow

• Incorporate your organization’s unique business rules and escalations

• Optimize global, 24/7 support with follow-the-sun escalations to escalate issues to different teams at different times based on availability

• Define work schedules for all agents with an agent availability matrix and generate individual work schedules for all team members

• Define custom roles to grant or restrict system functions on an individual or group basis

• Control access to specific fields based on permission roles and issue status

• Designate team leaders and supervisors for escalation notification, auto-assignment, and reporting

• Create global issues to broadcast pervasive issues

• Create user-definable quick descriptions and signatures

• Use quick issue templates to quickly record and utilize common issues

• Build parent/child relationships for related issues and tasks for complex processes, like "new hires"

• Create subtasks and update issues automatically from an escalation

• Save agents time by giving them the ability to get a consolidated home page view of assignments in multiple project databases

• Provide an easy way to organize contacts by company using master contact records – each company contact inherits properties from the master, like service level, corporate address, and more

Manage changes throughout your entire organization

• Track change requests, feature enhancements, and defect reports in a customized project

• Enable your quality assurance teams to track testing cycles with customized workflows

• Use the FootPrints Change Management* add-on module to get control over your change management processes:

• Manage and automate changes throughout your organization, including IT change management, Sarbanes-Oxley IT compliance tracking, and other business process/change management needs

• Create, customize, and automate a comprehensive approval process, including multiple stages of approval

• Create a complete audit trail of changes

Dynamically access your existing customer contact records and other data – without programming

• Use the FootPrints Dynamic Address Book Link* to dynamically access contact records stored in your corporate LDAP-based address book (including Microsoft Active Directory®, Lotus Notes®, etc.)

• Use the FootPrints Dynamic SQL Database Link to dynamically access user contact, service contract, asset, and other data stored in SQL-based databases (including Microsoft SQL Serve, Oracle®, etc.). Additionally, the FootPrints Dynamic SQL Database Link includes the FootPrints Dynamic Field Mapper to help you dynamically populate issue data fields from any SQL-compliant database (including Microsoft SQL Server, Oracle, MySQL, etc.)

Manage Customer Service Level Agreements (SLAs)

• Automate and track your customer service level management for internal and external service agreements with a fully customizable SLA module

• Track contract information, automate due dates, create multi-tiered escalations, and report on SLA compliance

• Easily set up service level agreements by priority, problem type, or customer

Give customers self-service online and improve satisfaction levels

• Empower customers with the ability to submit and track their own issues

• Automatically deploy a highly customizable single-frame customer portal within your existing web site with the FootPrints Customer eService Portal. Configure the portal with your organization’s own look without any programming

• Send automatic, proactive alerts and notifications, to keep agents and/or customers informed during the problem resolution process

• Design, distribute, and manage customer satisfaction surveys within FootPrints

Build and access solutions knowledge for agents and users

• Create a complete record of requests, actions, communications, and solutions

• Establish separate technical and self-service knowledge bases for agents and customers

• Manage FAQs, organize them by topic, and present them by popularity

• Control submissions to knowledge bases by imposing an optional approval process

• Link to your other knowledge bases or to public knowledge bases, such as Google™ Groups or Microsoft® TechNet

• Enable your users to search for solutions using simple and advanced search capabilities and to easily save search results

• Use FootPrints Integration with RightAnswers' Knowledge-Paks®* to access professionally written support solutions knowledge bases for both agents and users

Manage incoming and outgoing support email

• Create issues from emails, including their attached files

• Automatically manage, age, query, and track all issues submitted via email

• Send customizable email alerts and notifications

• Automatically track email conversations

• Schedule and distribute mass emails with news and updates to your customers

• Supports IMAP, POP, and SMTP email

• Secure email is supported

Integrate your CRM sales tracking with service desk automation

• Use FootPrints CRM Bridge* to give your support teams dynamic access to the latest customer contact data stored in your Microsoft CRM, Salesforce.com® or Salesnet’s® hosted CRM sales-focused solutions

• Facilitate support calls or close prospective deals and improve communication lines

Automate IT asset management linked to your web-based service desk

• Automatically track and record IT assets to speed problem resolution with one of the following add-on asset management solutions that best fit your needs:

• Use FootPrints Asset Management* to automatically track all the hardware, software, and other devices on your corporate network, track changes and physical locations, manage software license compliance, and generate comprehensive asset reports

• Use FootPrints LANsurveyor®* to automatically map your network, draw network diagrams, discover your assets, and store asset information in the built-in database – an affordable solution to track assets for PCs and Mac® computers

• Use FootPrints Integration with LANDesk® Inventory Manager* to quickly troubleshoot and resolve technical problems faster with dynamic access to IT asset inventory capabilities in your organization’s LANDesk Inventory Manager

• Use FootPrints Integration with Microsoft SMS Asset Management* to dynamically access PC asset inventory data stored in your Microsoft SMS Asset Management

• Use FootPrints Deploy Suite* to deploy patches, fixes, and upgrades to solve issues and provide preventative maintenance before problems occur

Deliver fast eSupport with web-based collaboration

• Access FootPrints throughout the world - across different locations, systems, and communication formats

• Share files, communication, and solutions

• Use FootPrints Live eSupport* to diagnose and solve issues faster with live eSupport through web-based remote control, VoIP, live chat, a white board, and file transfer capabilities

Automatically track trends, time spent, and performance with reports and metrics

• Easily design, save, and auto-run real-time, customizable reports and graphical metrics to quantify performance, trends, and more

• Get a consolidated, real-time view of multiple service desk activity and performance metrics with the automated, administrative flashboard that’s fully customizable

• Give your agents the ability to view their own activity and performance with the customizable individual agent flashboard

• Report on complete audit trails for organizational and governmental auditing

• Generate quick reports, custom reports using templates, cross project reports, and automatically scheduled reports

• Report on the most common queries

• Effectively manage agent time tracking for performance reporting, departmental charge backs, and customer billing - includes automated and manual time tracking, auto-calculation, and optional comments

Provide comprehensive security for your data

• Ensure authorized access with multiple security levels and password authentication, using Microsoft Windows, LDAP, UNIX, web server, or FootPrints authentication

• Give complete security for all incoming and outgoing email in FootPrints

• Optionally run FootPrints on an SSL-enabled web server

• Select your own location for the File Attachment Directory for additional security

See the FootPrints difference

To register for a guided walkthrough or attend our next webinar, call us at 877-505-7216, or email us at clientservices@itaccess.com. You'll see how easy FootPrints is to use, install, set up, customize, and maintain.

*All of the tools marked with an asterisk are integrated, add-on tools to FootPrints software and they are available at an additional cost