InfoTrak

Q: Is the downloadable free version really free?
A: Yes. You may use it for as long as you like free of charge. There is a 50 record maximum storage for the Help Desk component. If you need to go beyond that, we suggest you register the product or delete your oldest records. We hope that you come to like and rely on the product and will register it to get service, support and upgrades.

Q: What do I get if I decide to pay for the product?
A: For starters, you will receive technical support and free upgrades when they are released. Also, the registered version has additional features including: multi- user capability, ad hoc reporting, archiving of tickets, a backup module, the ability to customize fields, the client module the printed user guide and other enhancements.

Q: What does the Client Module do?
A: The Client Module is designed to be a special purpose connection between the user and the Help Desk. The Client Module contains a multitude of workstation analysis tools, a messaging system to the Help Desk and a way for each client user to non-intrusively view the progress on only their own requests. The great benefits of this design are 1. It reduces calls to the Help Desk- Call Avoidance and 2. It provides the client several tools to locate their own
problem or organize the method of detecting the problem when the Help Desk analyst is working directly with them.

Q. How long has Trident Software sold help desk software ?
A. Trident Software was formed in 1988 as a company specializing in help desk systems for main frames. Based on our experience in the help desk market, we released our first PC based help desk product in 1990.

Lotus Notes/Domino (Support Application)

Q: What's Notes do to improve the Help Desk?
A: Notes provides a robust database, work flow and replication layer for Customer situations that need that. Customers with several support centers that need to stay in synch and customers with a lot of work flow referrals necessary to solve relatively complex customer problems gain the largest benefit from a Lotus Notes-based solution.

Q: I thought Notes was expensive and difficult to maintain. Is that true?
A: Not at all. Not only is Lotus Domino/Notes low cost on a per/user basis, its integrated database, web development and server environment is a far simpler, more direct place in which to develop and maintain all sorts of applications as well as to plug-in complementary applications (fax server, replication to mobile users, paging, web publishing, web browsing, work flow management, etc.) that all Domino based applications can easily use.


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