FootPrints version 4.3

Call Center CRM Solutions, Aug 2000

FootPrints Version 4.3 UniPress Software

Edson, NJ 08817

Ph: 732-281-2100

FX: 132-281-4929

http://www.unlpresa.com

Price: $2995 for server with 3 Individual user licenses;

$795 for each additional IndivIdual user license;

$995 for unlimited group Neuse; $995 for FootPrints version of HelpAnswsrs.com

FootPrints is a Web-based help desk solution that primarily allows you to track all entries that come through your call center as well as help manage your local and remote help desk staff. The software can also be used for project management, bug tracking and product development. It supports Microsoft NT 4 (for either the workstation or the server), Intel versions of Linux, Sun Solaris and other operating systems. Most databases, such as Oracle, Sybase and MS SQL-Server, are also supported via ODBC in addition to the standard FootPrints database.

Installation

Since we already had the Microsoft IIS Web server installed on NT Server 4, FootPrints' installation was accomplished very quickly. All we needed to do was go through a few steps presented to us on the CD-ROM, which included entering our name and company, our mail server name for e-mail notification, the FootPrints administrator's user LD. and e-mail address, the names for the first project we would develop and the address book associated with it. We also had a choice of what name to call each database entry (entry, issue, ticket or call), and we selected "entry." The only part of the process that troubled us was that if we wanted to back up to the previous setup screen by clicking the "back" button, we were taken to the first screen instead. We then had to proceed to the screen we wanted by clicking the "next" button a few times.

All that remained to be done was wait for the typical installation to be completed and reboot the PC. When our server came back up, we entered our computer name as a URL in our browser and entered our license string. When the FootPrint's log-on screen appeared, we entered our user name and password (which was given to us when we installed the software) and were ready to investigate the FootPrints solution.

The only differences we noticed between logging in as an administrator and logging in as an enduser are the additions of the "Project Admin" (Figure 1) and "System Admin" options. We realized this after adding a new agent and then logging in as that agent. Incidentally, when logging out, FootPrints neatly goes back to the login screen instead of exiting the system. Of course, clicking the above options leads to all of the configuration settings for FootPrints that have to do with project, address book and system administration. Over all, these configuration settings are straightforward, relatively easy to understand and give the administrator all the options for managing the system.

Documentation

UniPress Software delivers an administrator's and a user's guide in both print and Web-based format. Both guides are concise, informative, present decent procedural instructions and contain plenty of examples of the FootPrints screens associated with the topic being discussed. What these documents lack are indexes and any information on the initial installation process. Although the installation is relatively painless, instructions for this process would be helpful, especially since users are just beginning to familiarize themselves with the product at this point.

In addition to the guides, the online help files include a contents section, a glossary and searching capabilities. With these files, almost any information about using or administrating FootPrints can easily be found.

Features

The first feature we'd like to mention is that Footprints is entirely Web-based. This simplifies the installation and configuration process, especially for use with multiple sites. Remote users would benefit from a Web-based client since they can access FootPrints from any browser with any operating system, and the database is always accessed in real-time.

As for FootPrints' actual help desk features, tracking entries is the center point. Keeping track of every entry in an accurate, organized and nonrepetitive manner is the key to a good help desk. After tracking, FootPrints allows new entries to be assigned to those best suited to handle them, based on the customized criteria you create; e-mail notification about a new entry is available to both endusers and agents; entries can automatically be escalated to the appropriate people if unresolved for a specified amount of time; and contact- and client-specific information can be kept in a customized address book.

Other major features in this latest version of FootPrints include searching and reporting functionality. Agents can search similar entries or reports to more easily find the solution to a problem. Meanwhile, supervisors can check on the overall progress of the agents. Once a possible solution is established for a particular entry, FootPrints allows the agent to attach any instructions or other information to the entry and send it to the end user via e-mail.