GMPE Support
 
The Service Center within GoldMine PE is a step forward in customer service case/ticket tracking but falls short in some respects. GMPE Support is a plug-in created by BDG that fills these gaps. 
 

  • Improve the customization of CASES – It allows you to re-label the drop downs in the applet so that you can use your own words for Cases, Category, Origin, Type and Priority

  • Display Open tickets/cases color coded with Red being past deadline, black within the support window and green for the rest. The setting ‘Support Window’ is a figure in Hours that is used to calculate the position of the ticket in relation to the Support Deadline and is a Global Setting on the system

  • Emails related to cases are formatted with the Case number in the Subject line and user definable Body text and Signature file

  • Add Time to the deadline monitoring – it manages deadlines to the hour/ half-hour rather than just the day

  • Improve the User Interface offering a number of additional features such as fast logging of time spent on a Case.

  • Add work flow management to the management of cases and their associated activities. It allows the setting of Work Flow actions for any of the Drop down values - e.g. any ticket categorized as a BDG Software “bug” creates an action for the Software Development team.

  • Facilitates the scheduling of all of the these actions to GoldMine on the pressing of one button and/or the creation of the ticket/case via the Web

  • The app may be run as a standalone (i.e. fully floating window) or as a GM Plug-In – or both!

 

Users of the GMPE Support will also receive:
 

  • A SQL Script to auto link incoming and outgoing e-mails to the correct case

  • Code for a web page to enable customers to log tickets straight on to the system and alert you of their arrival

 


 
 
 

 

 

 

 

Pricing:

 

per user $60

 

*licensing needs to match the number of Goldmine licenses you have.

 

Interested?