Key Features:

• Ticket Management Tools:
  Allow users to view ticket history, attach notes and files, set/change severity, assign queues and more.
• Search Function:
  Includes single-click searches, sorts and sophisticated expression-based searches to find specific tickets.
• Automated Notification:
  Sends an email notification when a ticket is assigned to an EM7 user.
• Automated Ticket Escalation and Resolution Features:
  Ensure proper ticket/problem resolution workflow, reduce "user error" and remove the need for active ticketing management - freeing up staff for more important tasks.
• Ticketing Dashboard:
  Provides a summary view of ticketing activity for the last 30 days, including severity of each ticket and the average resolution time.
• Incident Consolidation:
  Groups multiple occurrences of an incident under one ticket.
• Relationship Manager:
  Relates multiple EM7 events to a single ticket to aid in problem resolution.
• Customizable Ticket Queues:
  Ensure that each user sees only the tickets that are relevant to him or her.
• Customization Tools:
  Allow EM7 administrators to customize the EM7 Ticketing interface to best suit their organization's needs.
• Ticketing Reporter:
  Creates highly detailed and flexible reports. These reports can be based on any combination of any ticketing properties, including date, severity, device, status, queue and user.
• Resolve Function:
  Can be accessed from a ticket with a single click and opens up a separate page which captures important information - customizable for your IT department policies and needs.
• Automated E-Mail Inbound Ticket Creator:
  Also sends an outbound EM7 system ticket response back to the originator.
• Dynamic Fields Customization Tool:
  Allows users to add different types of fields to the EM7 ticketing screens to aid in workflow and problem resolution.
• Automated Ticket Performance Reporting:
  Shows IT managers performance metrics on problem resolution, duration of tickets in queues, etc.