There are multiple Customer login options in BridgeAccess: (1) Users can define their own Login and password, (2) Users can login with ADX account, (3) the Help Desk defines a Login ID and password and the User is required to change their password at first login. The Password Reset features enables users to reset their own password without help desk intervention.

Customer Issue Submission

Once logged into BridgeAccess, Customers can enter new or update existing issues through a customizable issue entry form.

Customer Issue List View

Customers can even view issues submitted by them or all the issues relating to their company. Issue lists can be sorted and viewed based on: (1)a relative Timeline (2) an Issue Status (3) an Issue Number (4) a Product or (6) by filtering additional search fields (e.g., Assigned to, Summary, and Date Received).

Customizable Screen Layout

As mentioned earlier, BridgeAccess offers a Customizable Issue Submission Template. Help Desk administrators can designate the existing or custom fields that appear on the submission form. Issue fields may be defined as (1) Required, (2) Read only or (3) contain Default values.

Customizable To Your Company

Companies can add their branding to BridgeAccess by easily adding their logo to the application for a customized look. Add a Hyperlink to your company's homepage or a link to your company's email account.

Relaying Critical Information to Customers Via the Scrolling Headline / Message Board Feature

Help Desk Administrators can post important information the message board. This message will be communicated to to your customers on the top portion of the BridgeAccess window

This message will be communicated to your customers on the top portion of the BridgeAccess window.

Searchable Knowledge Base for Customer Self-Help

Each Knowledge Base Article created and collected in the main BridgeTrak tracking application can be kept private for internal use or made available for public use in BridgeAccess. Customers can search this public Knowledge Base for known answers to their problems reducing the need to create an issue ticket. The Knowledge Base is searchable by keyword, full text (words or phrase) or title. It is even searchable with the BridgeSearch module.

Sample Knowledge Base Article

Knowledge Base Articles are structured by Article Ids (customizable) and Titles. Each Article contains Title, Description, Cause, Resolution and Hyperlink Fields and Attachments. A "Usage Poll" relays information back to the helpdesk where Articles can be monitored for their usefulness.