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Heuristix™ Information Management System
Inforonics proprietary Heuristix Information Management System is an important key to quality technical support. Heuristix is a robust, flexible ticketing, tracking and knowledge management system that helps Inforonics to efficiently assign, escalate and track support tickets and to archive the resolution steps for previous support events in an easily searchable knowledge base. Core features of Heuristix include:
  • System will automatically open a ticket upon email submission
  • Tickets can also be opened manually from within the system
  • System will automatically generate an auto-response to submitter
  • Tickets can be assigned to individuals or to groups (departments)
  • Tickets can be assigned subjects or categories (can be customer-defined)
  • System can generate email alerts and pages upon submission
  • System will automatically accept attachments
  • System will archive all ticket data, messages, attachments, and knowledge base entries
  • Knowledge base entries are fully searchable
To work in conjunction with Heuristix, Inforonics has developed a unified Enterprise Monitoring and Graphing Solution (EMGS™) from COTS Open-Source, and internally developed code that provides robust monitoring, fault verification, auto event escalation and tracking functionality along with rich graphing and trending capabilities.
Want more info about Inforonics’ Technical Support Capabilities? Contact Us