Take advantage of tried and true methods for providing excellent support via Tracker.
Let Users View and Track Their Requests 24/7
Providing a restricted user account is the easiest way to allow end users to view and track status of their requests at any time. All you need to do is set up the user account.
The system automatically limits the user to see only the records they've added to the system. You don't have to do a lot of configuration work to lock it down. The following video has more information about Restricted Users.
Provide Self-Service Information
A Knowledge Base allows your end users to find the information they need without contacting your Support or Help Desk organization.
Check out this blog post for more information about adding a KB to your system.
Let Tracker Maintain Deadlines
Customer A's service contract says you'll respond within 1 hour. Customer B's time frame is 2 hours. Plug these into the Alerts feature to help you meet these deadlines.
See more in the video below or get detailed steps in this Alerts Knowledge Base article.