Service & Problem Ticket Management. The core of any Help Desk system is ticket management. The VI Service Desk allows you to put in place powerful routing/assignment, notification and escalation rules to effectively manage your daily service operation.

Features :

Fully Web and Notes Client enabled
End User Self Help Interface
Custom Personal Settings Analyst and Manager Home Page
Discussion Board for informal exchange of ideas and solutions
Pre-Approved Knowledge Base for both End Users and Analyst/Managers
Bi-directional Correspondence Communication between User and Analyst
Fully documented Audit Trails on all forms
Auto Assignment Rules based on Ticket Category and Location
Multi-level Category creation with view filtering based on location
Auto-Task Assignment of Task Set Templates
Ad Hoc Reporting to create virtually any report
Export any view, chart - report to Excel for increased portability
Distribute news, updates via bulletins company wide or departmentally
Automatically gather your networks hardware and software information
Dynamically pull information from Active Directory
Configure auto-notification/progress updates to End Users
Auto-Escalate based on a wide variety of business rules
Send out warning notifications that a Ticket is endanger of being Escalated
Set up Service Level Agreements for VIP(s)
Associate similar tickets for quicker resolution
Specify x and y-axis parameters for robust Excel Chart Reporting
Enter Ticket and Asset Work History
Set automatic email reminders for special tickets
Put a ticket On-hold while waiting for information
All VI Service Desk emails can be replied to and sent back to point of origination
Make the VI Service Desk a Mail-in database and assignment criteria when auto-creating tickets
Allow users to create tickets from their Notes Mail
Store all IT related documentation within the Knowledge Library
Send Custom Surveys to groups of your choice
Track Software Licensing and see when you need to re-order
Create custom Approval Workflows for special change requests
Create external Service Level Agreements for Vendors
Generate reports based on Ticket Priority against pre-set benchmarks

Platform: Windows 98, Windows Me, Windows NT, Windows 2000, Windows XP, Windows 2003, Mac OSX, Linux, Palm OS 2.0, Palm OS 2.1, Palm OS 3.0, Palm OS 3.1, Palm OS 3.2, Palm OS 4.0, Palm OS 5.0, Pocket PC

System Requirements: There is no specific requirements