Service & Problem Ticket Management

Features:

• Fully Web Enabled
  • The VI Service Desk can be accessed from the Lotus Notes Client or through a web browser. Which ever way you choose to use the VI Service Desk the look and feel of the application is the same.

    Notes Client:		Web Browser:

• End User Self Help Portal
  • A centralized portal accessible via the Lotus Notes Client or a web browser, the End User Self Help Portal provides your end users with a place to view News Buletins, FAQs and pre-approved Knowledge Base documents. In addition to submitting tickets, End users can approve special ticket requests, carry out tasks, and check status/work progress of a submitted ticket.

    End User Interface:
    

• Bi-directional Correspondence
  • A powerful feature which grants end users and analysts the ability to communicate from a ticket or view without the need to check their email. A complete email history trail is stored within the ticket for easy reference while also conforming to audit regulations.

    Bi-directional Correspondence:
    

• Import Emails into your Ticket Work History
  • Emails can be imported directly from your Lotus® Notes inbox into the Work History of any ticket allowing you to easily associate all correspondence with its associated ticket.
    
    
  
  
• Instant Messaging with Lotus® Sametime
  • Initiate a chat session or web conference from any ticket or view. A Chat menu is available which automatically lists all the individuals associated with a particular ticket.

  

• Audit Trail
  • Each ticket contains a complete Audit Trail of all status changes, assignments, re-assignments, escalations, notifications, and much more.
    
• Ticket Work History
  • Each Analyst/Manager may enter their own personal Work History Progress; specifying details of work performed, special orders, and amount of time spent on a particular task.

    Ticket Work History:
    

• Ticket Templates
  • Automate the process of documenting repetitive tickets with Ticket Templates. These templates allow you to automatically populate the ticket details and Work History.
    
• Broadcast Bulletins
  • Easily distribute important information to your End Users, Analysts, specific groups/departments or company wide. Bulletins are sent as email in addition to appearing in the End User and Analyst Home Portals as reference.

    Bulletins:
    

• Child Tickets
  • A great way of linking tickets; child tickets allow the grouping of related tickets and the closing of multiple tickets at one time, saving significant time and cost over the course of a year.
    
  
  
• Fully Integrated Knowledge Base
  • Search the Knowledge Base, add a Knowledge Base entry to a ticket to help solve a problem/carry out a service. Completed tickets may be automatically added to the Knowledge Base for approval. Knowledge Base solutions once approved can be also made available for End Users via the Self Help Portal, when warranted.
• Call Scripts
  • Provide consistent service by following Call Scripts to resolve issues. Call Scripts are automatically associated with tickets through the categorization of the ticket.