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 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 without the need to check their mail-box. A complete email history trail is stored within the ticket for easy reference while also conforming to audit regulations.

    Bi-directional Correspondence:
    

• 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/Technician assigned to a ticket can create their own Work History related to the ticket. Work History entries can be made viewable to end users and personal reminders can be setup on each work history.

    Ticket 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.