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Service & Problem Ticket Management |
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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. |
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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.
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- 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
- 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.
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