versaSRS v5.0: Release Details
After two years in development, versaSRS v5.0 promises to be our biggest release ever. versaSRS is available as three new products: Help Desk, Service Desk & ITSM/ITIL.
v5.0 comes packed with new modules, features and functionality such as Asset Discovery, Problem & Change Management, Worksheets, CRM Correspondance, Extended Security and much much more.
Read the entire release notes here.
An effective Help Desk, Service Request
or Case Management System is
a critical success factor in a
growing number of organizations. Businesses are constantly
trying to find a more efficient way of providing full and
well managed support throughout the cycle of managing their
customers - this is where versaSRS can help.
versaSRS is a flexible Help Desk and Customer Support solution that will enable your business to quickly and effectively support, manage and improve the quality of your interactions with your employees, end users and customers.
versaSRS is compatible and supports the
ITIL (IT Infrastructure Library) framework to meet all of your service level requirements. For more information on how versaSRS can be used within the ITIL framework
please click here.
versaSRS allows you to prioritise, assign, track, report and audit your issues, whatever they may be - from software bugs and help desk tickets to project tasks and change requests.
Improve Service Levels & Customer Satisfaction by utilizing a system which enables organisations to fully manage customers -
to increase productivity, reduce service desk workload and subsequently reduce operational costs.
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Email Enabled
versaSRS automatically turns customer emails into tickets and replies with a
ticket number for future reference.
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Template Responses
Draw from a Template Library of common responses and answers to provide quick handling and turnaround.
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Quick & Easy Ticket Creation
versaSRS provides your administrators & staff the ability to manually log a ticket quickly, easily & efficiently – & track it just as easily through its lifecycle.
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Calendar View
View Ticket in a classic Calendar View with
details and info a mouse hover away.
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Customer Self-Service Portal
Give your customers the ability to view the status of their tickets 24x7, raise a new ticket and search the Knowledge Base to find answers to issues.
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Immediate ROI & Cost Savings
Reduce operating costs and realize savings immediately.
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Multiple Uses
Flexible architecture & design
means versaSRS can be used for a wide range of business processes or services, offering more than just a traditional service management solution.
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Web-Based
The web provides the best medium to connect staff,
organizations & customers worldwide to a central system that can manage their day to day operations with ease.
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CRM
Comes with built-in Customer Relationship Management module.
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Contracts Management
Automates the creation, tracking and monitoring of contracts & agreements.
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Audit Logs
All activity against a ticket is comprehensively logged in chronological order, yet sort-able based on type.
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Simple Installation
versaSRS only takes minutes to install enabling your business to be up and running out-of-the-box.
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Multi Tenancy
Create as many Queues (Teams) as you need to support other Departments, Business Units, Business Processes or Customers.
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Knowledge Base
Knowledge Base Articles can be easily accessed by admin, support staff and your customers quickly and easily to find answers to common problems.
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SLA Routing Rules
Create rules to route inbound email to a specific area and set specific properties.
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Customization
Flexible architecture and design allows for greater customization.
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Reporting, Metrics and KPIs
With a wealth of data at your fingertips, reporting and measuring, performance has never been easier.
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Asset Issue Management
At a glance know where assets are in the business and which assets raise the most trouble tickets.
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Custom Fields
Add your own business specific data fields.
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Tasks (To-Do Items)
Easily create Tasks or To-Do Items against Tickets.
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Whether to support clients or internal users, versaSRS is a packaged application enabling organisations to quickly and effectively deploy comprehensive Service, Incident, Configuration and Service Level Management processes with a minimum investment in infrastructure.
Based on the ITIL service management system (IT Infrastructure Library), and built using the Microsoft .NET Framework, versaSRS provides a flexible and scalable solution for managing service requests or case management processes and providing cost effective solutions to end users and customers.
What makes versaSRS stand out from the crowd is its unique 'look and feel'. Although a browser-based application, versaSRS does not look like a traditional Webpage. Instead, it has been designed to look, behave and work as a desktop application, providing the benefits of an intuitive interface with the latest advancements in browser technology.
Unlike other products on the market which use a single web page to deliver content, versaSRS has been developed with a multi-document interface that simulates a Windows environment providing a rich desktop style user experience, similar to familiar Microsoft Office products.
Other Features*
- 'MY HOME' Dashboard View (showing Operator
Call Load & Status)
- 'GLOBAL' Dashboard View (showing Call Load &
Status across your Business)
- Full Management Assign Capabilities
- Custom Forms Creation (Forms Module)
- Comprehensive File Attachment Capabilities
- In-built Document Management System
- Easy Call Re-Assignment to an Individual or
Skill Group
- New Call and Due Date Alerts
- Call Escalations
- Parent / Child Calls
- Work Requests (Tasks)
- Action Escalations
- Billing Module
- Queue, Skill Group, User Call Watcher
Notifications
- Customizable Prioritisation of Calls
- Call Scheduler
- Event Manager
- Customizable System Labelling
- Customizable Look-up-lists
- Web-Form Call Logging Capabilities
- Plus much, much more ...
* Conditions Apply. Available Features and Modules are dependent on which
Edition of versaSRS is installed. To compare versaSRS Editions, please go here
Edition Comparison