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versaSRS - Help Desk | Service Desk | ITSM - Overview & Key Features

versaSRS provides your business with the tools to produce required outcomes, and be positioned to support any and new processes that your business may look to introduce down the track.

versaSRS comes packed with modules, features and functionality such as Asset Discovery, Problem & Change Management, Worksheets, CRM Correspondance, Extended Security and much much more.

Use the dropdown menus below to select from a category of features:

   

   


ITIL Framework


Incident Management  Incident Management
Case/Ticket/Incident/Request Management.


Change Management  Change Management *
ITIL Change Management module.
Problem Management Problem Management *
ITIL Problem Management module.



Workflow/Signoff Module Workflow/Signoff Module *
ITIL Change Workflow/Signoff.


Asset Discovery Asset Discovery *
Available as agent, or agent-less options.


Asset Issue Management  Asset Management
At a glance know where assets are in the business and which assets raise the most trouble tickets.
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Feature Rich


Email Enabled Email Enabled
versaSRS automatically turns customer emails into tickets and replies with a ticket number for future reference.
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 Template Responses 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 Extended One-Click Ticket Creation
Create cases with one click to apply templates with worksheets, assets, forms and tasks.
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Calendar View  Calendar View
View Ticket in a classic Calendar View with details and info a mouse hover away.
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SLA Routing Rules  SLA Routing Rules
Create rules to route inbound email to a specific area and set specific properties.
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 Adaptable & Flexible  Customization
Flexible architecture and design allows for greater customization.
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Custom Fields  Custom Fields
Add your own business specific data fields.
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 Tasks (To-Do Items)  Tasks (To-Do Items)
Easily create Tasks or To-Do Items against Tickets.
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Scheduled Cases  Scheduled Cases
Scheduled automated case creation from templates with tasks and escalations.



Knowledge Base  Knowledge Base
KB Articles can be easily accessed by support staff and customers quickly to find answers to common problems.
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versaSRS Lite  versaSRS Lite
Access to cases across network via WiFi on iPads, tablets, netbooks and smartphones (iPhone, Android & Windows).


Worksheets Module  Worksheets Module *
Attach Excel spreadsheets to cases and insert case data into a spreadsheet.

Service Management Excellence


Multi Tenancy  Multi Tenancy
Create as many Queues (Teams) as you need to support other Departments, Business Units, Business Processes or Customers.
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 Audit Logs  Extended Auditing Logs *
Log all user activity against a ticket comprehensively in chronological order, yet sort-able based on type. (Compliance with SAP and SOX).
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Reporting, Metrics and KPI's  Reporting, Metrics and KPIs
With a wealth of data at your fingertips, reporting and measuring, performance has never been easier.
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 versaSRS Boost  versaSRS Boost *
Optimise versaSRS performance with a customised fine-tuning package.
Multiple Uses 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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 Immediate ROI & Cost Savings  Immediate ROI & Cost Savings
Reduce operating costs and realize savings immediately.
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Extended Security Model  Extended Security Model
Providing read-only access to users, for example supervisors or managers.


Reporting Dashboard  Reporting Dashboard
Graph display for built-in reports.



Customer Service Excellence


Customer Relationship Management  Built-In CRM
Comes with built-in Customer Relationship Management module.
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 Contracts Management  Contracts Management
Automates the creation, tracking and monitoring of contracts & agreements.
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CRM Correspondence Module CRM Correspondence Module
Send and receive email correspondance to and from CRM Contacts.


Customer Self-Service Portal 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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Cutting Edge Technology


Web-Based 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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Simple Installation  Simple Installation
versaSRS only takes minutes to install enabling your business to be up and running out-of-the-box.
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Cross-Browser Support  Cross-Browser Support
Natively run in Internet Explorer (8+), Firefox (8+), Safari & Chrome.


Patch Management  Patch Management
Ability to apply updates to versaSRS via Administrator console.


.NET Framework 4.0  .NET Framework 4.0
Improved performance capabilities utilizing Microsoft .NET Framework 4.0.


Updated Look & Feel  Updated Look & Feel
Apply stylised silver or blue interface.




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
  • Action Escalations
  • Billing Module
  • Queue, Skill Group, User Call Watcher Notifications
  • Customizable Prioritisation of Calls
  • Event Manager
  • Customizable Look-up-lists
  • 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


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