| FEATURE/MODULE |
Help Desk
(Starter) |
Service Desk
(Pro) |
ITSM
(Business) |
Enterprise
|
| Queues (Business Units/Departments) *** |
1 |
5 |
15 |
30 |
| Minimum Users |
5 |
5 |
5 |
5 |
| KEY FEATURES |
|
|
|
|
| Case & Request Management |
 |
|
|
|
| Case Creation/Delivery via Email (i.e. POP3, IMAP, SMTP) |
|
|
|
|
| Customer Relationship Management (CRM) |
|
|
|
|
| Incident Managment * |
|
|
|
|
| Knowledge Base Module |
|
|
|
|
| Reporting Dashboard (Including Reports) |
|
|
|
|
| Supports Multiple Business Units (i.e. Teams) |
|
|
|
|
| Tasks Module (Work Orders/Projects) |
 |
|
|
|
| Asset Inventory |
|
|
|
|
| Assets Management (Equipment, Hardware, Software, etc.) |
|
|
|
|
| Asset Scanning (Nodes) |
|
50 |
100 |
250 |
| Configuration Management Database (CMDB) * |
|
|
|
|
| Contract Management |
|
|
|
|
| Document Library Module |
|
|
|
|
| Scheduling Case Creation |
|
|
|
|
| SLA & KPI Enabled (Routing Rules) |
|
|
|
|
| Problem Management * |
|
|
|
|
| Survey Module ** |
|
|
|
|
| 3CX / CTI Telephony Module ** |
|
|
|
|
| Change Management (i.e. Approvals, Sign off) * |
|
|
|
|
| ADDITIONAL FEATURES |
|
|
|
|
| Case Search Module |
|
|
|
|
| Case Linkage (Parent/Child/Multiple) |
|
|
|
|
| Customer Portal (versaCAT) |
|
|
|
|
| Events Module |
|
|
|
|
| Hot News Module |
|
|
|
|
| Template Enabled |
|
|
|
|
| Time & Billing Module |
|
|
|
|
| Advanced Ticket Logging via Webforms (email XML) |
|
|
|
|
| Escalations Module |
|
|
|
|
| Forms Module |
|
|
|
|
| versaSheets (Spreadsheets) |
|
|
|
|
| Extended Auditing (SAP & SOX compliance) |
|
|
|
|
| Boost Pack ** |
|
|
|
|
| Archiver ** |
|
|
|
|