:: versaSRS HelpDesk Provides:
- A Low and Affordable Total Cost of Ownership – with a simplified, rapid rollout of a 100% Web-Browser Based solution.
- Ease of Deployment and Access – by being installed on a local and secure Web Server internal to an organisation - providing access seamlessly through the intranet. No special end user software is required; all that is needed is a Web Browser.
- Create, Customize & Deploy – your business can choose to either use the default Application Interface Screens - or create and customize your own System Operator, Technician and End Customer Portals (Inter/Intra - net) - or you can even utilize your existing business applications to create records.
This allows your business the ability to utilize the underlying versaSRS HelpDesk engine and processes, yet providing your business the power and flexibility to tailor the solution to fit your needs.
- Single Point of Entry – across the organisation allows for working and managing the business easier, quicker and more productive.
- Seamless Upgrades – made right to the Application Server, ultimately making it cheaper to deploy and maintain, with the upgrade process being straightforward, efficient and giving users instant access to the latest version.
- Security – Industry standard protocols such as Virtual Private Networking (VPN) and Secure Sockets Layer (SSL) can be used to secure the application, with versaSRS HelpDesk also inherently providing robust user role security, audit trail capabilities and comprehensive record storage features.
- Immediate ROI & Cost Savings – efficiency and productivity savings can be realised by standardising service management processes, based on industry best practice standards, throughout the organisation - maximizing your ROI.
- Improved Service Levels & Customer Satisfaction - by utilizing a system which enables organisations to fully manage customers - will enhance customer satisfaction, increase productivity, reduce service desk workload and subsequently reduce operational costs.
- Adaptability & Flexibility – versaSRS HelpDesk, with its flexible architecture and design, can be used for a wide range of business processes or services, offering more than just a traditional service management solution.
:: Key Features*
- Thin Client Technology (100% Web Browser-based)
- Fully Email Enabled
- 'MY HOME' Dashboard View (showing Operator Call Load & Status)
- 'GLOBAL' Dashboard View (showing Call Load & Status accross your Business)
- Searchable Knowledge Database
- Full Management Assign Capabilities
- Custom Forms Creation (Forms Module)
- Comprehensive File Attachment Capabilities
- In-built Document Management System
- Report Writing
- Fast Call Logging
- 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
- Asset Management
- Contacts Manager
- Queue, Skill Group, User Call Watcher Notifications
- Customizable Prioritisation of Calls
- Comprehensive Audit Trail and History
- Comprehensive Call and Task Template Capabilities
- Call Scheduler
- Event Manager
- Customizable System Labeling
- Customizable Look-up-lists
- Web-Form Call Logging Capabilities
- Customer Self Service Portal (FREE module)
- Plus much, much more ...
:: Email Features
- Incoming Email Call Logging - emails sent for example to support@yourcompany.com are automatically logged into versaSRS HelpDesk as new calls. Customers and Technicians can therefore use their choice of web interface or email to log calls.
- Confirmation emails sent after call has been placed.
- Custom Keyword Routing (In-bound Email) - ability to define keywords or phrases which will be looked for in the in-bound email FROM: , TO: and/or Subject field of the email --> If found will route to specific Queue and log the call automatically, and optionally set the Queue, Skill Group, User (Owner), Key 1,2,3, Priority, Call Type, etc.
- Admin, Technicians, Managers, or anyone with an email address, can also be notified.
- Technicians are notified via email when a call has been assigned or transferred to them.
- Call Update emails can be sent to customer when changes have been made to the call.
- Incoming email can automatically be assigned to a relevant Department or Service Areas (System Skill Group) as well as be assigned to a System Operator as the owner of the call.
- For outgoing email, the "From" address will always be for example support@yourcompany.com, with the subject field containing the relevant call number. This ensures that if the email is replied to, then all content will automatically be appended and updated to the appropriate help desk call.
- versaSRS HelpDesk can support a single POP3 Mailbox, with multiple email aliases assigned, or multiple POP3 mailboxes can be used.
- SMS and Faxing capable*, allowing for SMS text messages to be sent to your mobile technicians or field staff.
- Email Templates allow you to customize the email content for all outgoing emails.
- In-bound Email Address to Queue Mapping.
:: System Configuration & Behaviour Settings
- Define your own Title to be displayed in the Internet Explorer Title Bar.
- Ability to Manage many of the System Tables, directly through the Application.
- Define either Encrypted or Decrypted Storage of User Passwords.
- Ability to Enable/Disable SMTP Based Faxing*
- Define the number of maximum results returned to System Users for Call, Asset and Contact Searches.
- Display of Visual Alerts - define whether to be displayed as % or minutes.
- Define the System Screen Refresh Rate.
- Define System Date Format to be used.
- Control the number of default calls listed per page.
- Control whether the application is to run in Full-screen or non-Full-screen mode.
- When logging a new call - Define which Screen Tab is set as focus for users - Call Details or Client Details.
- Set the default contents of the System's Preview Pane on application launch.
- Set the default visibility (on or off) of the System's Reading Pane on application launch. Visibility between user sessions is saved.
- Set the Default Signature type in the Call Update Window - either Operator, Queue or None.
- Set the Default Update Type in the Call Update Window - either Comments, Respond to Requestor, Resolve & Close or Send Email.
- Define whether by Default the System emails the Requestor when call is updated to 'Resolve and Close'.
- Govern which Requestor(s) will receive email correspondence - Primary, Secondary or Both.
- Govern whether the Queue navigation bar is expanded by default.
- Govern whether the system should display the number of Current Calls assigned to each user within the Queue navigation bar.
- Govern whether system users can manually enter/edit Requestor Details or forced to pick details via the Contacts Module.
- Set the ability for an operator prompt requiring Billing details when a call is closed.
- Govern whether the System enforces call (Parent/Child) dependencies when closing a call.
- Govern whether the System should enforce the "Comments on Close' rule - When enabled, the operator must enter comments before being able to close a call.
- Control Priority Display - Number Only Shown (with Mouse Over Hover to expose Label) or Number and Label Shown.
- Govern whether the System displays an optional user prompt to add Comments when the Priority of Due Date of the Call is altered by a user.
- Default display of Custom Button Bar on System launch - Maximized/Minimized.
- Turn on/off additional Call Tools Icon in the Calls List.
- Ability to define Custom System Buttons, which are accessible through the main menu bar.
- Ability to define a VIP or Preferred Customer Tag against Client Details and display the Requestors name in the Call list in a defined colour.
- Ability to define your own corporate logo within Call History & Printer Friendly Views.
- Govern whether Tasks (Work Orders / Actions / Jobs) against Calls are automatically escalated.
- Govern whether all inbound email that is not associated with an existing call (ticket), should be assigned to the Default Queue.
- Ability to specify the number of retries when sending email (SMTP Retries).
- Ability to specify a BCC address, where all email sent by the System will also be sent to.
- Enable / Disable whether Calls are automatically escalated.
- Ability to specify an email address where error report emails can be sent by the versaSRS Windows Services if they go down or fail.
- Set whether the default mail format for all email sent by the System is to be HTML or Plain Text.
- Set whether the System should connect to a single POP3 Mailbox, or Multiple POP3 Mailboxes for inbound email processing.
- Govern whether by default an email notification is sent to the Owner (Assignee) of the Call, indicating that an Email Update has been received from the Requestor(s).
- Govern whether the Owner (Assignee) of the Call is automatically assigned as a Call Watcher.
- Govern how the body of an inbound email is processed by the versaSRSMailIn Windows Services - All body Parts, HTML Only, Text Only, etc.
- Govern the rate at which the versaSRS Windows Services update the System.
- Define whether an email Update to a Closed Call should Re-Open the call - Disabled / Enabled.
- Define whether the Due Date of a Call is automatically updated when an email update from the Requestor(s) is received.
:: Benefits for your Customers
- Your customers are always kept informed throughout the duration of the call, through the use of email notifications or by using the Client Access Portal.
- Customers can easily log a call via email or by using the Client Access Portal.
- No client software is needed! With their web browser they can log in and check the status of their calls, log new calls, or search the Knowledge Base.
- versaSRS HelpDesk automatically completes the Client Details components of the call and completes most of the form for them.
- Unique call numbers are assigned to each call for complete referencing.
- Customers can re-open closed calls. This option can be turned off by use of system settings.
- Customers can quickly and easily search and browse the Knowledge Base to find answers to common issues, allowing for complete self service, and possibly removing the need to log a call to the help desk.
- File attachments can be attached to calls.
- Customers can use a PDA or Smartphone to log calls*.
:: Benefits for your Technicians*
- Technicians are emailed when a new call has been added to the help desk, &/or when assigned to them.
- Incoming calls via email, or manually logged calls, can be automatically assigned to a System Operator.
- Priorities, which drive due dates, can be set to reflect your needs.
- Technicians can quickly and easily log a call using Pre-defined Call Templates.
- Technicians can quickly and easily attach Custom Created Forms to a call, to capture additional business related information.
- Technicians can quickly and easily create Tasks/Work Orders aganist a call using pre-defined Templates.
- Full audit log capabilities, ensuring that every change, update or task against a call is logged.
- Calls can easily be re-assigned to different Technicians throughout the workflow of the call.
- Calls can be searched and reported against quickly and easily.
- Closing or modifying a call can launch an email update to the customer automatically, informing them of the change.
- Calls that are closed are Date, Time and System Operator stamped for audit history recording and reporting.
- All correspondence between Technicians and customers is easily viewed allowing all Technicians across your company to view the workflow of the call.
- Call History view allows for full viewing of the complete call details in one concise view.
- Call solutions can easily be converted to Knowledge Base articles.
- Searchable Knowledge Base tool allowing Technicians to draw from a library of authored articles, FAQ's or common answers to issues, which can then be directly pasted into email correspondence to the customer or recorded against the call.
- Calls are listed and displayed visually using colors to allow Technicians the ability to see which calls are approaching due dates.
- Technicians can log into the system from anywhere in the world through the web browser.
- Ability to apply Keys/Categories to calls for easy call logging and to help narrow down the problem.
- "MY Calls" view allows Technicians to view calls that they are responsible for.
- Time Worked & Billing tracking recordable against each call, allowing for reporting and invoicing customers as required.
- Technicians can use a PDA or Smartphone to log & manage calls*
:: Benefits for your Company
- Single Centralized Repository for all your Help Desk and Customer information, all in one place - keeping your business organized.
- Don't have a Document Management System? - versaSRS HelpDesk includes a DMS out-of-the-box.
- versaSRS HelpDesk will increase your level of customer support and therefore customer satisfaction.
- versaSRS HelpDesk contains all the abilities and modules you would expect of an Enterprise Level Solution, without the Huge Price Tag.
- versaSRS HelpDesk has fantastic ROI, meaning that it will pay for itself in no time as you will be keeping your customers happy, and you'll gain more customers.
- Allows you to hire remote technicians as they do not need to be onsite and call log in from anywhere in the world.
- Completely automates a majority of the email process, allowing your Technicians the time to actually resolve problems quicker and more efficiently.
- Greatly reduces unnecessary incoming calls - your customers will have the tools to help them self-serve and find their answers using the Client Access Portal.
- Effectively report on all outcomes of your Technicians as well as the operations as a whole.
- No more calls that slip through the cracks.
- Allows you to sell help desk requests and services in quantities by utilization of in-built Billing and Time tracking modules.
- Fast and Easy to Install and Implement - installed only on the Server, therefore no roll-out required across your workforce.
- Viewing of calls/issues/cases only by those staff that have been given access rights, therefore providing security and confidentiality.
- With versaSRS's intuitive design and usability, no expensive training is needed for your company.
- Saves your company Time and Money.
- Improves the level of Staff Control.
- Ease of Access 24/7.
- Helps reduce Customer Support Costs considerably.
- Increases User Satisfaction.
- Build a Corporate Knowledge Base allowing for Customer Self-Service.
- Improve Communication Between Your Company and Your Customer and/or Employees.
* Conditions Apply. Available Features and Modules are dependant on which Edition of versaSRS HelpDesk is installed.
To compare versaSRS HelpDesk Standard and Professional Editions, please go here; Standard vs Professional