versaSRS Helpdesk - Effective IT Helpdesk for Enterprise

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versaSRS HelpDesk Overview & Key Features

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 HelpDesk can help.

versaSRS HelpDesk 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 HelpDesk 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.

Email Enabled Email Enabled
versaSRS HelpDesk 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 Quick & Easy Ticket Creation
versaSRS HelpDesk 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 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 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 Immediate ROI & Cost Savings
Reduce operating costs and realize savings immediately.
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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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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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Customer Relationship Management 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 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 Simple Installation
versaSRS HelpDesk only takes minutes to install enabling your business to be up and running out-of-the-box.
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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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Knowledge Base 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 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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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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Asset Issue Management 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 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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Whether to support clients or internal users, versaSRS HelpDesk 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 HelpDesk 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 HelpDesk stand out from the crowd is its unique 'look and feel'. Although a browser-based application, versaSRS HelpDesk 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 HelpDesk 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
<table border="0" cellPadding="0" cellSpacing="0">
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                    <img alt="Email Enabled" height="48" src="http://www.versasrshelpdesk.com/images/icons/letter_48.png" width="48" /></td>
                    <td><strong>versaSRS HelpDesk automatically turns customer
                    emails into tickets and replies with a ticket number for
                    future reference</strong><span lang="en-au">.<br />
                    <br />
                    </span>Each Queue (Team) can be assigned its own email
                    address, therefore inbound emails to This e-mail address is being protected from spambots. You need JavaScript enabled to view it
                    will create a ticket in the Support Queue, and emails to
                     This e-mail address is being protected from spambots. You need JavaScript enabled to view it will create a ticket in the Sales
                    Queue. <br />
                    <br />
                    On each incoming ticket, an <span lang="en-au">&quot;</span>Open
                    Confirmation Email<span lang="en-au">&quot;</span> can be
                    triggered to inform the customers that their ticket has been
                    received and they can use the reference number to identify
                    the ticket in future. <br />
                    <br />
                    </td>
                </tr>
            </table>
            <br />
            <p class="heading3">Benefits&nbsp;</p>
            <ul class="default" type="square">
                <li><strong>Custom Keyword Routing</strong> (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 --&gt; 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.<br />
                <br />
                </li>
                <li>Admin, Technicians, Managers, or anyone with an email
                address, <strong>can also be notified</strong>.<br />
                <br />
                </li>
                <li><strong>Technicians are notified via email</strong> when a
                call has been assigned or transferred to them.<br />
                <br />
                </li>
                <li><strong>Call Update emails can be sent to customer</strong>
                when changes have been made to the call.<br />
                <br />
                </li>
                <li>Incoming email can <strong>automatically be assigned to a
                relevant Department or Service Areas</strong> (System Skill
                Group) as well as be assigned to a System Operator as the owner
                of the call.<br />
                <br />
                </li>
                <li>For outgoing email, the &quot;From&quot; address will always be for
                example This e-mail address is being protected from spambots. You need JavaScript enabled to view it , with the subject field
                containing the relevant call number. This ensures that if the
                email is replied to, then <strong>all content will automatically
                be appended and updated to the appropriate help desk call</strong>.<br />
                <br />
                </li>
                <li>versaSRS HelpDesk can support a single <strong>POP3 Mailbox</strong>,
                with multiple email aliases assigned, or multiple POP3 mailboxes
                can be used.<br />
                <br />
                </li>
                <li><strong>SMS and Faxing capable</strong>*, allowing for SMS
                text messages to be sent to your mobile technicians or field
                staff.<br />
                <br />
                </li>
                <li>Email Templates allow you to <strong>customize the email
                content</strong> for all outgoing emails.<br />
                <br />
                </li>
                <li>In-bound Email Address to <strong>Queue Mapping</strong>.</li>
            </ul>