GS/HelpDesk Version 14 Adds Configurability and Features

September 24, 2010 - Newton, MA - GroupSoft has enhanced its flagship help desk application for the IBM Lotus Notes platform.

New features include the ability to approve employee requests (move/add/change, software, hardware and telecom requisitions) directly from an email, on a workstation or smart phone. A persistent breadcrumb allows technicians to open the most recently viewed document with a single click, even after exiting Notes.

Configurable options have also been increased, eliminating the need to modify the code in many common scenarios. For example, items can now be removed from the employee self-help menu by the help desk manager. The subject line of "canned" emails and the email addressing method can now be set in the application profile.

A new instant-survey option has been added to the two existing methods. Survey emails can now be sent when the ticket is closed or batched and sent at the end of the day. Third-party survey tools are also supported.

Email handling is also enhanced in Version 14. Employee emails can be converted to new tickets or can be linked to any existing ticket; attachments and screen shots are retained exactly as sent.

It is now easier than ever to find and utilize relevant Knowledge Base documents when working on a ticket. In addition to using the categorization scheme, the search can be based on keywords in the problem description or on search terms entered by the technician.

More than 100 enhancements and new features went into Version 14, most driven by customers requests, and we plan to continue this level of investment in the application to maintain our leadership position.

GS/HelpDesk Version 14 is available now. A full evaluation version is available by registering on the GroupSoft web site. The application runs on all Domino 6.5 or later server platforms including Linux. It supports the Notes client, including Notes 8.5, and recent versions of Microsoft Internet Explorer, Mozilla Firefox, Safari and other web browsers.

License fees are based on the number of help desk technicians, with unlimited employee/customer self-help access. The license includes incident management, problem management, change management, knowledge base, asset tracking and project tracking.

GS/HelpDesk, like all GroupSoft applications, is licensed with full source code (unlocked design) and is a fully-supported product, including real telephone and email support directly from GroupSoft, not an outsourced provider.

About GroupSoft

GroupSoft has been developing help desk and service management applications for the IBM Lotus Notes/Domino platform since 1997. The company is based in Newton, Massachusetts, with customers around the globe. GroupSoft is an Advanced level IBM Business Partner. GroupSoft also provides customization and migration services. Web site:

GroupSoft is a U.S. registered trademark of GroupSoft Systems, Inc. GS/HelpDesk, GS/ServiceDesk, GS/SalesDesk, MetaRequest and the people-and-documents logo are trademarks of GroupSoft Systems, Inc. IBM, Domino and Lotus Notes are trademarks or registered trademarks of IBM Corporation. All other trademarks are the property of their respective owners.

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