GS/HelpDesk Enhances ITIL Support While Maintaing Flexibility

September 23, 2013 - Newton, MA - GroupSoft announces an update to GS/HelpDesk, its flagship product for IT service management. With Version 17, customers can opt to require designation of a Help Request as an Incident or Service Request. Previous releases supported this distinction but it could not be made mandatory. By making this an installation option, the product avoids imposing a methodology on non-ITIL shops and maintains full backward compatibility for existing customers.

Version 17 includes a number of other enhancements, including the ability to create a Help Request directly from an email in an alternate Notes mail box with two clicks of the mouse. In previous releases this feature could only pull emails from the support technician's personal Notes mailbox.

GS/HelpDesk Version 17 is available now. A full evaluation version is available by registering on the GroupSoft web site. It runs on Notes/Domino 6.5 or later when using the standard Notes client or legacy Web interface. The XPages Web interface requires a Domino 8.5 or later server. The mobile interface requires Domino 8.5.3 with Upgrade Pack 1 or later.

Software license fees are based on the number of help desk technicians, with unlimited customer self-help access. The license fee includes incident ticketing, change management, problem management, knowledge management, asset management and project management.

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

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 IBM Business Partner. GroupSoft also provides Notes and application development and migration services. Web site:

GroupSoft is a U.S. registered trademark of GroupSoft Systems, Inc. GS/ServiceDesk, GS/HelpDesk, 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.

GroupSoft Systems, Inc.
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