GroupSoft Systems Ships Major GS/ServiceDesk Upgrade

Lotusphere 2003
GroupSoft Systems, Inc.

GroupSoft Systems Ships Major GS/ServiceDesk Upgrade
Version 7.0 Adds Enhanced Support For Web Clients

ORLANDO, Fla., January 27, 2003 - GroupSoft Systems, Inc. today announced that it is shipping version 7 of GS/ServiceDesk, its customer service software for Lotus Domino and Lotus Notes.

GS/ServiceDesk is a complete incident tracking system that ships with knowledge base and defect tracking modules. It is used by software companies and other industries that provide customer support primarily to business customers. GS/ServiceDesk can handle customer support requests received by phone, email or a company’s web site. Because email and web site support were designed into the product from the start - rather than added on later - there are no additional modules to license and support requests from all sources are fully integrated into the customer’s activity history.

GS/ServiceDesk version 7 adds a portal-style interface that can be customized at the site level and the customer service agent level. The opening page can be configured to display links to external knowledge bases, supplier’s web sites and corporate intranet pages. Agents can see their open assignments as well as messages posted by the customer service manager. A new multi-database search capability allows simultaneous searching of active incidents, archived incidents, defect reports and the knowledge base. The new interface also allows full administration of the product using a web browser. The original “classic” web interface has been retained for those that prefer the familiar layout.

Retrieving knowledge base information into a help request has been reduced to a single click in the latest release. Agents can also create a help request directly from their personal email inbox with a single click in version 7.

GS/ServiceDesk includes an integrated customer self-help feature. Customers can submit help requests and check on the status of outstanding requests from the web. They can also search the knowledge base and FAQ. Customer service managers can control access to knowledge base information at the document level, for example granting access only to internal users, partners, registered customers or the general public.

“GS/ServiceDesk fits perfectly into the Lotus Software emphasis on the SMB (small and medium-size business) market”, noted Carl Fink, GroupSoft Systems’s president and founder. “Our customer service product allows companies to leverage their existing infrastructure investment and provide industry-leading support to their customers.”

GS/ServiceDesk runs on all Lotus Domino server platforms and is compatible with all Windows clients running Lotus Notes. The new portal interface requires Internet Explorer; the classic and end-user self-help interfaces work with all popular browsers. GroupSoft Systems offers a full range of consulting and support services for the product, including customization, data transfer and training. The product is licensed with unlocked design and can be customized by GroupSoft Systems or the licensee. Pricing is based on the number of customer service agents.


GroupSoft Systems, Inc. develops customer service and help desk software for Lotus Domino, Lotus Notes and the Web. The company, founded in 1993 and based in Newton, MA, was an early member of the Lotus business partner program and is currently an IBM Partnerworld for Software member. (617) 454-1115.

GS/ServiceDesk, GS/HelpDesk and GS/SalesDesk are trademarks of GroupSoft Systems, Inc. Lotus, Lotusphere and Lotus Notes are registered trademarks of IBM Corporation. All other trademarks are the property of their respective owners.

GroupSoft Systems, Inc.
(617) 544-7687

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